Dubai sees significant drop in commercial complaints

Dubai recorded a 17 per cent decline in commercial complaints in 2021.

The drop in business-to-business disputes was driven by the implementation of a series of measures to enhance ease of doing business and enhance confidence among merchants in the emirate.

All commercial complaints submitted last year came through smart channels, indicating a strong preference among businesses for engaging digitally with government authorities in Dubai.

The Commercial Compliance & Consumer Protection (CCCP) Sector in the Department of Economy and Tourism (DET) received 414 commercial complaints in 2021, compared to 500 in 2020.

Ninety-one per cent of the complaints were filed through the DET website - consumerrights.ae - and the remaining 9 per cent on the ‘Dubai Consumer’ app.

"Any business, irrespective of whether they operate in or outside the UAE, can approach us if they have a dispute with a merchant in Dubai. Businesses globally will feel more confident about Dubai when we protect their rights and enable them to grow sustainably, especially at a time when the emirate is becoming increasingly connected with international markets," said Mohammed Ali Rashed Lootah, CEO of CCCP.

Driven by the implementation of a series of measures to enhance ease of doing business and enhance confidence among merchants in Dubai, the emirate has recorded a 17% decline in commercial complaints in 2021.https://t.co/tEoxYVfKdm pic.twitter.com/qu84fGsv2x

— Dubai Media Office (@DXBMediaOffice) February 28, 2022

The CCCP issued a ‘Commercial Compliance Manual’ in 2019 explaining the most important points a trader should focus on to avoid interruption and violations.

The business community can refer to the directory, available in Arabic and English, by visiting the Consumerrights.ae website.

The services sector accounted for the majority (31.6%) of the commercial complaints received in 2021, followed by the building materials (18.8%), foodstuff (13.8%), decoration & construction (12.6%), accessories (5.8%), electronics (5.8%), shipping (5.6%), furniture (1.5%) and cars (1.5%) sectors.

The remaining came from sectors such as equipment rental, labour supply, car rental, document clearance and transportation.

Non-compliance with the agreement terms was the cause of more than 61 per cent of the complaints, while commercial fraud (19.32%), after-sales service (6.28%), unauthorised activity (5.8%), non-compliance with specifications and standards (3.4%), and failure to comply with warranty terms (2.4%) were the other leading complaints.

Additional fees on a service/product and shop policies inconsistent with the law were also found to have led to disputes.

Merchants can file their complaints relating to services provided by commercial establishments in Dubai, along with the necessary documents and evidence, through the Consumerrights.ae website or through the ‘Dubai Consumer’ app.

If the complainant is from outside the UAE, the documents must be certified by the competent authorities in their respective countries.