Abu Dhabi, UAETuesday 11 August 2020

Consumer complaints in Dubai rise by 20 per cent

Nearly 40,000 people were unhappy with products they purchased

Nearly 40,000 complaints were made by Dubai consumers in 2019. Getty
Nearly 40,000 complaints were made by Dubai consumers in 2019. Getty

The number of consumer complaints made in Dubai rose by 20 per cent in 2019, new figures show.

Officials said nearly 40,000 grievances were registered with Commercial Compliance and Consumer Protection (CCCP) staff.

The largest share of complaints - 29 per cent - were made about the services sector, including banking and insurance firms.

Complaints about electronic items such as mobile phones accounted for 15 per cent while e-commerce - which deals with digital transactions in the UAE - received 12 per cent.

Mohammed Ali Rashed Lootah, chief executive of the CCCP, said the rise in number of consumer complaints showed an increasing awareness of buyers’ rights.

“Dubai’s economy seeks to promote an awareness culture and an environment where consumers and merchants enjoy cordial relations,” he said.

“Our focus is on handling consumer issues impartially and in line with the best international standards so Dubai is a safe place to shop for any consumer, residents and tourists alike.”

CCCP figures also provided a breakdown of the differing nationalities unhappy with their purchases.

Twenty five per cent of complainants were Emirati customers, 16 per cent were Indian, 12 per cent Egyptian, 9 per cent Saudi and 6 per cent Jordanian.

The Dubai Economy Contact Centre received about 57 per cent of the total number of complaints.

The remaining 43 per cent came through various channels offered by the CCCP, including the Smart Protection phone app.

Twenty seven per cent of consumers said the main reason for their grievance was their belief that the product they purchased was not as advertised.

Nineteen per cent of complaints were made over issues relating to refunds while 17 per cent were over damaged products.

Mr Lootah urged Dubai shoppers to research items fully before purchase and to keep hold of their receipts.

Updated: January 13, 2020 07:54 PM

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