Dubai, 15th July 2010: Shops, restaurants have three months to post customer complaint numbers. From Sunday, all outlets, including shops and restaurants, must clearly display contact details for customers to report complaints about their consumer rights, as directed by the Department of Economic Development.

 

The outlets will have a three-month grace period — until October 18 — to implement the new policy and those which fail to do so will be fined, the department said.

The department said the purpose of the rule was to strengthen communication between consumers and retailers.

Department of Economic Development Commercial Compliance and Consumer Protection Division Chief Executive Officer Omar Bu Shahab said: "The owners of the outlets can print the data related to consumer rights by visiting the website www.consumerrights.ae, and downloading the document under the heading, Campaign slogan. The document must be placed in a clearly visible area behind the cash counters in both Arabic and English," Bu Shahab said.

The data should be printed on at least an A4 paper size and the font used should not be smaller than that of the original document.

 

"We've been working for several years to enhance our communication with consumers and retailers and that one was one of our projects that has been actually implemented," Bu Shahab said.

 

Warning

 

Outlets which didn't comply with the regulations would be given a warning, which if ignored could lead to a Dh10,000 fine or even temporary closing of their store, Bushahab said.

Govind Bharwani, President of The Apparel Group, one of the largest retail groups in the region, told Gulf News that the new policy would "definitely put pressure on those who aren't transparent with their policies. It's a must for the market as it is in the rest of the world as it is going to protect the rights of the customers."

 

A call centre would now be dedicated to receive consumer complaints and suggestions.

 

Bushahab said the centre had already received complaints which staff tried to follow up within 48 hours.

"Once you register a complaint, you'll receive an SMS with a complaint number," Bushahab said.

 

Consumers can lodge a complaint with the Department of Economic Development by emailing consumerrights@dubaided.gov.ae, or phoning Ahlan Dubai on +971 600 545 555.