Abu Dhabi, renowned for its burgeoning business landscape, has witnessed a substantial surge in consumer grievances, marking a remarkable 83.4% increase in resolved cases throughout 2023.
Data released by the Abu Dhabi Business Centre, an integral entity within the Abu Dhabi Department of Economic Development (ADDED), unveiled a striking uptick in complaints, with figures soaring to 24,833 grievances in 2023—a noticeable 6.9% rise from the preceding year’s tally of 23,232 cases. The collective worth of goods and services under scrutiny amounted to a substantial AED26.64 million ($7.25 million).
Despite the escalating volume of grievances, the Consumer Protection Department demonstrated commendable efficiency by swiftly addressing a majority of the complaints, while 1,041 cases were referred to judicial authorities for further action.
Mohammed Munif Al Mansouri, the esteemed Executive Director of the Abu Dhabi Business Centre, underscored the pivotal role of consumer protection in fortifying the region’s business ecosystem. He emphasized the imperative of upholding consumer rights and intellectual property, alongside ensuring unparalleled standards of safety, quality, and transparency within the market.
Al Mansouri articulated, “Consumer empowerment through knowledge and advocacy fosters a culture of accountability and excellence in service provision, bolstering the dynamism and competitiveness of Abu Dhabi’s commercial sector. Our steadfast commitment to promptly resolving 83.4% of grievances reflects the robustness of our procedural mechanisms, reinforcing Abu Dhabi’s stature as the preferred hub for talent, enterprise, and investment.”
In tandem with grievance resolution, the Consumer Protection Department orchestrates proactive field visits to various commercial establishments, encompassing an array of sectors spanning from automotive to retail, to safeguard consumer interests and uphold industry standards.
Of notable significance is the discernible spike in complaints related to car maintenance and spare parts, which witnessed a notable escalation from 968 cases in 2022 to 1,493 in the preceding year—an uptick of 54%. These grievances constituted 6% of the total complaints registered.
Furthermore, the data underscored a spectrum of grievances spanning from electrical and electronic devices to household supplies, textiles, and health club services. The multifaceted nature of complaints underscores the imperative of streamlined grievance resolution mechanisms in fortifying consumer confidence and sustaining economic vitality.
In essence, the surge in consumer grievances serves as a poignant reminder of the indispensability of robust consumer protection frameworks in fostering sustainable economic growth and nurturing a culture of trust and transparency within the marketplace.
