Dubai Economy resolves 1,196 consumer complaints from tourists in Q3 2019

Complaints are satisfactorily resolved in four working days normally; Rise in complaints shows successful consumer outreach across varied channels: Lootah

gold sector

Staff Report

The Commercial Compliance & Consumer Protection (CCCP) sector in Dubai Economy resolved 1,196 consumer complaints it received from tourists visiting the emirate during the third quarter of 2019. Sustained consumer outreach and awareness building initiatives by CCCP also saw complaints from visitors increasing 73% during the third quarter, compared to 692 such complaints received in the same period of 2018.

Not only that tourists are responding enthusiastically to the efforts of Dubai Economy to guarantee transparency across in Dubai but more visitors buying in Dubai and emphasising their consumer rights also underline Dubai’s growing prominence as a retail hub and preferred destination for premier brands and shoppers worldwide.

Saudi Arabia accounted for more than half of the total consumer complaints raised by visitors in Dubai during the months of July, August and September of this year – 669 complaints. Tourists from India were next with 68 complaints, followed by those from Egypt (59), Oman (45), UK (37), Kuwait (29), Pakistan (27), The Philippines (21), Bahrain (19) and Jordan (18). A number of other nationalities together accounted for 204 complaints.

Commented Mohammed Ali Rashid Lootah, CEO, CCCP: “Dubai being a popular tourist destination, Dubai Economy accords top priority to resolving consumer complaints from tourists on account of their shorter period of stay here. We put in our best efforts and resolve such complaints within no longer than four working days.”

Lootah added that the Consumer Protection team in CCCP makes use of conventional as well as smart channels to connect to customers and handles their complaints in line with the Dubai Economy strategy to enhance consumer awareness and protect consumer rights. “Our end goal is to reiterate the competitiveness of Dubai as a retail destination and hub, regionally and globally.”

A major share (463) of the complaints received from tourists in Q3 2019 involved refunds. Non-compliance with the terms and conditions of purchase (223 complaints), commercial fraud (156), defective product (89), additional charges (48) were also among complaints raised by tourists and there were also 217 complaints pertaining to various other issues.

The largest number of complaints – 375 – were about car rentals and 200 were about various services. E-commerce came third with 160 complaints, followed by the automotive sector (137 complaints) and electronics sector (123) while 201 were related to various other sectors.

Lootah urged all consumers – residents and tourists alike – to report fraudulent or any other practices that could be harmful to them to CCCP on the phone number 600 54 5555 or the ‘Smart Protection’ app, which relies on artificial intelligence to protect consumer rights. –