Smart Protection service to handle Dubai consumer complaints
Department of Economic Development launches smart complaint service to manage consumer issues
Dubai has launched a ‘smart protection' service which uses machine learning to respond and resolve consumer complaints.
The Commercial Compliance & Consumer Protection (CCCP) sector in the Department of Economic Development (DED) Dubai said the service is available in both English and Arabic.
It engages consumers in a direct dialogue to understand the complaint, processes the information gathered, analyses data and provides an immediate solution for consumer complaints based on the applicable policies and laws.
Consumers can access the service by downloading the Dubai Consumer app available on Android and iOS mobile phones, or on the Dubai Consumer Protection website (www.consumerrights.ae).
Mohammed Ali Rashid Lootah, CEO, CCCP, said: "DED is proud to be the first government entity to launch a service based on artificial intelligence for consumer protection and global complaint resolution.
"Through the new service we aim to enhance consumer confidence in the local market and enable consumers to have their complaints resolved anytime, quickly and efficiently."
The new service receives complaints 24/7 and asks questions to gather information and within a few minutes, the consumer receives an empowerment letter stating the details of the complaint and an instruction from CCCP to the retailer to resolve the issue. The consumer can then present the letter to the retailer concerned.
Lootah said the company or trader must take the necessary action within seven days from receiving the empowerment letter. If the merchant does not comply, the consumer can notify the same to the smart service and CCCP will take necessary action against the merchant, including imposing fines.
"Our objective is to regulate the relationship between the merchant and the consumer, enhance communication with consumers, increase consumer awareness of their rights and duties, and to enable them to make smart decisions," said Ahmed Al Zaabi, acting director of Consumer Protection in DED.