Consumers must report poor quality products

Consumer protection is coming into focus both globally and here in the UAE as it concerns the socio-economic, legal and administrative sectors. The importance attached to consumer protection reflects the scale of the present challenges faced by the society due to economic openness and the easy access to information.

Accordingly, the consumer is in dire need for protection and he himself is a part of ensuring this protection. He needs to rationalise his spending and consumption; he needs to understand his financial capabilities and spend accordingly.

Complaints & Responses Devious design: A man lodged a complaint against an interior design company, saying that he paid the firm Dh200,000 to change the décor of his office but it failed to do so. He said the company failed to comply with the contract on the pretext that the money paid for the decor costs that was agreed upon was insufficient. The Consumer Complaints Section contacted the firm and verified the matter after which the section settled the issue by revoking the contract. The company has been asked to refund the amount and the complaint has thus been closed. Toy row:A consumer filed a complaint against a toys shop at the Chinese mart. He said he bought a battery-operated toy boat and said the shop owner had used a spoilt battery in the toy which damaged the electric wiring of the toy. When the complainant went back to the shop and asked for either a replacement of the toy or refund, the shop owner refused to take any action. The section has amicably settled the issue and the shop owner agreed to refund the complainant Dh1,500 that the latter paid for the toy boat. Taken for a ride: A man filed a complaint against a rent-a-car firm. He claimed that he hired a car from the shop but when he returned it, the company rep told him to pay some extra charges. He was also asked to pay Salik charges calculated at Dh5 instead of Dh4. The firm also refused to give him any receipt against the payment he made. The Consumer Complaints Section communicated with the car rental company and asked the company to charge Dh4 instead of Dh5 for Salik and issue receipt of the same to the complainant. The complainant has been informed that the extra fees he had to pay was because of a traffic violation recorded against him. The issue was solved and the complaint was subsequently closed. (Compiled by Salah Al Deberky)

The consumer must be aware of how to protect himself from the parties who are part of the process of sale and purchase. He should verify the validity of products on display by checking the information available. He must educate himself about matters related to preventive health and commercial and economic aspects.

We urge the consumer to keep a watchful eye on commodities on a daily basis, and ensure their quality. In cases of discrepancies, they must lodge complaints with the bodies concerned. These entities are the watchdogs which ensure strict compliance to existing laws so that the economic progress of the country continues.

In our view, the consumer is the one who creates the balance because in the end he is the one who chooses to pay. His indifference and silence to poor quality, however, will result in corruption, fraud and uncontrolled price hikes.

The bodies concerned should also enlighten the consumer and guide him to ensure the protection of his rights. This can be achieved by conveying information about products, services and ideas to the consumers to familiarise them with these products and their prices.

It is important that the consumer is made aware of the smart application called ‘Selaty’, which gives information about products and their prices at different sales outlets.

I would like to point out that trading establishments are looking to offer products and services which will distinguish them from their competitors. They now focus on the consumer, his satisfaction and ensure his loyalty. After all, the consumer is the main reason for the existence of such establishments!

Trade establishments now adhere to the quality requirements of the International Organisation for Standardisation (ISO), which the consumer considers to be as the authority on quality.

(As told by Abdul Aziz Al Tannak, Senior Manager, Outskirt Branches)

Discontinue using the yard unit, traders told

The Department of Economic Development’s (DED) Commercial Compliance and Consumer Protection Division has asked traders and distributors to discontinue using the yard unit and replace it with the metre unit. Measurements for trade, issue of bills, sale systems and announcement of prices should be made in the metre unit by June 30, 2014.

The Emirates Authority for Standardisation and Metrology (ESMA), which is the DED’s strategic partner, had earlier coordinated with textile traders on the issue. Suppliers were given a transitional period until the end of 2014. The division will ensure the commitment of textile traders and suppliers to migrate to the new system before the deadline ends.

“We appeal to all textile traders in the country to provide the yard unit measurement scale for use in measurement to the dealers, issue bills on the metre unit and scrape trade exchange by using the yard unit,” said Walid Abdul Malik, Director of the division.

The division has a tangible impact on activating the trade markets and retail sector, which will play an awareness and watchdog role after the expiry of the period set for working with the metre unit. Inspection tours of shops and companies will be conducted to ensure compliance.

ESMA’s decision complies with the international practice and it is trying to remove the obstacles to inter-countries trade. Unification of measurements is aimed at encouraging trade exchange between countries, and at averting duality in the measurement units.

The transitional period for use of the metre unit is important, logical and pre-planned by the ESMA. The grace period given will safeguard the traders’ interests, especially with regard to goods stored in warehouses. The grace period will also minimise — as much as possible — the economic impacts of the decision.

The division will launch awareness campaigns aimed at traders to explain all the aspects pertaining to the implementation of the rule.

Khaleej Times runs the ‘Consumer Forum’ series in collaboration with the Department of Economic Development in Dubai. Readers can email their complaints and suggestions to news@khaleejtimes.com with the subject line ‘Consumer Forum’ or raise them directly with the DED on phone number ..600 545 555