MUSCAT : This initiative aims to clarify how individuals can voice their dissatisfaction with products or services and ensure that their grievances are addressed properly.

What is a Complaint?

A complaint is a formal expression of dissatisfaction or objection regarding a product or service.

Common issues include:

• Failure to provide the service as promised.
• Unfair conditions such as ‘goods sold are neither returned nor exchanged’.
• Non-compliance with repair or maintenance warranties.
• Charging more than the advertised price.
• Refusal to replace defective goods or refund their value within the legally mandated 15 days.
  
  Complaint Procedure:

1. Fill out the complaint form (online).
2. Attach the required documents (purchase invoice or contract are mandatory)
3. Attach a copy of the civil ID.
4. Ensure that all fields are filled according to the data mentioned.
5. Ensure that you receive a confirmation notice and an SMS with your complaint number on your mobile phone.
   
   CPA’s Role in Handling Complaints:
   1. Receiving complaints
   2. Sending the complaint number to the consumer’s phone
   3. Studying the subject of the complaints and verifying its details to ensure that all documents are complete as per CPA requirements
   4. Communicating with the complaining parties to reach an amicable settlement.
   
   In the event that an amicable settlement is not reached, the complaint is referred to the competent authorities.
   
   The CPA also states that it has the right to keep incomplete or inaccurate complaint data – on hold until corrected.
   
   Challenges in the Complaint Process:

• Failure of the complaining parties to provide the required information and documents deemed necessary by CPA officials.
• Failure and procrastination to attend sessions.
  
  The complaint shall be closed if a settlement is reached or it is referred to the competent authorities to apply the Consumer Protection Law.
  
  Consumers can monitor the status of their complaints through www.cpa.gov.om or by calling the CPA Call Center at 80079009 or 80077997.

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