Dubai sees 17% drop in commercial complaints as ease of doing business improves

 Department of Economy and Tourism unit says it received 414 commercial complaints last year compared to 500 in 2020


Dubai has recorded a 17 percent decline in commercial complaints in 2021, driven by the implementation of measures to enhance the ease of doing business in the emirate.

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

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

The remaining came from sectors such as equipment rental, labour supply, car rental, document clearance and transportation, the CCCP said in a statement.

Non-compliance with the agreement terms was the cause of 61.6 percent of the complaints while commercial fraud was behind nearly 20 percent.

Other common complaints involved after-sales service (6.28 percent), unauthorised activity (5.8 percent), non-compliance with specifications and standards (3.4 percent) and failure to comply with warranty terms (2.4 percent).

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


Mohammed Ali Rashed Lootah, CEO of CCCP, said initiatives launched to increase compliance awareness among traders, and enable them to adopt best practices in transacting business with their counterparts as well as consumers, have helped promote confidence internationally in the Dubai brand as well as the competitiveness of the emirate as a hub and gateway.

“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,” Lootah added.

In 2019, the CCCP issued a Commercial Compliance Manual explaining the most important points the trader should focus on to avoid interruption and violations.

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