Dubai: Residents can file consumer complaints against retailers via WhatsApp
In Dubai, customers will soon have the ability to register grievances against retailers via WhatsApp, with a speedy resolution process; all of this being implemented within the next few weeks.
Next month, the Dubai Corporation for Consumer Protection and Fair Trade (DCCPFT), part of the Dubai Department of Economy and Tourism (DET), will launch this initiative.
DCCPFT's Director of the Consumer Protection Department, Ahmad Ali Moosa, said that the platform will rely on artificial intelligence to make the complaint process easier. Consumers will only have to upload their relevant documents, answer a few questions around the purchase or dispute, and within minutes receive the resolution letter on the DET letterhead.
"Based on the resolution letter presented to the retailer, then the retailer would be required to take action," Ahmad said the letter is official as it bears the official letterhead of the Consumer Protection Department.
Ahmad cautioned, "If a retailer or other establishment will not accept the resolution, he/she will be fined."
In order for the process to be valid, consumers must provide documentation such as invoices to justify their claims. Ahmad emphasized the need to submit the correct paperwork, which includes things like invoices and contracts. Complaints cannot be processed without them.
While on a tour of a mall in Al Barsha, the DET Team talked about the initiative. Officials of the consumer protection department in Dubai regularly issue advisories to raise awareness among residents and businesses.
Currently, shoppers are able to file complaints with the Consumer Protection Department via the department's website and call centre number 600545555, but the WhatsApp service will provide an easier and more effective way to contact the Consumer Protection Department.
He added, “We are currently in testing and will be launching in early". WhatsApp is what we went with, first because it is practical and second because every one of us has a device with that app [on it]. We are looking to ease people lives and spread happiness.”
The WhatsApp number for lodging complaints, Ahmad added, will reuse the same call centre number. He also encouraged the public to check out the DET’s website, consumerrights. ae, for accurate information.
Ahmad also advised people to always check the URL so that they do not become victims of fraudsters.
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