DED launches Consumer Protection Guide

Mobile phones, electronics and car tyres are the three product categories focused on by this booklet. This guide is part of DED's ongoing efforts to improve consumer awareness, stamp out fakes and ensure high quality standards for products and services in the UAE.

"The trade and retail sector in Dubai has grown exponentially in the last few years and lends credence to Dubai's position as the shopping capital of the region," said Mohammed Hilal Al Muroushedi, Director, Compliance Division at DED. "It is important to ensure that customers receive the best possible service in our shopping malls in order to ensure satisfaction and loyalty. Dubai has positioned itself as the trade and business hub in the region and is recognized as the major shopping destination for high quality products and global brands," he added.

"The Consumer Protection Guide has been launched to educate consumers about their rights with regard to invoices, imitation products and warranty certificates," said Al Muroushedi. "The invoice is a binding legal contract between the customer and the shopkeeper. By ensuring that the bill of payment or invoice contains the full details of the products purchased including the date of purchase, the customer can help to protect himself against fraud or hoax," he added.

The guide provides instructions and warnings for consumers on imitation mobile phone batteries and chargers which do not meet the safety and quality standards of the original. It advises consumers to use genuine batteries and phone chargers as imitation products increase the risk of malfunction.

Regarding electronics, consumers must check the refund and return policy and also review warranties. The consumer must bear in mind the term of the warranty period, who to contact to get the warranty service, parts and repair problems covered by the warranty and whether it covers consequential damages. Consumers must ensure that they read the warranty before buying the product, save the receipt and warranty and use the product according to the manufacturer's instructions. If a dispute with the retailer occurs, consumers should contact DED's Compliance Division, Commercial Protection Department. A lawsuit might be considered only if negotiations fail.

The guide also includes instructions regarding car tyres; how to read its identification number, how to identify old and used tyres and when it needs to be changed.

Al Muroushedi pointed out that the DED seeks to enhance protection for the consumers through in-store surveillance and through its continuing efforts to end disputes that might arise between consumers and traders.