1,851 complaints related to e-commerce received in 2025: CPA

The Consumer Protection Authority (CPA) has said that it received 1,851 complaints related to e-commerce in the eight months of 2025 and managed to recover over RO24,000 in favour of consumers.  

CPA said it handled the registered complaints and reports in accordance with the applicable procedures to ensure the restitution of consumers’ rights.

The registered 1,637 complaints were distributed across the goods and services sector, such as electrical and electronic appliances, foodstuffs, slimming centers, as well as other areas, including the sale of herbs and supplements, vehicles, and heavy equipment.
CPA is working to develop mechanisms for dealing with such reports through electronic platforms such as the Maidan system, which facilitates consumers’ ability to submit and track their complaints.
The Authority affirms that consumer protection in the digital environment constitutes a fundamental pillar of a knowledge-based society and a sustainable economy.

CPA has urged all individuals, institutions, and companies engaged in e-commerce activities to obtain the necessary licenses through the Oman Business Platform, in addition to verifying their e-stores through the Maroof platform concerned with verifying e-stores, said the Ministry of Commerce, Industry and Investment Promotion (MOCIIP).

It added that government agencies will not be able to conclude any contracts, agreements, or transactions with individuals or companies unless they have obtained the necessary licenses, in implementation of the provisions of the e-commerce regulations issued pursuant to Ministerial Resolution 2023/499.

The ‘Maroof Oman’ platform provides its services to e-commerce customers, whether sellers or buyers, intending to digitally document electronic stores as well as organize their work in Oman; it provides a database for these stores and practitioners.

To register an online store, e-commerce traders need to log in to the Maroof Oman platform with their merchant account and enter their store data. They then need to link their store to their commercial registry.

The data will be saved and sent to the system administrator for approval or rejection. If the commercial register is already in use, there will be a rejection message.

The platform brings together online stores on a single platform, connecting merchants with potential customers. It gives them credibility and also protects consumers from deception. It works to create a legal and regulatory environment to develop and promote e-commerce.

For the benefit of the owners of an online store or even to have a business account on social media to sell your products or offer services (such as Instagram, Snapchat), MOCIIP has simplified the process of applying for a license via the Oman Business platform.

Non-Omani or expatriates can engage in e-commerce according to the provisions of the Foreign Capital Investment Law. Individuals or companies must also obtain approval from relevant authorities if the nature of the activity requires it.

CPA has urged online customers to avoid shopping from untrusted accounts and e-commerce sites.