Retailers/Service Providers

How can DED complaint handling process support retailers?
The DED Consumer Protection Division will establish whether the complaint received is valid based on Federal Law Directives
Following a consumer complaint, the DED Consumer Protection Division will establish whether the complaint is valid based on Federal Law Directives and if so they will register the complaint internally and a customer service agent from Consumer Protection will contact the retailer to seek resolution in the following manner:
 
 
  • Identify themselves by name, designation and department;
  • Identify the relevant retail contact name, designation and department;
  • Share the customer complaint details with the authorised retailer representative;
  • Verify the complaint details and facts;
  • Listen to the retailers explanation and find out why the complaint has not been resolved;
  • Customer service agent will avoid laying blame and courteously establish whether consumer rights have indeed been violated;
  • If a violation has occurred the customer service agent will explain the Federal Law and its directives to the retailer and discuss options for an amicable resolution;
  • In the first instance retailers will have the option to repair the goods sold or rectify the service;
  • If the above solution is not feasible retailers have the second option to replace the goods sold or repeat the service;
  • Should this not be feasible retailers have the final option to refund the goods or service;
  • Once an amicable resolution has been found the customer service agent will notify the consumer that the complaint has been resolved and that they should contact the retailer;
  • If the complainant is satisfied with the action taken or proposed in respect of the process and the redress the case will be closed and filed;
  • If the retailer is not willing to cooperate to reach an amicable resolution based on Federal Law Directives the customer service agent will send a fax requesting the retailer to visit DED on the next working day;
  • The retailer and customer service agent will again seek to resolve the complaint based on Federal Law Directives;
  • Should a retailer refuse to resolve a consumer rights violation the customer service agent will notify the retailer of the subsequent fine for and license renewal implications of not abiding by the Federal Law.

 

Complaints & Suggestions

Call "Ahlan Dubai"

600 54 5555

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