Being treated fairly as a consumer is not always the case in the Emirates. So before you commit to a service or hit the shops, it pays to arm yourself with patience, determination and, most of all, a good knowledge of your rights.
Justine Cullen did just that and it made her daughter, Jessica, very happy.
It started badly, though. When Mrs Cullen and Jessica went to a shop where the nine year old intended to spend a voucher she'd been given as a birthday gift, she never expected all the fuss.
"It was just a Dh100 voucher, but my daughter was very excited by it, like any other nine year old would be," says Mrs Cullen, a 41-year-old Australian mother of two.
"The only thing she liked in the shop was a dressing gown, so we proceeded to the till as the voucher more than covered the cost of the gown. We presented the cashier with the voucher, who scanned it, but then said the item was Dh179, not Dh79 as advertised.
"I asked the cashier to look at the price tag, which did say Dh79. But the cashier said, 'We won't honour the price'. I checked the other gowns and every single one was priced at Dh79. Clearly, it was their mistake."
But the shop employees didn't realise they were dealing with an expert in customer relations: Mrs Cullen worked for years as a sales and marketing director in the hospitality industry in Australia and the UK.
"I know my rights as a consumer," says Mrs Cullen, who moved to Dubai last year. "My daughter was really disappointed. We asked to speak to the manager on duty. I told him about the situation, but he said no [too].
"By that stage, I was standing next to the till. That's when I spotted a yellow leaflet on consumer rights. So I said to him, 'There's a campaign to know consumer rights and I know mine. You've advertised the item at this price, so that's the price I'll pay.'
"He seemed a bit shaken by it, but phoned the shop manager, who was off that day. When their conversation finished, the duty manager said to me, 'OK madam, we have to honour it as this is what we've advertised it at, but the shortfall will be taken out of the staff's wages'."
Mrs Cullen says she was upset by this, but went ahead anyway and bought the gown. "I thought it was fair we paid the advertised price. I also felt relieved I could get my daughter what she wanted. But at the same time, I felt bad about it. I did not mean to penalise the staff. I still feel guilty about it."
Mrs Cullen's experience sums up the discrepancies between the modern shopping facilities of the UAE and retailers' often cavalier attitudes towards customer service.
To tackle the issue, Dubai's Department of Economic Development (DED) launched several initiatives in the final quarter of last year in an effort to make consumer rights more transparent.
The first step for shoppers eager to buy smartly is to read the Blue Book, the Commercial Compliance and Consumer Protection division's new bill of consumer rights. Released in October, it translates the law in simple terms.
The Blue Book aims to "create an environment for sustainable economic development and enhance the economic welfare and prosperity of Dubai and the UAE", says Mohammed Lootah, the deputy chief executive of the Commercial Compliance and Consumer Protection division, which comes under the umbrella of the DED.
"Because the Dubai economy is all about tourism and shopping, we want to create a healthy environment for business."
The first section of the booklet contains general policies on goods and services and then outlines rights and guidelines for three areas: vehicles, textiles and personal items, and electronics.
A second version, in which more areas will be covered, including finance, will be published this year, with more versions planned according to consumer needs.
"The areas covered by the Blue Book are based on consumer preference," Mr Lootah says. "In 2010, 2,700 complaints were received.We filtered the complaints and grouped them into four sections in the Blue Book. We work on a priority basis."
The booklet also offers simple advice that most people know about, but often choose to ignore: the need to ask for proof of purchase, to keep receipts and understand warranties and guarantees before buying. For retailers, it says they have an obligation to provide proper invoicing and contracts, as well as offer consumers a guide on refunds, warranties and after-sales service.
Mr Lootah says the Blue Book is aimed at both the consumer and the retailer because it "wants to work with all parties". To compile the book, 3,500 workshops were organised with traders.
The DED also launched its Be Right - Know Your Consumer Rights campaign in conjunction with the Blue Book. It is aimed at reaching consumers at the grass-roots level. In November, a number of mobile Consumer Protection Centres were set up in major malls in Dubai to distribute information leaflets and copies of the Blue Book, as well as to allow customers to meet DED representatives on site for advice.
"The centre aims to provide consultative support and solutions for customers on the spot, as well as to minimise disputes between consumers and traders," says Omar Bushahab, the chief executive of the Commercial Compliance and Consumer Protection division.
Mrs Cullen says the DED's campaign has worked. "The very fact there were leaflets in the shop meant that the manager backtracked and we eventually walked out with the item at the advertised price," she says.
"However, I'll never shop there again. They never apologised for their mistake; I did not feel respected at all. I was almost treated as if I had committed a crime, as if I was cruel. But it is not about a Dh79 item. It is about respect for consumers.
"I think consumer rights initiatives like those of the DED are important as retail is such a large part of residents' and tourists' experience."
Ola Sultani, a 32-year-old Lebanese national who has spent most of her life in Dubai, has noticed the centres and signs about the campaign in malls, but, unlike Mrs Cullen, she is sceptical about the effect it will have.
The entrepreneur, who owns The Craft Studio Dubai, which organises art and craft birthday parties for kids, says retailers in malls generally abide by the guidance on consumer rights. However, Mrs Sultani, who lives in Jumeirah and has two children, believes it couldn't be more different in Satwa, where she does a lot of business.
"This is definitely an issue there," she says. "Traders in Satwa work on their own, in wholesale; they don't think they're going to be checked by the DED. Fifty per cent of local shop owners will not accept returns. They don't understand the concept of consumer rights.
"Once, I wanted to return a couple of things. The trader refused. I said I would go to the municipality, that I knew about the campaign and told him that I have consumer rights. He said, 'OK, call them'. Truth is, I could not be bothered. Who's going to complain to the DED about Dh80, anyway? It's too much hassle."
As a business owner, Craig Gorman, a 29-year-old Briton who has lived in Dubai for four years, says he welcomes the campaign to raise awareness for consumer rights.
Mr Gormon, who owns the Race Performance Garage in Al Quoz industrial estate in Dubai, says his clients include pilots for Emirates Airline "because they're fussy".
"They come to us because we offer a decent, British-style customer service," Mr Gorman says. "We give our clients a leaflet with clear information on what we do - that's a 27-point check, with a guarantee. If they experience a problem after that, they can come back and we'll fix it. Most companies don't do that here. They don't even give you a receipt.
"We have customers coming to the garage to complain about other garages. The other day, I saw a poor woman. She went to a garage where they overfilled the engine with oil. The engine blew up while she was on her way to Oman. They wouldn't admit it. She went to the police to complain, but the police said it's a private matter; that she has to sort it out with the garage guys herself. So what can she do now?"
Report it to the DED is the simple answer.
"More than 90 per cent of the complaints we receive are solved in an amicable manner with the supervision of the DED," Mr Lootah says. "We can impose sanctions through the courts, but retailers need to know regulations first. Awareness is where the DED places 70 per cent of its effort."
To lodge a complaint, consumers can either send an e-mail (consumerrights@dubaied.gov.ae) or call the DED's hotline (600 545555) to talk to an adviser, who will register details about the case.
The DED will then contact the other party and try to find out more about the issue before getting back to the consumer within two working days. It will try to work out a solution that is fair to both parties. However, complaints from consumers who do not have a receipt will be not be processed because there is no proof of purchase.
The hotline has proven to be a success, Mr Lootah says.
"The number of complaints received increased 50 per cent compared to [2010] - not because retailers have repeated violations, but because customers are more aware of what the DED can do."
Top Tips
The Blue Book provides many helpful tips on how to protect yourself as a consumer:
Research first, then buy Before buying an item, make sure you understand warranties, guarantees, origin, storage, expiry and the method of use, as well as the store’s exchange and cash-refund policy
Request a receipt/invoice and ensure the details are correct Written in Arabic and any other foreign language, they should include prices, quantities of purchased items and the trade name. Warranties should state coverage and duration details
Read and make sure you understand the details This is essential for after-sale services and warranties. Ask for further explanations if necessary
Keep your receipts for your records It is the only way for you to ensure your rights and to register a complaint with the DED
Know your rights (as stated in Consumer Protection Law No (24) 2006) The right to safety, the right to know, the right to choose, the right to representation, the right to satisfy basic needs, the right to be informed, the right to live in a safe environment and the right to compensation/redress
Keep your cool and be patient A smile and positive attitude will work better than threats and tantrums
Don’t expect refunds or replacements If you change your mind, find the same product at a cheaper price, have been notified of defects or defaults at the time of purchase (normally marked as “used” or “faulty”), or damaged the goods yourself, you won’t receive a refund
pf@thenational.ae
What is Folia?
Prince Khaled bin Alwaleed bin Talal's new plant-based menu will launch at Four Seasons hotels in Dubai this November. A desire to cater to people looking for clean, healthy meals beyond green salad is what inspired Prince Khaled and American celebrity chef Matthew Kenney to create Folia. The word means "from the leaves" in Latin, and the exclusive menu offers fine plant-based cuisine across Four Seasons properties in Los Angeles, Bahrain and, soon, Dubai.
Kenney specialises in vegan cuisine and is the founder of Plant Food Wine and 20 other restaurants worldwide. "I’ve always appreciated Matthew’s work," says the Saudi royal. "He has a singular culinary talent and his approach to plant-based dining is prescient and unrivalled. I was a fan of his long before we established our professional relationship."
Folia first launched at The Four Seasons Hotel Los Angeles at Beverly Hills in July 2018. It is available at the poolside Cabana Restaurant and for in-room dining across the property, as well as in its private event space. The food is vibrant and colourful, full of fresh dishes such as the hearts of palm ceviche with California fruit, vegetables and edible flowers; green hearb tacos filled with roasted squash and king oyster barbacoa; and a savoury coconut cream pie with macadamia crust.
In March 2019, the Folia menu reached Gulf shores, as it was introduced at the Four Seasons Hotel Bahrain Bay, where it is served at the Bay View Lounge. Next, on Tuesday, November 1 – also known as World Vegan Day – it will come to the UAE, to the Four Seasons Resort Dubai at Jumeirah Beach and the Four Seasons DIFC, both properties Prince Khaled has spent "considerable time at and love".
There are also plans to take Folia to several more locations throughout the Middle East and Europe.
While health-conscious diners will be attracted to the concept, Prince Khaled is careful to stress Folia is "not meant for a specific subset of customers. It is meant for everyone who wants a culinary experience without the negative impact that eating out so often comes with."
Race card
1.45pm: Maiden Dh75,000 1,200m.
2.15pm: Maiden Dh75,000 1,200m.
2.45pm: Handicap Dh95,000 1,200m.
3.15pm: Handicap Dh120,000 1,400m.
3.45pm: Handicap Dh80,000 1,400m.
4.15pm: Handicap Dh90,000 1,800m.
4.45pm: Handicap Dh80,000 1,950m.
The National selections:
1.45pm: Galaxy Road – So Hi Speed
2.15pm: Majestic Thunder – Daltrey
2.45pm: Call To War – Taamol
3.15pm: Eqtiraan - Bochart
3.45pm: Kidd Malibu – Initial
4.15pm: Arroway – Arch Gold
4.35pm: Compliance - Muqaatil
The rules on fostering in the UAE
A foster couple or family must:
- be Muslim, Emirati and be residing in the UAE
- not be younger than 25 years old
- not have been convicted of offences or crimes involving moral turpitude
- be free of infectious diseases or psychological and mental disorders
- have the ability to support its members and the foster child financially
- undertake to treat and raise the child in a proper manner and take care of his or her health and well-being
- A single, divorced or widowed Muslim Emirati female, residing in the UAE may apply to foster a child if she is at least 30 years old and able to support the child financially
In numbers: PKK’s money network in Europe
Germany: PKK collectors typically bring in $18 million in cash a year – amount has trebled since 2010
Revolutionary tax: Investigators say about $2 million a year raised from ‘tax collection’ around Marseille
Extortion: Gunman convicted in 2023 of demanding $10,000 from Kurdish businessman in Stockholm
Drug trade: PKK income claimed by Turkish anti-drugs force in 2024 to be as high as $500 million a year
Denmark: PKK one of two terrorist groups along with Iranian separatists ASMLA to raise “two-digit million amounts”
Contributions: Hundreds of euros expected from typical Kurdish families and thousands from business owners
TV channel: Kurdish Roj TV accounts frozen and went bankrupt after Denmark fined it more than $1 million over PKK links in 2013
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Secret Pigeon Service: Operation Colomba, Resistance and the Struggle to Liberate Europe
Gordon Corera, Harper Collins
The specs
Engine: 1.6-litre 4-cyl turbo and dual electric motors
Power: 300hp at 6,000rpm
Torque: 520Nm at 1,500-3,000rpm
Transmission: 8-speed auto
Fuel consumption: 8.0L/100km
Price: from Dh199,900
On sale: now
ON%20TRACK
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A MINECRAFT MOVIE
Director: Jared Hess
Starring: Jack Black, Jennifer Coolidge, Jason Momoa
Rating: 3/5
Specs
Engine: Dual-motor all-wheel-drive electric
Range: Up to 610km
Power: 905hp
Torque: 985Nm
Price: From Dh439,000
Available: Now
MAIN CARD
Bantamweight 56.4kg
Abrorbek Madiminbekov v Mehdi El Jamari
Super heavyweight 94 kg
Adnan Mohammad v Mohammed Ajaraam
Lightweight 60kg
Zakaria Eljamari v Faridoon Alik Zai
Light heavyweight 81.4kg
Mahmood Amin v Taha Marrouni
Light welterweight 64.5kg
Siyovush Gulmamadov v Nouredine Samir
Light heavyweight 81.4kg
Ilyass Habibali v Haroun Baka
COMPANY%20PROFILE%20
%3Cp%3E%3Cstrong%3EName%3A%3C%2Fstrong%3E%20Haltia.ai%0D%3Cbr%3E%3Cstrong%3EStarted%3A%3C%2Fstrong%3E%202023%0D%3Cbr%3E%3Cstrong%3ECo-founders%3A%3C%2Fstrong%3E%20Arto%20Bendiken%20and%20Talal%20Thabet%0D%3Cbr%3E%3Cstrong%3EBased%3A%3C%2Fstrong%3E%20Dubai%2C%20UAE%0D%3Cbr%3E%3Cstrong%3EIndustry%3A%3C%2Fstrong%3E%20AI%0D%3Cbr%3E%3Cstrong%3ENumber%20of%20employees%3A%3C%2Fstrong%3E%2041%0D%3Cbr%3E%3Cstrong%3EFunding%3A%3C%2Fstrong%3E%20About%20%241.7%20million%0D%3Cbr%3E%3Cstrong%3EInvestors%3A%3C%2Fstrong%3E%20Self%2C%20family%20and%20friends%26nbsp%3B%3C%2Fp%3E%0A
Formula Middle East Calendar (Formula Regional and Formula 4)
Round 1: January 17-19, Yas Marina Circuit – Abu Dhabi
Round 2: January 22-23, Yas Marina Circuit – Abu Dhabi
Round 3: February 7-9, Dubai Autodrome – Dubai
Round 4: February 14-16, Yas Marina Circuit – Abu Dhabi
Round 5: February 25-27, Jeddah Corniche Circuit – Saudi Arabia
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Earth under attack: Cosmic impacts throughout history
- 4.5 billion years ago: Mars-sized object smashes into the newly-formed Earth, creating debris that coalesces to form the Moon
- 66 million years ago: 10km-wide asteroid crashes into the Gulf of Mexico, wiping out over 70 per cent of living species – including the dinosaurs.
- 50,000 years ago: 50m-wide iron meteor crashes in Arizona with the violence of 10 megatonne hydrogen bomb, creating the famous 1.2km-wide Barringer Crater
- 1490: Meteor storm over Shansi Province, north-east China when large stones “fell like rain”, reportedly leading to thousands of deaths.
- 1908: 100-metre meteor from the Taurid Complex explodes near the Tunguska river in Siberia with the force of 1,000 Hiroshima-type bombs, devastating 2,000 square kilometres of forest.
- 1998: Comet Shoemaker-Levy 9 breaks apart and crashes into Jupiter in series of impacts that would have annihilated life on Earth.
-2013: 10,000-tonne meteor burns up over the southern Urals region of Russia, releasing a pressure blast and flash that left over 1600 people injured.
Business Insights
- Canada and Mexico are significant energy suppliers to the US, providing the majority of oil and natural gas imports
- The introduction of tariffs could hinder the US's clean energy initiatives by raising input costs for materials like nickel
- US domestic suppliers might benefit from higher prices, but overall oil consumption is expected to decrease due to elevated costs
Babumoshai Bandookbaaz
Director: Kushan Nandy
Starring: Nawazuddin Siddiqui, Bidita Bag, Jatin Goswami
Three stars
Match info
Deccan Gladiators 87-8
Asif Khan 25, Dwayne Bravo 2-16
Maratha Arabians 89-2
Chadwick Walton 51 not out
Arabians won the final by eight wickets
The specs
Engine: 3.0-litre six-cylinder turbo
Power: 398hp from 5,250rpm
Torque: 580Nm at 1,900-4,800rpm
Transmission: Eight-speed auto
Fuel economy, combined: 6.5L/100km
On sale: December
Price: From Dh330,000 (estimate)
If you go
Where to stay: Courtyard by Marriott Titusville Kennedy Space Centre has unparalleled views of the Indian River. Alligators can be spotted from hotel room balconies, as can several rocket launch sites. The hotel also boasts cool space-themed decor.
When to go: Florida is best experienced during the winter months, from November to May, before the humidity kicks in.
How to get there: Emirates currently flies from Dubai to Orlando five times a week.
The bio
Who inspires you?
I am in awe of the remarkable women in the Arab region, both big and small, pushing boundaries and becoming role models for generations. Emily Nasrallah was a writer, journalist, teacher and women’s rights activist
How do you relax?
Yoga relaxes me and helps me relieve tension, especially now when we’re practically chained to laptops and desks. I enjoy learning more about music and the history of famous music bands and genres.
What is favourite book?
The Perks of Being a Wallflower - I think I've read it more than 7 times
What is your favourite Arabic film?
Hala2 Lawen (Translation: Where Do We Go Now?) by Nadine Labaki
What is favourite English film?
Mamma Mia
Best piece of advice to someone looking for a career at Google?
If you’re interested in a career at Google, deep dive into the different career paths and pinpoint the space you want to join. When you know your space, you’re likely to identify the skills you need to develop.
The Sand Castle
Director: Matty Brown
Stars: Nadine Labaki, Ziad Bakri, Zain Al Rafeea, Riman Al Rafeea
Rating: 2.5/5
The winners
Fiction
- ‘Amreekiya’ by Lena Mahmoud
- ‘As Good As True’ by Cheryl Reid
The Evelyn Shakir Non-Fiction Award
- ‘Syrian and Lebanese Patricios in Sao Paulo’ by Oswaldo Truzzi; translated by Ramon J Stern
- ‘The Sound of Listening’ by Philip Metres
The George Ellenbogen Poetry Award
- ‘Footnotes in the Order of Disappearance’ by Fady Joudah
Children/Young Adult
- ‘I’ve Loved You Since Forever’ by Hoda Kotb
Tips on buying property during a pandemic
Islay Robinson, group chief executive of mortgage broker Enness Global, offers his advice on buying property in today's market.
While many have been quick to call a market collapse, this simply isn’t what we’re seeing on the ground. Many pockets of the global property market, including London and the UAE, continue to be compelling locations to invest in real estate.
While an air of uncertainty remains, the outlook is far better than anyone could have predicted. However, it is still important to consider the wider threat posed by Covid-19 when buying bricks and mortar.
Anything with outside space, gardens and private entrances is a must and these property features will see your investment keep its value should the pandemic drag on. In contrast, flats and particularly high-rise developments are falling in popularity and investors should avoid them at all costs.
Attractive investment property can be hard to find amid strong demand and heightened buyer activity. When you do find one, be prepared to move hard and fast to secure it. If you have your finances in order, this shouldn’t be an issue.
Lenders continue to lend and rates remain at an all-time low, so utilise this. There is no point in tying up cash when you can keep this liquidity to maximise other opportunities.
Keep your head and, as always when investing, take the long-term view. External factors such as coronavirus or Brexit will present challenges in the short-term, but the long-term outlook remains strong.
Finally, keep an eye on your currency. Whenever currency fluctuations favour foreign buyers, you can bet that demand will increase, as they act to secure what is essentially a discounted property.
Info
What: 11th edition of the Mubadala World Tennis Championship
When: December 27-29, 2018
Confirmed: men: Novak Djokovic, Rafael Nadal, Kevin Anderson, Dominic Thiem, Hyeon Chung, Karen Khachanov; women: Venus Williams
Tickets: www.ticketmaster.ae, Virgin megastores or call 800 86 823
Mercer, the investment consulting arm of US services company Marsh & McLennan, expects its wealth division to at least double its assets under management (AUM) in the Middle East as wealth in the region continues to grow despite economic headwinds, a company official said.
Mercer Wealth, which globally has $160 billion in AUM, plans to boost its AUM in the region to $2-$3bn in the next 2-3 years from the present $1bn, said Yasir AbuShaban, a Dubai-based principal with Mercer Wealth.
“Within the next two to three years, we are looking at reaching $2 to $3 billion as a conservative estimate and we do see an opportunity to do so,” said Mr AbuShaban.
Mercer does not directly make investments, but allocates clients’ money they have discretion to, to professional asset managers. They also provide advice to clients.
“We have buying power. We can negotiate on their (client’s) behalf with asset managers to provide them lower fees than they otherwise would have to get on their own,” he added.
Mercer Wealth’s clients include sovereign wealth funds, family offices, and insurance companies among others.
From its office in Dubai, Mercer also looks after Africa, India and Turkey, where they also see opportunity for growth.
Wealth creation in Middle East and Africa (MEA) grew 8.5 per cent to $8.1 trillion last year from $7.5tn in 2015, higher than last year’s global average of 6 per cent and the second-highest growth in a region after Asia-Pacific which grew 9.9 per cent, according to consultancy Boston Consulting Group (BCG). In the region, where wealth grew just 1.9 per cent in 2015 compared with 2014, a pickup in oil prices has helped in wealth generation.
BCG is forecasting MEA wealth will rise to $12tn by 2021, growing at an annual average of 8 per cent.
Drivers of wealth generation in the region will be split evenly between new wealth creation and growth of performance of existing assets, according to BCG.
Another general trend in the region is clients’ looking for a comprehensive approach to investing, according to Mr AbuShaban.
“Institutional investors or some of the families are seeing a slowdown in the available capital they have to invest and in that sense they are looking at optimizing the way they manage their portfolios and making sure they are not investing haphazardly and different parts of their investment are working together,” said Mr AbuShaban.
Some clients also have a higher appetite for risk, given the low interest-rate environment that does not provide enough yield for some institutional investors. These clients are keen to invest in illiquid assets, such as private equity and infrastructure.
“What we have seen is a desire for higher returns in what has been a low-return environment specifically in various fixed income or bonds,” he said.
“In this environment, we have seen a de facto increase in the risk that clients are taking in things like illiquid investments, private equity investments, infrastructure and private debt, those kind of investments were higher illiquidity results in incrementally higher returns.”
The Abu Dhabi Investment Authority, one of the largest sovereign wealth funds, said in its 2016 report that has gradually increased its exposure in direct private equity and private credit transactions, mainly in Asian markets and especially in China and India. The authority’s private equity department focused on structured equities owing to “their defensive characteristics.”
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NO OTHER LAND
Director: Basel Adra, Yuval Abraham, Rachel Szor, Hamdan Ballal
Stars: Basel Adra, Yuval Abraham
Rating: 3.5/5
The specs
Engine: 2.0-litre 4-cylturbo
Transmission: seven-speed DSG automatic
Power: 242bhp
Torque: 370Nm
Price: Dh136,814
Short-term let permits explained
Homeowners and tenants are allowed to list their properties for rental by registering through the Dubai Tourism website to obtain a permit.
Tenants also require a letter of no objection from their landlord before being allowed to list the property.
There is a cost of Dh1,590 before starting the process, with an additional licence fee of Dh300 per bedroom being rented in your home for the duration of the rental, which ranges from three months to a year.
Anyone hoping to list a property for rental must also provide a copy of their title deeds and Ejari, as well as their Emirates ID.
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The specs
Engine: 3-litre twin-turbo V6
Power: 400hp
Torque: 475Nm
Transmission: 9-speed automatic
Price: From Dh215,900
On sale: Now
