MUSCAT, March 1
The Consumer Protection Authority (CPA) has successfully concluded the 2024 edition of the Consumer-Friendly Institutions Initiative, recognising participating shopping centres for their commitment to enhancing consumer services in the retail sector. Now in its second edition, the initiative aims to elevate service standards, foster competition among establishments and reduce consumer complaints — ultimately strengthening the relationship between consumers and service providers.
By encouraging businesses to adopt best practices, the initiative enhances service quality, operational efficiency and consumer awareness. It also promotes sustainability by guiding establishments toward strategic development that aligns with consumer needs.
Issa bin Muslim al Nabhani, Director of Studies and Research at the Consumer Protection Authority, highlighted the key pillars of the initiative, including:
Customer service excellence — Ensuring senior management prioritises consumer needs within their strategic planning and service monitoring.
Service mechanisms and after-sales support — Enhancing transparency, credibility and responsiveness to consumer concerns, thereby strengthening trust between consumers and businesses.
Innovation and development — Encouraging commercial institutions to implement modern solutions that improve shopping experiences, transaction efficiency and customer engagement.
The initiative also plays a crucial role in educating both consumers and service providers about their rights and responsibilities.
By fostering a more informed consumer base, businesses can enhance their service delivery, while consumers gain confidence in the marketplace. Additionally, the initiative helps retail establishments align their operations with international best practices, ensuring that Oman’s consumer landscape remains competitive and trustworthy.
A panel of evaluators from various ministries and entities, under the supervision of a specialised company, assessed the participating centres. Notably, this year saw a significant increase in participation, reflecting a growing commitment to consumer satisfaction and confidence in the Consumer Protection Authority.
The Consumer-Friendly Institutions Initiative is a key component of the Authority’s tenth strategic plan, aligning with the Oman Vision 2040 framework. It aims to enhance service efficiency across retail, commercial, industrial and economic sectors while ensuring compliance with relevant laws and regulations. The initiative also provides insights into its strengths and areas for improvement, fostering continuous development and higher service standards.
By recognising businesses that uphold consumer interests, the initiative not only strengthens the bond between retailers and consumers but also contributes to a more transparent, fair and efficient marketplace. Moving forward, the Consumer Protection Authority aims to expand its reach, encouraging even more establishments to adopt consumer-friendly policies and elevate the overall retail experience in Oman.
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