The number of consumer complaints received by the Consumer Protection Directorate at the Ministry of Industry, Trade, and Supply decreased by 13% during the first third of this year compared to the same period last year, according to figures released by the Ministry.
اضافة اعلان
Statistics show that the Directorate received a total of 315 complaints during the first third of 2025, compared to 360 complaints during the same period in 2024.
Consumer complaints were primarily related to after-sales services, accounting for 157 complaints — nearly 49% of the total. This was followed by complaints about defective goods, which reached 90 complaints or about 29%.
As for the top three sectors with the most complaints:
First: Services sector with 97 complaints
Second: Electrical appliances sector with 82 complaints
Third: Automotive sector with 56 complaints
Ministry spokesperson Yanal Barmawi stated that the decline in consumer complaints is largely due to awareness campaigns launched by the Ministry to educate citizens on the Consumer Protection Law, issued a few years ago to strengthen market oversight and consumer protection.
Barmawi explained in a press statement that the Ministry has closed 209 complaints — 66% of all complaints received since the beginning of the year. Additionally, 24 warnings and 9 violations were issued.
He added that the Ministry handles complaints based on applicable legislative provisions, including:
Consumer Protection Law No. 7 of 2017
Industry and Trade Law
Competition Law
Ministerial Decision No. 99 on mandatory vehicle warranties.
Barmawi noted that the Ministry receives complaints through various communication channels and works to resolve them in a way that satisfies consumers without harming the rights of providers, in coordination with relevant parties.
“If non-compliant providers fail to resolve the complaints, a formal notice is issued requiring them to rectify the issue within a specified period. If the issue is not resolved, a violation report is filed against them,” he said.
The Ministry, through its Consumer Protection Directorate, also monitors markets and misleading advertisements by reviewing suppliers’ websites and ensuring they comply with their published advertisements. It follows up on any reports of misleading ads and works to correct violations. Additionally, joint inspection campaigns are conducted with related authorities to oversee commercial establishments and providers.
Barmawi also emphasized the Ministry's role in public awareness, which includes launching campaigns and awareness activities in collaboration with relevant entities. Among the key consumer tips are: obtaining a detailed purchase invoice and clear warranty terms, testing and inspecting items before buying (regardless of their type), and requesting the supplier's contact information when possible.
Consumers can file complaints through the “Bekhedmtkom” platform, the Ministry's official website, its Facebook page, or via WhatsApp at 0797527819.
It’s worth noting that Article (3) of Consumer Protection Law No. 7 of 2017 outlines the rights of consumers, including access to goods and services that meet their intended purpose without harming their interests or health, and access to complete and accurate information about the product or service and its sale conditions.
The core tasks of the Consumer Protection Directorate include receiving and verifying complaints from consumers or consumer protection associations, monitoring misleading advertisements, and taking necessary action to address violations.
