'Consumer protection counters' at Dubai auto dealerships to cut complaints

Automobile sector sees 2,430 consumer complaints in the first half of 2016
'Consumer protection counters' at Dubai auto dealerships to cut complaints
(Getty Images)
By Staff writer
Tue 09 Aug 2016 11:28 AM

'Consumer protection counters' could be added to car showrooms in Dubai to help consumers and traders to resolve complaints more quickly.

Officials from the emirate’s Department of Economic Development (DED) held a meeting with seven automobile dealers including Al Rostamani Automobiles, Al Futtaim Motors, Juma Al Majid Automobiles and Gargash Enterprises to discuss the counters.

Dealers were briefed on the guidelines regarding the project and the need for establishing the counters by the beginning of 2017, the DED said in a statement.

The counters are a DED initiative to enable consumers and traders resolve complaints without the need to elevate them to DED Consumer Protection.

The DED had previously earlier held similar meetings with seven hypermarkets in Dubai in the first phase. 

The automobile sector accounted for 2,430 of the consumer complaints we received in the first half of 2016, revealed Mohammed Ali Rashid Lootah, CEO of CCCP (Commercial Compliance and Consumer Protection).

“The sector stood third in terms of consumer complaints, with a 15 percent share, and up to 73 percent of them were either related to non-compliance with the terms of the agreement, refund, or defective products,” he said. “A consumer protection counter will help speed up complaint resolution, and thus lead to fewer complaints at the DED call centre.

Many dealerships had facilities for receiving customer complaints that do not comply with new DED standards, said Ahmad Al Awadi, the DED’s head of the Commercial Protection Section.

“The counter should be located in a prominently visible area within the showroom and should have bilingual (Arabic and English) staff to receive complaints,” he said. “There are also clear instructions on the procedures to be followed in receiving consumers and their complaints as well as in providing them information on DED’s consumer protection channels in case they are not satisfied with the service available at the counter. The counter should maintain a record of all complaints, whether solved or unresolved, as well as the action taken on each of them.”

Consumers who visit the counters without resolving their issue will still be able to raise their complaint with DED on the Ahlan Dubai number 600 54 5555.

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