Consumers in Dubai will soon be able to file complaints against retailers directly through WhatsApp, with a quick resolution process in place.
This initiative by the Dubai Corporation for Consumer Protection and Fair Trade (DCCPFT), a part of the Dubai Department of Economy and Tourism (DET), will be rolled out next month.
Ahmad Ali Moosa, Director of the Consumer Protection Department at DCCPFT, explained that the platform will use artificial intelligence to simplify the complaint process. Consumers will simply need to upload relevant documents, answer a few questions about their purchases or disputes, and quickly receive a resolution letter bearing the DET letterhead.
“Consumers can then present the resolution letter to the retailer, and based on that, the retailer will be required to take action. Since the letter carries the official letterhead, it serves as an official document from the Consumer Protection Department,” Ahmad said.
“If a retailer or establishment refuses to accept the resolution, they will face a penalty,” Ahmad warned.
For the process to be valid, consumers must provide essential documents, including invoices, to support their claims. Ahmad stressed the importance of submitting correct documentation, such as invoices and contracts. Without these documents, complaints will not be processed.
During an inspection tour at a mall in Al Barsha, Khaleej Times joined the DET team as they discussed the initiative. Dubai’s consumer protection department’s officials routinely issue advisories to create awareness among residents and businesses.
While shoppers can currently submit complaints to the Consumer Protection Department through its website and call centre number 600545555, the WhatsApp service will offer a more accessible and convenient way to reach the Consumer Protection Department.
“We are in the testing phase now and will roll out in the early second quarter,” he said. “We have chosen WhatsApp because it’s handy and is available on every single person’s device. We are trying to make people’s lives easier and bring happiness to them.”
Ahmad revealed that the WhatsApp number will be the same as the call centre number to submit complaints. He also recommended that people visit the DET’s official website, consumerrights.ae, for accurate information.
“I recommend that people always verify the URL to avoid falling into the trap of scammers,” Ahmad added.
