More than 100,000 complaints resolved by Dubai consumer protection agency

Dubai's consumer protection agency says it has resolved more than 100,000 consumer complaints since 2010, about 15,000 per year, with faulty goods and disputes over cash refunds the most common cause of disputes.

Some 22 per cent of complaints from customers were about product failures and 18 per cent about rows over cash refunds.

The Commercial Compliance and Consumer Protection (CCCP) sector at Dubai Economy said it intervenes when a retailer and customer are unable come to an agreement about a fault or row.

About one in 20 complaints were about "extra fees" added on to purchases.

The complaints received were from various sectors, with the services industry, including retail, accounts for 35 per cent of complaints. Electronics followed at 22 per cent and the car industry with 12 per cent of complaints.

“Consumer awareness in Dubai is definitely on the rise and the workshops and campaigns regularly conducted by the CCCP sector have contributed substantially to encouraging consumers to raise issues and seek solutions,” saud Mohammad Ali Rashed Lootah, chief executive of CCCP.

“The retail sector is a key driver in the development of our local economy and we are committed to raising Dubai's reputation as the ideal location and business platform for selling and buying at both the local and international levels," said "The sector is keen to promote transparency and facilitate the relationship between traders and consumers through an ideal environment with a high culture of awareness and neutrality in buying and selling."

The authority's 'Ahlan Dubai' call centre handles complaints directly while there is greater use of Twitter, Instagram, YouTube, and other social media channels.