Consumer Protection and Retail Growth in Dubai

Commitment to consumer protection and enhanced customer outreach is contributing to enhancing the shopping experience in Dubai and encouraging more shoppers to raise their concerns. The Commercial Compliance and Consumer Protection (CCCP) sector in the Department of Economy and Tourism received over 60,000 feedback from shoppers in 2021 as retailing in Dubai recovered from the impact of Covid-19. Such shared knowledge and mutual trust have a major impact on Dubai sustaining its reputation as a retail hub and tourist destination.

Consumer Feedback and Complaint Resolution

The 60,732 consumer feedback recorded last year included 1,094 enquiries and 1,471 observations too, in addition to the 58,167 complaints resolved. Ease of communication was also a major factor driving consumer engagement, as is evident from 94% of shoppers using the smart channels of CCCP to voice their concerns have their complaints resolved in 2021. “We are committed to ensuring that the shopping experience in Dubai is well-aligned to the customer happiness that the city promotes as an integral element of its competitiveness,” said Mohammed Ali Rashed Lootah, CEO of the CCCP sector.

Statistical Overview of Consumer Complaints

A vast majority of the consumer complaints received in 2021 came from the Services sector, which continues to evolve as a key economic activity in Dubai. Based on the data provided, the following sectors and reasons were most prominent in consumer feedback:

• Top sectors by complaint volume:
  • Services: 34.41%
  • Electronics: 13.59%
  • e-Commerce: 10.84%
  • Readymade garments and accessories: 8.07%
  • Shipping: 6.24%
  • Cars: 5.87%
  • Furniture: 5.7%
• Primary reasons for complaints:
  • Refunds: 25.26%
  • Failure to comply with purchase agreement: 15.53%
  • Commercial fraud: 14.04%
  • Defective product: 11.69%

Addressing Unsolicited Promotions

The Department of Economy and Tourism is committed to maintaining the exceptional quality of life Dubai provides to residents, citizens and visitors alike. DET will address consumer complaints on unsolicited promotional flyers and stickers. Ahmad Al Zaabi, Director of Consumer Protection in DET, also reminded merchants that piling promotional stickers and flyers in front of buildings and homes is not only annoying but can also have a negative impact on general cleanliness and the living environment. Consumers can use the ‘Notice’ option available on the ‘Dubai Consumer’ app to alert DET on flyers and stickers thrown at their place.

Accessing Protection Services

Shoppers in Dubai, including visitors, tourists and residents, are constantly being reminded of their consumer rights. We have also made it easier for them to connect with us instantly and have their complaints and concerns resolved amicably. Consumers can submit their complaints through the following channels:

• The Dubai Consumer app available on the Apple, Google, and Huawei stores
• The Consumerrights.ae website
• By calling 600 54 5555

Emiratis accounted for 24% of the consumer complaints in 2021 while the rest were mostly from Indians (14%), Egyptians (11%), Saudis (4%) and Jordanians (4%). The decrease seen in consumer complaints despite visitors returning in large numbers to malls and markets in Dubai in 2021 underlines an increased awareness among consumers as well as merchants.