The Dubai’s Department of Economy and Tourism (DET) announced that its Commercial Compliance and Consumer Protection (CCCP) sector received 60,732 feedbacks in 2021, representing 2% less consumer complaints compared to 2020. The feedbacks, which can be raised to the CCCP sector by visitors, tourists or residents are mostly complaints resolved (58,167), then observations (1,471) and enquiries (1,094).
As mentioned in the below infographic, these numbers show an increasing awareness from companies and customers about consumer rights, despite the impact of Covid-19 pandemic on the retail industry and many online/in store events (Dubai Shopping Festival (DSF), Lunar New Year, Dubai Summer Surprises (DSS), Eid, Diwali, ready-to-wear collections launch, regular sales etc.).
Key figures about the 2021 complaints
The below figures can help retailers identifying the activities for which they must be vigilant, as well as the opportunities for improvement.
Commercial sectors
| Ranking | Sector | % of the complaints |
| 1 | Services | 34.41% |
| 2 | Electronics | 13.59% |
| 3 | e-Commerce | 10.84% |
| 4 | Readymade garments and accessories | 8.07% |
| 5 | Shipping | 6.24% |
| 6 | Cars | 5.87% |
| 7 | Furniture | 5.7% |
| 8 | Car rental | 4.67% |
| 9 | Decoration and maintenance of buildings | 3.53% |
| 10 | Textiles and personal items | 3.01% |
| 11 | Auto repair workshops | 2.67% |
| 12 | Salons | 1.31% |
Complaint types
| Ranking | Type | % of the complaints |
| 1 | Refunds | 25.26% |
| 2 | Failure to comply with the purchase agreement | 15.53% |
| 3 | Defective product | 11.69% |
| 4 | Commercial fraud | 14.04% |
| 5 | Non-compliance with after-sales service | 4.01% |
| 6 | Exchange | 6.22% |
| 7 | Non-compliant commercial activity | 3.29% |
| 8 | Failure to comply with warranty terms | 2.73% |
| 9 | Annoying promotional calls | 2.36% |
| 10 | Shop policy inconsistent with the law | 2.22% |
| 11 | Refuse to repair device | 1.97% |
| 12 | Non-compliance with terms of promotion | 1.89% |
| 13 | Price increase | 1.45% |
| 14 | Failure to adhere to price list | 0.72% |
| 15 | Value Added Tax | 0.27% |
| 16 | Annoying promotions in malls/markets | 0.19% |
| 17 | Fraudulent gold & diamond transaction | 0.16% |
Consumer nationalities
| Ranking | Nationality | % of the complaints |
| 1 | Emirati | 24% |
| 2 | Indian | 14% |
| 3 | Egyptian | 11% |
| 4 | Saudi | 4% |
| 5 | Jordanian | 4% |
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