Dubai launches AI-based consumer query, complaint service

The Commercial Compliance & Consumer Protection (CCCP) sector of the Department of Economic Development (DED), Dubai, launched on Tuesday, April 10, a ‘Smart Protection’ service that aims to hasten response to consumer queries and complaints, the first of its kind in the world.

The technology engages the consumer to a direct dialogue to gather data about the query or complaint and provides an immediate solution to the concerns raised within a few minutes. The solution provided is based on laws and policies in the UAE applicable to the situation.

The new service also provides consumers empowerment letters stating the details of the complaint and an instruction from CCCP to the retailer to resolve the issue as per the requirements and policies of DED. The consumer can then present the letter to the trader/company concerned.

The retailer then needs to comply within seven days. If no action is taken, the consumer can report the lack of action from the retailer and the CCCP will take necessary action against the merchant, including imposing fines.

Customers can have access to the service by downloading the “Dubai Consumer” application available to Android and iOS users. They can also check Dubai Consumer Protection website for the application.

“DED is proud to be the first government entity to launch a service based on artificial intelligence for consumer protection and global complaint resolution. It shows government agencies in Dubai and the UAE have taken great strides in following state-of-the-art technologies and artificial intelligence in serving businesses, visitors and residents in accordance with the highest standards followed internationally in quality and efficiency. Through the new service we aim to enhance consumer confidence in the local market and enable consumers to have their complaints resolved anytime, quickly and efficiently,” Mohammed Ali Rashid Lootah, CEO of CCCP 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,” Ahmed Al Zaabi, Acting Director of Consumer Protection in DED for his part said.

“The service can communicate in Arabic as well as [in] English so that the largest possible segment of consumers will benefit from it. We will study the possibility of adding other languages in future.”

This move comes after His Highness Sheikh Mohammed bin Rashid Al Maktoum’s, UAE Vice President and Prime Minister and Ruler of Dubai, directed government departments to utilize artificial intelligence (AI) to improve services for the residents and visitors of UAE.


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