The consumer platforms in Dubai, a key asset for customers but also for retailers

As a retail company the customer relationship management is key, especially if you are located in Dubai.

The Dubai’s Department of Economy and Tourism (DET) created the Commercial Compliance and Consumer Protection Sector (CCCP) to develop awareness on commercial rights and favor trust relationship between sellers and customers.

Under this initiative, two main platforms were launched: the consumer rights website and Dubai consumer app (Apple store / Google play / Huawei AppGallery).

Consumer rights website

First, this platform allows consumers to access their rights: right of safety, education, to know, choose…

It is also possible to access to the consumers responsibilities: verify the details of the service or goods, know the replacement and return policies, report illegal practices…

Furthermore, the CCCP is providing policies (refund, repair, replacement, invoice, warranty…) for the following retail sectors :
- Furniture
- Goods and services
- Textiles and personal items
- Tools, equipment, electrical appliances and electronics
- Vehicles

It is also possible to find all information about the complaint submission and process through the website and app: time to generate the empowerment letter, to be contacted by a consumer protection employee… It is also possible to submit a complaint by phone, contacting the dedicated call center
To submit a complaint, resident or tourist consumers must use and fill the related C2B form with their personal information (name, email, mobile and nationality) as well as the company and complaint details (name, commercial sector, subject, description…)

Consumer friendly standards have been developed and documented on the platform to help companies to improve the customer experience and service quality. Moreover, information about how to be accredited with these standards (criteria, assessment process…) is also available. Some of the retailers which received the Consumer friendly standards certificate: AW Rostamani, Al Ghandi Auto, Huawei, Samsung, Ikea, Noon, Tommy Hilfiger, Aldo, Jawhara

Then, some media and documentation content like a price monitor of good and hygiene products are available on the website
The organization is also providing information and services for traders and business owners (B2B)

Dubai consumer app

One of the key feature of this app is the Smart Protection self service which allows customer to solve their problems in 5 minutes:
- Product issue
- Service issue
- Deposit refund issue
- Issue with a repair request
- Extra charge added of credit card to invoice
- Follow-up on a solution letter/compliant