DED's Blue Book lays out rights for consumers
Offers Guidelines on invoices, warranties, exchanges, refunds, repairs
Dubai: The number of consumer complaints has drastically increased in the first nine months of the year, mostly a result of retailers' failure to comply with warranties, according to the Dubai Department of Economic Development (DED).
"Fifty per cent of the consumer complaints related to retailers' failure to comply with the warranty, refund and exchange scheme," Omar Bushahab, CEO of the Commercial Compliance and Consumer Protection Section, told Gulf News.
To help tackle this and other consumer complaints, the DED yesterday issued the "Blue Book" to regulate the relationship between retailers and customers in four main areas: invoices, warranties, exchanges and refund policies and repairs. Car dealers, clothing, personal items and electronics were especially targeted.
Clarifications
"The warranty, refund or exchange schemes for every item should be clarified to the consumer at the time of the purchase either through the salesperson or cited in the bill."
Emphasising that consumers should keep their receipts to protect their rights, Bushahab said: "This is the most precious item that consumers must obtain to guarantee their rights during any dispute with a trader."
The Blue Book aims to define the legal relationship between consumer and dealer. It sets out in detail how consumers can get a guarantee on products they purchase and how they can exchange or refund any item.
"Moreover, we asked every retailer in Dubai to have at their counters the number of the Commerce and Consumer Protection Department — 600545555 — to help consumers communicate directly with the department if they need any help or inquiry."
Adel Al Zarouni, the second vice-chairman of Dubai Retail Business Group and managing director of luxury retailer Rivoli Group, said the Blue Book is a vital part of efforts to get traders to improve their business practices and customer service to international standards.
Information
Commerce and Consumer Protection Department — 600545555
