MUSCAT: Recoveries made by the Consumer Protection Authority (CPA) in response to consumer complaints lodged by citizens and residents in 2023 amounted to over RO 2.4 million
As many as 26,586 complaints were registered by the Authority, which included 8,262 cases filed by the watchdog, covering all governorates of the Sultanate of Oman.
During the past year, the Authority introduced the Quick Response (QR) code to facilitate the registration of data and information of commercial establishments, thus aiding inspectors in the field. Additionally, the Authority developed a complaints and reports management system to gather data related to consumer services, market monitoring, and to review and amend administrative fine regulations.
The Consumer Protection Authority continued implementing a program to empower consumers with their rights and duties, evaluating their skills, behaviors, and familiarity with consumer protection laws. This program has been ongoing since the beginning of the tenth five-year plan, aiming to transition consumers from being aware to being empowered and knowledgeable of all their rights.
Furthermore, during the past year, the Consumer Protection Authority expanded the implementation of a quality management system to include all directorates and administrations in the governorates, after having applied the system to the main building of the Authority over the past three years.
The Authority also continued implementing the Friendly Consumer Institutions program to incentivize institutions to adopt self-compliance with consumer protection laws and regulations. These institutions undergo evaluation by the Authority to obtain a "Friendly Consumer Institution" classification based on specific criteria.
Currently, the Authority is organizing a Protected Rights campaign in various governorates of Oman, launched simultaneously with the beginning of the social protection system. The campaign aims to create a balanced market to achieve mutual benefit between consumers and suppliers, enhance social responsibility, ensure the social protection system is not exploited for improper practices, and alleviate burdens on consumers. Additionally, the campaign aims to convey a societal message about market stability to achieve mutual benefit between parties in consumer relationships.
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