Being treated fairly as a consumer is not always the case in the Emirates. So before you commit to a service or hit the shops, it pays to arm yourself with patience, determination and, most of all, a good knowledge of your rights.
Justine Cullen did just that and it made her daughter, Jessica, very happy.
It started badly, though. When Mrs Cullen and Jessica went to a shop where the nine year old intended to spend a voucher she'd been given as a birthday gift, she never expected all the fuss.
"It was just a Dh100 voucher, but my daughter was very excited by it, like any other nine year old would be," says Mrs Cullen, a 41-year-old Australian mother of two.
"The only thing she liked in the shop was a dressing gown, so we proceeded to the till as the voucher more than covered the cost of the gown. We presented the cashier with the voucher, who scanned it, but then said the item was Dh179, not Dh79 as advertised.
"I asked the cashier to look at the price tag, which did say Dh79. But the cashier said, 'We won't honour the price'. I checked the other gowns and every single one was priced at Dh79. Clearly, it was their mistake."
But the shop employees didn't realise they were dealing with an expert in customer relations: Mrs Cullen worked for years as a sales and marketing director in the hospitality industry in Australia and the UK.
"I know my rights as a consumer," says Mrs Cullen, who moved to Dubai last year. "My daughter was really disappointed. We asked to speak to the manager on duty. I told him about the situation, but he said no [too].
"By that stage, I was standing next to the till. That's when I spotted a yellow leaflet on consumer rights. So I said to him, 'There's a campaign to know consumer rights and I know mine. You've advertised the item at this price, so that's the price I'll pay.'
"He seemed a bit shaken by it, but phoned the shop manager, who was off that day. When their conversation finished, the duty manager said to me, 'OK madam, we have to honour it as this is what we've advertised it at, but the shortfall will be taken out of the staff's wages'."
Mrs Cullen says she was upset by this, but went ahead anyway and bought the gown. "I thought it was fair we paid the advertised price. I also felt relieved I could get my daughter what she wanted. But at the same time, I felt bad about it. I did not mean to penalise the staff. I still feel guilty about it."
Mrs Cullen's experience sums up the discrepancies between the modern shopping facilities of the UAE and retailers' often cavalier attitudes towards customer service.
To tackle the issue, Dubai's Department of Economic Development (DED) launched several initiatives in the final quarter of last year in an effort to make consumer rights more transparent.
The first step for shoppers eager to buy smartly is to read the Blue Book, the Commercial Compliance and Consumer Protection division's new bill of consumer rights. Released in October, it translates the law in simple terms.
The Blue Book aims to "create an environment for sustainable economic development and enhance the economic welfare and prosperity of Dubai and the UAE", says Mohammed Lootah, the deputy chief executive of the Commercial Compliance and Consumer Protection division, which comes under the umbrella of the DED.
"Because the Dubai economy is all about tourism and shopping, we want to create a healthy environment for business."
The first section of the booklet contains general policies on goods and services and then outlines rights and guidelines for three areas: vehicles, textiles and personal items, and electronics.
A second version, in which more areas will be covered, including finance, will be published this year, with more versions planned according to consumer needs.
"The areas covered by the Blue Book are based on consumer preference," Mr Lootah says. "In 2010, 2,700 complaints were received.We filtered the complaints and grouped them into four sections in the Blue Book. We work on a priority basis."
The booklet also offers simple advice that most people know about, but often choose to ignore: the need to ask for proof of purchase, to keep receipts and understand warranties and guarantees before buying. For retailers, it says they have an obligation to provide proper invoicing and contracts, as well as offer consumers a guide on refunds, warranties and after-sales service.
Mr Lootah says the Blue Book is aimed at both the consumer and the retailer because it "wants to work with all parties". To compile the book, 3,500 workshops were organised with traders.
The DED also launched its Be Right - Know Your Consumer Rights campaign in conjunction with the Blue Book. It is aimed at reaching consumers at the grass-roots level. In November, a number of mobile Consumer Protection Centres were set up in major malls in Dubai to distribute information leaflets and copies of the Blue Book, as well as to allow customers to meet DED representatives on site for advice.
"The centre aims to provide consultative support and solutions for customers on the spot, as well as to minimise disputes between consumers and traders," says Omar Bushahab, the chief executive of the Commercial Compliance and Consumer Protection division.
Mrs Cullen says the DED's campaign has worked. "The very fact there were leaflets in the shop meant that the manager backtracked and we eventually walked out with the item at the advertised price," she says.
"However, I'll never shop there again. They never apologised for their mistake; I did not feel respected at all. I was almost treated as if I had committed a crime, as if I was cruel. But it is not about a Dh79 item. It is about respect for consumers.
"I think consumer rights initiatives like those of the DED are important as retail is such a large part of residents' and tourists' experience."
Ola Sultani, a 32-year-old Lebanese national who has spent most of her life in Dubai, has noticed the centres and signs about the campaign in malls, but, unlike Mrs Cullen, she is sceptical about the effect it will have.
The entrepreneur, who owns The Craft Studio Dubai, which organises art and craft birthday parties for kids, says retailers in malls generally abide by the guidance on consumer rights. However, Mrs Sultani, who lives in Jumeirah and has two children, believes it couldn't be more different in Satwa, where she does a lot of business.
"This is definitely an issue there," she says. "Traders in Satwa work on their own, in wholesale; they don't think they're going to be checked by the DED. Fifty per cent of local shop owners will not accept returns. They don't understand the concept of consumer rights.
"Once, I wanted to return a couple of things. The trader refused. I said I would go to the municipality, that I knew about the campaign and told him that I have consumer rights. He said, 'OK, call them'. Truth is, I could not be bothered. Who's going to complain to the DED about Dh80, anyway? It's too much hassle."
As a business owner, Craig Gorman, a 29-year-old Briton who has lived in Dubai for four years, says he welcomes the campaign to raise awareness for consumer rights.
Mr Gormon, who owns the Race Performance Garage in Al Quoz industrial estate in Dubai, says his clients include pilots for Emirates Airline "because they're fussy".
"They come to us because we offer a decent, British-style customer service," Mr Gorman says. "We give our clients a leaflet with clear information on what we do - that's a 27-point check, with a guarantee. If they experience a problem after that, they can come back and we'll fix it. Most companies don't do that here. They don't even give you a receipt.
"We have customers coming to the garage to complain about other garages. The other day, I saw a poor woman. She went to a garage where they overfilled the engine with oil. The engine blew up while she was on her way to Oman. They wouldn't admit it. She went to the police to complain, but the police said it's a private matter; that she has to sort it out with the garage guys herself. So what can she do now?"
Report it to the DED is the simple answer.
"More than 90 per cent of the complaints we receive are solved in an amicable manner with the supervision of the DED," Mr Lootah says. "We can impose sanctions through the courts, but retailers need to know regulations first. Awareness is where the DED places 70 per cent of its effort."
To lodge a complaint, consumers can either send an e-mail (consumerrights@dubaied.gov.ae) or call the DED's hotline (600 545555) to talk to an adviser, who will register details about the case.
The DED will then contact the other party and try to find out more about the issue before getting back to the consumer within two working days. It will try to work out a solution that is fair to both parties. However, complaints from consumers who do not have a receipt will be not be processed because there is no proof of purchase.
The hotline has proven to be a success, Mr Lootah says.
"The number of complaints received increased 50 per cent compared to [2010] - not because retailers have repeated violations, but because customers are more aware of what the DED can do."
Top Tips
The Blue Book provides many helpful tips on how to protect yourself as a consumer:
Research first, then buy Before buying an item, make sure you understand warranties, guarantees, origin, storage, expiry and the method of use, as well as the store’s exchange and cash-refund policy
Request a receipt/invoice and ensure the details are correct Written in Arabic and any other foreign language, they should include prices, quantities of purchased items and the trade name. Warranties should state coverage and duration details
Read and make sure you understand the details This is essential for after-sale services and warranties. Ask for further explanations if necessary
Keep your receipts for your records It is the only way for you to ensure your rights and to register a complaint with the DED
Know your rights (as stated in Consumer Protection Law No (24) 2006) The right to safety, the right to know, the right to choose, the right to representation, the right to satisfy basic needs, the right to be informed, the right to live in a safe environment and the right to compensation/redress
Keep your cool and be patient A smile and positive attitude will work better than threats and tantrums
Don’t expect refunds or replacements If you change your mind, find the same product at a cheaper price, have been notified of defects or defaults at the time of purchase (normally marked as “used” or “faulty”), or damaged the goods yourself, you won’t receive a refund
pf@thenational.ae
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COMPANY PROFILE
Founders: Alhaan Ahmed, Alyina Ahmed and Maximo Tettamanzi
Total funding: Self funded
Basquiat in Abu Dhabi
One of Basquiat’s paintings, the vibrant Cabra (1981–82), now hangs in Louvre Abu Dhabi temporarily, on loan from the Guggenheim Abu Dhabi.
The latter museum is not open physically, but has assembled a collection and puts together a series of events called Talking Art, such as this discussion, moderated by writer Chaedria LaBouvier.
It's something of a Basquiat season in Abu Dhabi at the moment. Last week, The Radiant Child, a documentary on Basquiat was shown at Manarat Al Saadiyat, and tonight (April 18) the Guggenheim Abu Dhabi is throwing the re-creation of a party tonight, of the legendary Canal Zone party thrown in 1979, which epitomised the collaborative scene of the time. It was at Canal Zone that Basquiat met prominent members of the art world and moved from unknown graffiti artist into someone in the spotlight.
“We’ve invited local resident arists, we’ll have spray cans at the ready,” says curator Maisa Al Qassemi of the Guggenheim Abu Dhabi.
Guggenheim Abu Dhabi's Canal Zone Remix is at Manarat Al Saadiyat, Thursday April 18, from 8pm. Free entry to all. Basquiat's Cabra is on view at Louvre Abu Dhabi until October
Zayed Sustainability Prize
The biog
Simon Nadim has completed 7,000 dives.
The hardest dive in the UAE is the German U-boat 110m down off the Fujairah coast.
As a child, he loved the documentaries of Jacques Cousteau
He also led a team that discovered the long-lost portion of the Ines oil tanker.
If you are interested in diving, he runs the XR Hub Dive Centre in Fujairah
COMPANY%20PROFILE
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Paatal Lok season two
Directors: Avinash Arun, Prosit Roy
Stars: Jaideep Ahlawat, Ishwak Singh, Lc Sekhose, Merenla Imsong
Rating: 4.5/5
The specs
Engine: Direct injection 4-cylinder 1.4-litre
Power: 150hp
Torque: 250Nm
Price: From Dh139,000
On sale: Now
Director: Laxman Utekar
Cast: Vicky Kaushal, Akshaye Khanna, Diana Penty, Vineet Kumar Singh, Rashmika Mandanna
Rating: 1/5
German intelligence warnings
- 2002: "Hezbollah supporters feared becoming a target of security services because of the effects of [9/11] ... discussions on Hezbollah policy moved from mosques into smaller circles in private homes." Supporters in Germany: 800
- 2013: "Financial and logistical support from Germany for Hezbollah in Lebanon supports the armed struggle against Israel ... Hezbollah supporters in Germany hold back from actions that would gain publicity." Supporters in Germany: 950
- 2023: "It must be reckoned with that Hezbollah will continue to plan terrorist actions outside the Middle East against Israel or Israeli interests." Supporters in Germany: 1,250
Source: Federal Office for the Protection of the Constitution
The biog:
From: Wimbledon, London, UK
Education: Medical doctor
Hobbies: Travelling, meeting new people and cultures
Favourite animals: All of them
The Sand Castle
Director: Matty Brown
Stars: Nadine Labaki, Ziad Bakri, Zain Al Rafeea, Riman Al Rafeea
Rating: 2.5/5
The specs
Engine: 4.0-litre flat-six
Torque: 450Nm at 6,100rpm
Transmission: 7-speed PDK auto or 6-speed manual
Fuel economy, combined: 13.8L/100km
On sale: Available to order now
If you go
Where to stay: Courtyard by Marriott Titusville Kennedy Space Centre has unparalleled views of the Indian River. Alligators can be spotted from hotel room balconies, as can several rocket launch sites. The hotel also boasts cool space-themed decor.
When to go: Florida is best experienced during the winter months, from November to May, before the humidity kicks in.
How to get there: Emirates currently flies from Dubai to Orlando five times a week.
Squid Game season two
Director: Hwang Dong-hyuk
Stars: Lee Jung-jae, Wi Ha-joon and Lee Byung-hun
Rating: 4.5/5
MATCH INFO
Uefa Champions League semi-final, first leg
Barcelona v Liverpool, Wednesday, 11pm (UAE).
Second leg
Liverpool v Barcelona, Tuesday, May 7, 11pm
Games on BeIN Sports
The specs
Engine: 3.0-litre six-cylinder turbo
Power: 398hp from 5,250rpm
Torque: 580Nm at 1,900-4,800rpm
Transmission: Eight-speed auto
Fuel economy, combined: 6.5L/100km
On sale: December
Price: From Dh330,000 (estimate)
Our legal consultants
Name: Hassan Mohsen Elhais
Position: legal consultant with Al Rowaad Advocates and Legal Consultants.
Uefa Nations League: How it works
The Uefa Nations League, introduced last year, has reached its final stage, to be played over five days in northern Portugal. The format of its closing tournament is compact, spread over two semi-finals, with the first, Portugal versus Switzerland in Porto on Wednesday evening, and the second, England against the Netherlands, in Guimaraes, on Thursday.
The winners of each semi will then meet at Porto’s Dragao stadium on Sunday, with the losing semi-finalists contesting a third-place play-off in Guimaraes earlier that day.
Qualifying for the final stage was via League A of the inaugural Nations League, in which the top 12 European countries according to Uefa's co-efficient seeding system were divided into four groups, the teams playing each other twice between September and November. Portugal, who finished above Italy and Poland, successfully bid to host the finals.
THE BIO
Favourite car: Koenigsegg Agera RS or Renault Trezor concept car.
Favourite book: I Am Pilgrim by Terry Hayes or Red Notice by Bill Browder.
Biggest inspiration: My husband Nik. He really got me through a lot with his positivity.
Favourite holiday destination: Being at home in Australia, as I travel all over the world for work. It’s great to just hang out with my husband and family.
The specs
Engine: 77.4kW all-wheel-drive dual motor
Power: 320bhp
Torque: 605Nm
Transmission: Single-speed automatic
Price: From Dh219,000
On sale: Now
SERIES INFO
Afghanistan v Zimbabwe, Abu Dhabi Sunshine Series
All matches at the Zayed Cricket Stadium, Abu Dhabi
Test series
1st Test: Zimbabwe beat Afghanistan by 10 wickets
2nd Test: Wednesday, 10 March – Sunday, 14 March
Play starts at 9.30am
T20 series
1st T20I: Wednesday, 17 March
2nd T20I: Friday, 19 March
3rd T20I: Saturday, 20 March
TV
Supporters in the UAE can watch the matches on the Rabbithole channel on YouTube
Five famous companies founded by teens
There are numerous success stories of teen businesses that were created in college dorm rooms and other modest circumstances. Below are some of the most recognisable names in the industry:
- Facebook: Mark Zuckerberg and his friends started Facebook when he was a 19-year-old Harvard undergraduate.
- Dell: When Michael Dell was an undergraduate student at Texas University in 1984, he started upgrading computers for profit. He starting working full-time on his business when he was 19. Eventually, his company became the Dell Computer Corporation and then Dell Inc.
- Subway: Fred DeLuca opened the first Subway restaurant when he was 17. In 1965, Mr DeLuca needed extra money for college, so he decided to open his own business. Peter Buck, a family friend, lent him $1,000 and together, they opened Pete’s Super Submarines. A few years later, the company was rebranded and called Subway.
- Mashable: In 2005, Pete Cashmore created Mashable in Scotland when he was a teenager. The site was then a technology blog. Over the next few decades, Mr Cashmore has turned Mashable into a global media company.
- Oculus VR: Palmer Luckey founded Oculus VR in June 2012, when he was 19. In August that year, Oculus launched its Kickstarter campaign and raised more than $1 million in three days. Facebook bought Oculus for $2 billion two years later.
Emergency
Director: Kangana Ranaut
Stars: Kangana Ranaut, Anupam Kher, Shreyas Talpade, Milind Soman, Mahima Chaudhry
Rating: 2/5
Euro 2020
Group A: Italy, Switzerland, Wales, Turkey
Group B: Belgium, Russia, Denmark, Finland
Group C: Netherlands, Ukraine, Austria,
Georgia/Kosovo/Belarus/North Macedonia
Group D: England, Croatia, Czech Republic,
Scotland/Israel/Norway/Serbia
Group E: Spain, Poland, Sweden,
N.Ireland/Bosnia/Slovakia/Ireland
Group F: Germany, France, Portugal,
Iceland/Romania/Bulgaria/Hungary
MO
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COMPANY PROFILE
Name: Almnssa
Started: August 2020
Founder: Areej Selmi
Based: Gaza
Sectors: Internet, e-commerce
Investments: Grants/private funding
2019 ASIA CUP POTS
Pot 1
UAE, Iran, Australia, Japan, South Korea, Saudi Arabia
Pot 2
China, Syria, Uzbekistan, Iraq, Qatar, Thailand
Pot 3
Kyrgyzstan, Lebanon, Palestine, Oman, India, Vietnam
Pot 4
North Korea, Philippines, Bahrain, Jordan, Yemen, Turkmenistan
The bio:
Favourite film:
Declan: It was The Commitments but now it’s Bohemian Rhapsody.
Heidi: The Long Kiss Goodnight.
Favourite holiday destination:
Declan: Las Vegas but I also love getting home to Ireland and seeing everyone back home.
Heidi: Australia but my dream destination would be to go to Cuba.
Favourite pastime:
Declan: I love brunching and socializing. Just basically having the craic.
Heidi: Paddleboarding and swimming.
Personal motto:
Declan: Take chances.
Heidi: Live, love, laugh and have no regrets.
Formula Middle East Calendar (Formula Regional and Formula 4)
Round 1: January 17-19, Yas Marina Circuit – Abu Dhabi
Round 2: January 22-23, Yas Marina Circuit – Abu Dhabi
Round 3: February 7-9, Dubai Autodrome – Dubai
Round 4: February 14-16, Yas Marina Circuit – Abu Dhabi
Round 5: February 25-27, Jeddah Corniche Circuit – Saudi Arabia
The specs
Engine: four-litre V6 and 3.5-litre V6 twin-turbo
Transmission: six-speed and 10-speed
Power: 271 and 409 horsepower
Torque: 385 and 650Nm
Price: from Dh229,900 to Dh355,000
The%20specs
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The specs
Engine: Four electric motors, one at each wheel
Power: 579hp
Torque: 859Nm
Transmission: Single-speed automatic
Price: From Dh825,900
On sale: Now