How can DED complaint handling process support retailers?

Following a consumer complaint, the DED Consumer Protection Division will establish whether the complaint is valid based on Federal Law Directives and if so they will register the complaint internally and contact the retailer to seek resolution in the following manner:

  • Identify themselves by name, designation and department ;
  • Identify the relevant retail contact name, designation and department;
  • Share the customer complaint details with the authorized retailer representative;
  • Verify the complaint details and facts;
  • Listen to the retailers explanation and find out why the complaint has not been resolved;
  • Customer service agent will avoid laying blame and courteously establish whether consumer rights have indeed been violated;
  • If a violation has occurred the customer service agent will explain the Federal Law and its directives to the retailer and discuss options for an amicable resolution;
  • In the first instance retailers will have the option to repair the goods sold or rectify the service;
  • If the above solution is not feasible retailers have the second option to replace the goods sold or repeat the service;
  • Should this not be feasible retailers have the final option to refund the goods or service;
  • Once an amicable resolution has been found the customer service agent will notify the consumer that the complaint has been resolved and that they should contact the retailer;
  • If the complainant is satisfied with the action taken or proposed in respect of the process and the redress the case will be closed and filed;
  • If the retailer is not willing to cooperate to reach an amicable resolution based on Federal Law Directives the customer service agent will forward a fax based request to the retailer to visit DED on the next working day;
  • The retailer and customer service agent will again seek to resolve the complaint based on Federal Law Directives;
  • Should a retailer refuse to resolve a consumer right violation the customer service agent will notify the retailer of the subsequent fine and license renewal implications of not abiding by the Federal Law.