Dubai just launched a “smart protection” service that’s going to make you say goodbye to dealing with complaints! We’re not even kidding. The system uses artificial intelligence to respond and resolve consumer complaints.
What the service basically does is that it engages the consumers in a direct dialogue in order to understand the problem, and then process the information gathered, analyze the data and then provide the consumer with an immediate solution based on the applicable policies and laws.
The system receives complaints 24/7 and also asks questions to gather information. Within a few minutes, the consumer then receives and empowerment letter that states the details of the complaint and instruction from the CCCP to the retailer to resolve the issue. The consumer can present the given letter to the responsible retailer.
Mohammed Ali Rashid Lootah, CEO, CCCP, said: “DED is proud to be the first government entity to launch a service based on artificial intelligence for consumer protection and global complaint resolution.”
He also added that through this new service, they aim to enhance consumer confidence in the local market and “enable consumers to have their complaints resolved anytime, quickly and efficiently.”
Mohammed states that right after the empowerment letter is submitted to the retailer, the company or trader must take action within seven days. If the merchant does not comply, the consumer can then notify the service again, and the CCCP will take action against the merchant, including imposing fines.
Ahmed Al Zaabi, acting director of Consumer Protection in DED, said: “Our objective is to regulate the relationship between the merchant and the consumer, enhance communication with consumers, increase consumer awareness of their rights and duties, and to enable them to make smart decisions.”
Consumers are able to access the service by downloading the app on Android and iOS mobile phones, or through the Dubai Consumer Protection website.
According to the Commercial Compliance & Consumer Protection (CCCP) sector in the Department of Economic Development (DED) Dubai, the service is available in both English and Arabic.