ADRA Achieves 90% Resolution Rate For Consumer Complaints In 2024

The Abu Dhabi Registration and Licensing Authority (ADRA), part of the Abu Dhabi Department of Economic Development (ADDED), has noted significant progress in consumer and commercial protection indicators for 2024. The resolution rate for consumer complaints against economic establishments reached 90%, up from 83.4% in 2023. This improvement highlights ADRA's success in promoting consumer rights and invigorating the business sector.

ADRA's efforts extend beyond complaint resolution, as they also conduct field visits to ensure compliance with commercial regulations across Abu Dhabi. In 2024, these visits increased by 4.5% to a total of 251,083 compared to the previous year. During these inspections, ADRA issued 7,951 warnings and identified 3,081 violations, leading to 53 closures.

Mohammed Munif Al Mansouri, Acting Director-General of ADRA, emphasised their commitment to consumer rights and intellectual property. "Consumer rights and intellectual property are at the top of our priorities," he stated. To enhance consumer awareness, ADRA launched an AI-powered service on the Abu Dhabi Government Services portal (TAMM).

Al Mansouri further explained that consumer complaints and field visits are crucial for ensuring adherence to business regulations and improving the investment environment in Abu Dhabi. He noted that communication with stakeholders helps identify challenges and develop solutions.

In addition to field visits, ADRA significantly increased its awareness campaigns by 45%, reaching a total of 5,397 campaigns in 2024 compared to 3,706 in 2023. These campaigns aim to educate the business community about rules and regulations.

The estimated value of goods and services involved in complaints was AED26.3 million last year. Meanwhile, goods not meeting legal standards were valued at AED40.8 million. These figures underscore ADRA's role in maintaining market integrity.

Satisfaction and Future Goals

An annual survey conducted by ADRA revealed that 96% of participants expressed satisfaction with inspection and regulatory activities. Al Mansouri expressed optimism about ongoing efforts to improve services: "We are forging ahead with efforts to enhance our services."

ADRA remains focused on solidifying Abu Dhabi's reputation as a prime location for talent, businesses, and investments through continuous service enhancement and regulatory compliance initiatives.

With inputs from WAM