Some complaints are unfamiliar and “out of jurisdiction”

The Consumer Protection Department at the Dubai Consumer Protection and Fair Trade Corporation, affiliated with the Department of Economy and Tourism in Dubai, continues to receive complaints in the context of its tasks to protect consumer rights and business owners, and address them with efficiency and high speed, and enhance confidence in the market They complained.

Out of jurisdiction

According to the Consumer Protection Department, the percentage of complaints outside its jurisdiction reaches about 15% of the total number of complaints it receives. The administration confirmed to «Emirates Today» that it is working to advise and guidance to consumers, to reach the authorized authority to consider these complaints.

And “Consumer Protection” also revealed that a percentage of about 13% of complaints does not contain accurate or incomplete information, which makes dealing with them more difficult, pointing out that despite this, it is making double efforts to communicate with the companies concerned, trying to find solutions that satisfy all parties, and address the complaint according to the principles and laws.

plastic surgery

“We are here to provide support and solutions to consumers always, but some complaints we receive are unfamiliar and include inaccurate information, or even outside the framework of jurisdiction.”

Moussa added: “The Consumer Protection Department received an unfamiliar complaint from a girl, against a beauty center, calling for compensation after she underwent a cosmetic procedure that was not identical to what she requested by 100%, and she did not like the procedure.”

Moussa stressed that although the complaint was outside the competence of the Consumer Protection Department, the administration intervened to help find a solution that satisfies the two parties.

He continued: «Indeed, the administration contacted the relevant beauty center, which agreed to perform a free plastic surgery, in compensation for the complainant girl, but the surprise appeared when the girl asked to perform the operation in the interest of her sister instead, which added an unexpected dimension to this complaint.

Vehicle

Moussa pointed to another complaint received by the Consumer Protection Department, and it was the owner of a vehicle in which the car manufacturer called for compensation, after the electric vehicle suddenly stopped working.

He said: “The Consumer Protection Department continued with the manufacturer, to show that the car was exposed to water that was flooded with its electronic devices, which led to its failure.”

Moussa added: “The surprise is that the complainant did not mention the leakage of water to the vehicle in his complaint, but rather was trying to hold the manufacturer responsible, especially since the insurance policy he owns does not cover this type of damage,” noting that this issue showed how some consumers attempts to hold responsibility companies, which may raise questions about the motives of the complaint.

Imitator

Moussa reviewed a third complaint with which the Consumer Protection Department dealt with, and she was a customer who said that he had a doubt that the spare parts that were installed in his car are not original.

He added: “When searching and the administration assumes the tasks of addressing the complaint, it was found that the reference numbers of spare parts are contained in the bill, and it turned out to be original», pointing out that it is not logical that the complainant filed a complaint after six months, given that any malfunction that may fall under the item of “misuse”, with the passage of this period.

Protecting rights

Moussa told «Emirates Today»: “The primary goal for us is to protect the rights of consumers and business owners, but there are certainly some cases in which it is difficult to provide direct solutions due to the absence of information, or because the complaint is not based on clear facts.”

He stressed that in light of these various issues, the Dubai Consumer Protection Department remains committed to providing a fair and fair commercial environment, despite the challenges in dealing with strange or unacceptable complaints with sufficient evidence.

He added, “We are committed to ensuring that all complaints receive our full attention, and we always strive to address them.” He was not able to consume the consumer’s duty to read with all the conditions and conditions attached to goods or services before buying or contracting them.

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Clear contracts protect rights

“It is the right of the consumer to be fully aware of all the details related to the products and services that it acquires or benefits from, and it must be accurately verified,” said Dubai Consumer Protection Department at Dubai Consumer Protection and Fair Trade, one of the institutions of the Department of Economy and Tourism in Dubai, Ahmed Ali Musa. In the event that any of the conditions or conditions are unclear, then a clarification must be requested from that side before completing the purchase or contracting process.

Moussa pointed out that this trend should not be limited to buying goods, but also includes contracts related to services such as building services, maintenance, home design, and decorations. He said: «It is necessary for consumers to carefully review the contracts in these areas, especially in the event of any amendment to the terms of the contract, or in the event of the owner or the authority provided for the service. He added, “It is important for the consumer to make sure of the amendments that occur to the contracts, and request that they be amended if necessary, to ensure his rights and avoid any problems that may occur later,” stressing that “clear contracts and accurate review of them contribute to protecting both parties to any disputes that may occur in the future.”

. 15 % of the total complaints received by “Consumer Protection” in Dubai are outside their jurisdiction, and 13 % do not contain accurate information.