MUSCAT: The Consumer Protection Authority (CPA) returned more than RO 7 million to consumers in 2025, underlining stronger enforcement, faster complaint resolution and expanded digital services across the Sultanate of Oman.
At a media briefing in Muscat, CPA Chairman Sulayem bin Ali al Hakmani said the authority intensified its market oversight, conducting 303,776 inspection visits covering 244,892 commercial establishments. The inspections aimed to curb violations, enforce compliance and ensure stability in market practices.
These efforts resulted in 6,014 violations being recorded and the seizure of 84,410 non-compliant goods, reflecting heightened field presence and stricter monitoring. The CPA also strengthened coordination with other entities through 319 joint campaigns spanning 31 sectors, covering an additional 2,742 establishments.
Consumer engagement remained high throughout the year. The authority received 34,242 complaints and 6,568 reports via its various channels. Of these, 93 per cent of reports were addressed within three days, while 96 per cent were closed within ten days.
Overall, the CPA resolved 94.2 per cent of complaints — equivalent to 32,241 cases — demonstrating improved operational efficiency. Of these, 22,652 complaints were settled amicably, resulting in refunds exceeding RO 7 million for consumers. Meanwhile, 3,595 cases were referred to the Public Prosecution in line with legal procedures.
The authority’s call centre handled 51,177 calls during the year, including inquiries, complaints and feedback, alongside processing more than 15,000 service-related requests.
A key milestone was the full digitisation of the CPA’s seven core services by 2025. These include complaint and report submissions, service approvals, product registration, price approvals, issuance of summons and warnings, and customer service support. The move has reduced processing time, improved user experience and eliminated the need for in-person visits, aligning with broader government digital transformation objectives.
Al Hakmani said the CPA continues to integrate its systems with central digital platforms and partner entities to enhance efficiency and service delivery.
In the area of preventive action, the authority issued 12 warnings and announced 48 product recalls during the year, covering 29,993 vehicles and consumer goods. This included 20,490 vehicles, 8,724 electronic devices and 779 other items, reinforcing proactive measures to safeguard public safety and consumer confidence.
On the awareness front, the CPA expanded its outreach efforts through a revamped Consumer Protection Exhibition, which attracted more than 2,700 visitors. The authority also participated in 34 international events between 2024 and 2025, promoting consumer awareness and fostering a culture of prevention.
Al Hakmani noted that the 2025 outcomes reflect an integrated institutional approach combining enforcement, service delivery, rapid response and digital transformation. These efforts support the objectives of Oman Vision 2040 by strengthening consumer rights and promoting a fair and transparent marketplace. — ONA
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