Abu Dhabi Department of Economic Development ADDED has announced the launch of the "Consumer Digital Portal", in collaboration with Abu Dhabi Smart Solutions and Services Authority (ADSSSA), with a view to activate the role assumed by the private sector. Through creating a standard and common online platform to follow up and handling consumer complaints over a short time-span, to ensure maintaining consumer rights at the level of Abu Dhabi.
H.E. Mohammed Munif Al Mansouri, the Executive Director of Abu Dhabi Business Center of the ADDED, stated that initiative of "Consumer Digital Portal" intended to accelerate the process of handling consumer complaints and ensure maintaining consumer rights following a standard procedure between the DED and the private sector, through which the status of the complaint is followed up via an online portal.
He explained that such initiative will contribute to involving the private sector in the procedures of handling consumer complaints, by granting it the authority to solve complaints with the consumer and closing it via the system. Whereas the role of DED is represented in monitoring the status of the complaints and ensuring and customer's satisfaction.
H.E. Mohammed Munif Al Mansouri underlined that ADDED is keen to enhance partnerships with the private sector by involving it directly in the local economic system of the Emirate, thereby ensuring consumers' confidence in the private sector and their satisfaction of services delivered.
Furthermore, he stated that ADDED has established a mechanism to implement the "Consumer Digital Portal" initiative. The mechanism starts by receiving complaints through official channels for complaints reception, either by sending an email to firstname.lastname@example.org or contacting the toll-free number 800555. Subsequently, complaints are channeled to the concerned private sector to be handled and solved with the consumer under the supervision and follow-up of the DED via the joint online system.
H.E. Mohammed Munif Al Mansouri added as an initial phase, E-connectivity has been implemented with a number of major sales outlets in Abu Dhabi depending on the volume of complaints, the establishment's rapid response, the establishment's readiness and type of complaints filed. He indicated that within the coming phase, all sales outlets will be circulated to implement the E-connecting via Consumer Digital Portal. ADDED in collaboration with ADSSSA has ensured training the private sector's officials on the mechanism of handling complaints via the digital portal.
He pointed out that trade protection department of the ADDED received around 1479 complaints within the third quarter of 2018 from consumers & brand owners, spread over 1194 complaints in Abu Dhabi, 9 complaints in Al Dhafra and 276 complaints in Al Ain, versus 731 complaints within the same quarter of 2017, marking an increase by 102%.
In this regard, H.E. the Executive Director of Abu Dhabi Business Center emphasized that the increase in the number of complaints received over the third quarter is the result of the ADDED's promotional efforts aimed at strengthening the interaction of the Abu Dhabi community with the efforts made by the ADDED to address the negative phenomena of the business practices in the Emirate by immediately reporting any violations to the concerned authorities. Of which the DED is a central part being responsible for regulating the economic activity in the Emirate of Abu Dhabi in coordination and cooperation with the relevant authorities.
On her part, Ms. Fatima Al Obaidli, Administration Manager of Abu Dhabi Government Contact Center of the ADSSSA noted that launching the "Consumer Digital Portal" provides a strong impetus to upgrade the quality of public services, to deliver the best experiences for customers and to enhance the digital transformation process in the Emirate of Abu Dhabi making it a regional and global center of cutting-edge technologies & innovative applications.
Besides, Ms. Al Obaidli stressed that collaboration with ADDED stem from the concern of ADSSSA to support government efforts made in the area of digital transformation, thereby achieving the added value of Government services' sector, in line with Abu Dhabi vision, and the "TAMM" portal towards obtaining the service proactively and immediately.
She added that ADSSSA seeks to reinforce strategic and efficient partnerships with all government entities in Abu Dhabi to make Abu Dhabi a smart global city that provides citizens, residents and investors with state-of-the-art government services. Through adopting an advanced digital infrastructure that facilitates procedures of government transactions and makes their lives easier and more convenient.
She added: "In its commitment to provide effective channels of communication to deliver distinguished service at the level of the Emirate, Abu Dhabi Government Contact Center will meet customers' requirements and respond to all their enquiries, relating to the "Consumer Digital Portal" and mechanism of filing complaints via the portal. While ensuring that they have access to services efficiently over a short span of time, through follow-up on regular basis and providing the assistance required by the customer. Noting that the center represents an advanced and integrated online platform, intended to manage customers' relationships and their communication with government entities, by combining around 50 government agencies under its umbrella.