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News : Dubai Economy Sees Consumer Complaints Increasing 20% to Hit 39,113 in 2019


Dubai, UAE, Jan 13, 2020 -- Continued efforts by Dubai Economy to improve consumer rights awareness and strengthen consumer feedback as part of promoting the city as a safe and competitive shopping destination have led to a substantial increase in consumer complaints. While 32,650 consumer complaints were received in 2018, the past year saw a 20% increase leading to 39,113 complaints, or 3,259 complaints monthly on average, according to the Commercial Compliance & Consumer Protection (CCCP) sector in Dubai Economy.

True to Dubai’s reputation as a thriving services hub, the largest share of consumer complaints also came from this sector in 2019. The Services sector accounted for 29% (11,342) of the complaints while the Electronics sector was next at 15% (5,867). The increasing number of digital transactions in Dubai also find a reflection in the number of consumer complaints with 4,694 (12%) complaints related to the eCommerce segment.

An overview of the complaints received in 2019 also show that consumers use varied channels to raise their grievances. The Dubai Economy Contact Centre (Tel: 600 54 5555) received about 57% of complaints while the remaining 43% came through various smart channels offered by CCCP, including the Smart Protection app.

Non-compliance with the purchase terms was the issue involved in 27% of the consumer complaints in 2019 while others were chiefly related to refund (19%) and damaged products (17%). Non-compliance with warranty terms, commercial fraud, and price mismatches were among the causes of the remaining 37% of complaints.

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Emirati consumers constituted 25% of the total complainants in 2019 while Indians (16%), Egyptians (12%), Saudis (9%) and Jordanians (6%) stood next.

Mohammed Ali Rashed Lootah, CEO of CCCP, said the increasing number of consumers raising a variety of issues validate the effectiveness of the outreach and awareness campaigns of Dubai Economy. CCCP responds to consumer complaints and resolves them amicably within a maximum of four working days, he added.

"Dubai’s economy seeks to promote an awareness culture and an ideal environment where consumers and merchants enjoy cordial relations. Our focus is on handling consumer issues impartially and in line with the best international standards so that Dubai will be a safe and preferred place to shop for any consumer, both residents and tourists alike," said Lootah.

Lootah further mentioned that Dubai Economy received almost 63,356 enquiries and suggestions from consumers in 2019 in addition to complaints, which reflects the high level of confidence in Dubai Economy and CCCP. "We are happy to see such kind of feedback and we invite all consumers to get int ouch with us if they have any query, comment or complaint."

Lootah reminded all shoppers in Dubai to obtain complete information about any product before buying it, review the user’s guide, and keep their purchase invoices safe throughout the warranty period. All channels of Dubai Economy remain open to consumers to raise their concerns whenever needed, added Lootah.


Posted by Veronica Silva Cusi, news correspondent

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2020 Buyers Guide Computer Telephony Integration

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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ComSys S.A.

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CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
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IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
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CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
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NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
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