Dubai car dealers set to host consumer protection counters

Vehicle dealers in Dubai must establish consumer protection counters in car showrooms from the beginning of 2017.

Officials from the Department of Economic Development (DED) in Dubai held a meeting with seven vehicle dealers in Dubai to discuss the establishment of consumer protection counters in car showrooms. The dealers were briefed on guidelines regarding the counters and the need to establish them by the beginning of 2017.

The consumer protection counter is a DED initiative to enable consumers and traders to resolve complaints amicably and quickly before elevating them to the DED's consumer protection section. Consumers not satisfied with the response from the consumer protection counter can still raise their complaints with the DED via existing channels.

Officials from the Commercial Compliance and Consumer Protection (CCCP) sector in the DED visited major car agencies in Dubai to discuss various aspects related to the counters.

The role and importance of the counters in strengthening relations between traders and consumers and common complaints that can be resolved verbally, without any obligations on either party, or fines, were highlighted during the meetings. The DED had earlier held similar meetings with seven hypermarkets in Dubai.

Mohammed Ali Rashid Lootah, CEO of CCCP, said the consumer protection counter would contribute significantly to harmonious relations in Dubai's retail segment and enhance the emirate's reputation as a shopping destination and regional as well as global business hub.

"The automobile sector accounted for 2,430 of the consumer complaints we received in the first half of 2016. In fact, the sector stood third in terms of consumer complaints, with a 15 per cent share and up to 73 per cent of them were either related to non-compliance with the terms of the agreement, refund or defective products. A consumer protection counter will help speed up complaint resolution and lead to fewer complaints at the DED call centre," added Lootah. - Wam