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Customer service in Dubai and UAE

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Customer service in Dubai

Customer service in Dubai, Abu Dhabi, and UAE is notoriously unsatisfactory in the opinion of many, whether dealing with retail shops, banks, property developers, servicing and repairs, or anything else you can think of. More and more companies in the UAE are trying to develop their customer service departments with jobs aplenty for those who want one, but customer service training appears to be sadly lacking for many companies. Consumer rights do exist in the UAE but in our experience are generally ignored by most companies.

Standard complaint procedure in Dubai

Write down everything you do - details of time and date of phonecalls, and what was said. And always ask for the name of the person you are speaking to (don't forget to write it down). It could be useful if your issue doesn't get resolved easily and you decide to make a formal complaint.

Dubai Department of Economic Development (DED)
UAE Federal Consumer Protection Law (Federal Law Number 24/2006 of the Consumer Protection)

The Consumer Protection Law of 2006 was announced by WAM (the UAE news agency) on 28 August 2006, and was issued by President HH Sheikh Khalifa bin Zayed Al Nahyan. The law calls for the setting up of the "Higher Committee for Consumer Protection" under the chairmanship of the UAE Minister of Economy. Law No. 24 of 2006 reaffirms Federal Law No. 18 of 1981 and its amendments which deal with guarantees given by commercial agents, distributors, and producers on their products.

The definition of "consumer" according to the Article No. 1 of the Consumer Protection Law:

Article 2

Based on the proposal of the Minister, a Committee chaired by the minister cited as “the Supreme committee for the consumer Protection " shall be established. The committee shall be formed by a decision issued by the council of ministers which shall include in its members representatives from the consumer protection societies. The said decision shall specify the competences of the committee.

Article 5

The supplier shall undertake returning or replacing any goods in instances of any defects discovered by the consumer provided that the return and replacement shall be pursuant to the specified rules in the Executive order of this law.

Article 6

The Supplier shall not offer, present, promote, and advertise any defect, fake, damaged, false or misleading goods or services that may harm the consumer's interest or health in the normal use.

Article 8

The supplier, upon offering any goods for sale, shall display the price in a clear way or shall display it in clear place over the goods shelves. The consumer shall have the right to obtain a sates invoice that includes the type and price of the goods along with any other information specified in the executive order of this law.

Article 13

The Services provider shall warrant the provided Service for a period of time that commensurate with the nature of this Service, otherwise the Service provider shall either remit the amount paid by the consumer or shall provide the Service again in the proper way. The Executive Order of this law shall specify the types of Services and warranty period for each Service.

Ethos Consultancy
Last update Tuesday 12-Jun-2012. Page development 4L 5C.
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