Monday 3 March 2025
The Directorate General for Consumer Protection in North Al Batinah, represented by the Consumer Protection Office in Al Suwaiq, recently managed to recover an amount of OMR 2,100 for a consumer due to the provider’s failure to meet the agreed service requirements within the specified contract period. This effort is part of the ongoing initiatives to uphold and protect consumer rights.
The case originated when the Consumer Protection Office in Al Suwaiq received a complaint from a consumer against a contracting company specializing in construction. The consumer reported that he had signed a contract with the company to build a house following specific terms and conditions, with an agreed-upon completion date. However, the company failed to fulfill the contract terms, did not complete the work on time, and ignored the consumer’s calls while delaying service delivery, despite receiving payments totaling OMR 34,320 in installments as per the contract. The consumer had not missed any payment deadlines.
Faced with this situation, the consumer approached the Consumer Protection Office in Al Suwaiq, which summoned the representatives of the contracting company to discuss the complaint. As a result, a settlement was reached, ensuring the refund of the paid amount based on Article (23) in conjunction with Article (39) of the Consumer Protection Law (66/2014), which states:
"The provider is obligated to deliver the service to the consumer properly and in a manner consistent with its nature. The provider must also guarantee the service for a period that suits its nature. In case of non-compliance, the provider must either refund the service fee, compensate for deficiencies, or re-perform the service properly, as stipulated by the regulations."
Additionally, Article (2) of the Consumer Protection Law states:
"Failure to provide a product at the agreed delivery date, failure to deliver an agreed-upon service, or failure to complete it within the specified period constitutes a violation of the principles of freedom of choice, equality, fair treatment, integrity, and credibility."
The Consumer Protection Authority emphasizes the necessity for service providers to comply with consumer protection laws and fulfill their obligations to safeguard consumer rights when offering any product or service.