Thursday 13 February 2025
The Consumer Protection Authority handled more than 32,000 complaints submitted by beneficiaries in 2024 through the communication channels provided to enhance its services. Comparing 2023 and 2024, the total number of complaints in 2024 increased by 23% compared to the previous year, with 26,586 complaints recorded in 2023 and 32,776 in 2024. Muscat Governorate topped the list of complaints among the governorates, with 18,238 complaints, followed by North Al Batinah with 4,915 complaints and South Al Batinah (Barka) with 2,192 complaints in 2024. Notably, the authority took the necessary actions regarding 95.30% of the total complaints across all governorates.
The authority provides multiple communication channels for submitting complaints, including its electronic portal, which recorded 29,520 complaints and reports. Additionally, 8,474 complaints and reports were registered through customer service centers, while the hotline service received 2,859 complaints and reports.
Regarding the rate of change in reports between 2023 and 2024, the number of reports increased in several governorates as follows: South Al Batinah (Barka): increased by 32. North Al Batinah: increased by 15%. Dhofar: increased by 6%. However, the total number of reports in 2024 decreased compared to 2023. When comparing complaints in some governorates between 2023 and 2024, the numbers increased as follows: Muscat Governorate: recorded 3,796 more complaints than the previous year. North Al Batinah: recorded 985 more complaints than the previous year. Dhofar: increased by 364 complaints compared to 2023
The Consumer Protection Authority urges consumers to take advantage of the services available through various communication platforms to submit their complaints and reports, ensuring fair settlements for both consumers and providers. It also emphasizes the importance of providers complying with consumer protection laws and meeting the required conditions and obligations to safeguard consumer rights when providing goods or services.