Dubai Economy Resolves 1,201 eCommerce-Related Consumer Complaints in Q3 2019

The Commercial Compliance & Consumer Protection (CCCP) sector in Dubai Economy resolved 1,201 consumer complaints related to electronic transactions during the July-September period of 2019. The complaints were received and resolved in line with the strategic objective of reinforcing Dubai as a competitive business center and promoting innovations that boost productivity in the national economy.

Non-compliance with the purchase agreement was the main reason for a majority of the eCommerce-related complaints (320) filed at Dubai Economy during the third quarter of 2019. Commercial fraud (250 complaints), refunds (194), defective products (142), after-sales service (62), warranty (45), exchange (34), non-compliance with promotional offers (29), and malfunctioning devices (27) were also among issues involved in the other eCommerce-related complaints while there were 22 complaints related to shop policies incompatible with the Business Protection Act and 20 concerning shops conducting unauthorized activities.

Consumers also complained about added charges imposed by shops (11 complaints), refusal to repair devices (11), merchants demanding additional fees on service or product (10), product damage or breakage (10), poorly tailored clothes (6 complaints), and non-adherence to the price list (6) while two complaints were recorded in the VAT category.

Mohammed Ali Rashid Lootah, CEO of CCCP, said: “The number and diversity of complaints we received on eCommerce transactions reflect the importance of the Commercial Compliance & Consumer Protection sector and our commitment to maintaining a transparent retail environment that upholds the rights of consumers as well as traders. Our regular campaigns focus on raising awareness among consumers and merchants as well as the public, thus reinforcing Dubai as one of the best shopping destinations in the world and the first choice for doing business.”

Lootah added: “Protecting consumer rights in line with the applicable laws and enhancing consumer awareness as well as their confidence is a top priority for us. We will continue to launch initiatives and develop procedures that protect consumers from harmful practices and take informed decisions.”

Dubai Economy strives to enhance confidence in Dubai as a reliable and preferred shopping destination, Lootah said. “Consumers can refer to our awareness campaigns to find out more about their rights. They should obtain full information from the seller, refer to the user's manual, as well as maintain their purchase invoices throughout the warranty period.”

Lootah called on all consumers to report any violation of price manipulation to CCCP through the call center number 600545555, or by downloading the ‘Dubai Consumer’ app available on Android and iOS.