The Consumer Protection Authority (CPA) has launched the second edition of its ‘Consumer-friendly institutions’ initiative in partnership with the Small and Medium Enterprises Development Authority. The initiative invites SMEs to participate, aiming to reduce consumer complaints while raising awareness about consumer rights and supplier responsibilities.
The core objectives of the initiative are to ensure sustainability through strategic service improvements, enhance service quality, foster competition among businesses, and maintain a continuous cycle of service development.
By promoting better business practices, the initiative aims to strengthen relationships between consumers and service providers, ultimately creating a more transparent and trustworthy consumer environment. This effort is also expected to boost confidence in the local market and support the broader economy.
Issa al Nabhani, Director of the Studies and Market Research Department, emphasised that participating institutions are encouraged to innovate in their approach to customer service by making consumer satisfaction a central focus of their strategies. Selection criteria for consumer-friendly institutions are based on innovation, customer satisfaction mechanisms and a clear focus on meeting consumer needs.
Participating institutions undergo performance evaluations via periodic inspections and reports, ensuring they comply with the initiative’s standards.
A team of local experts and consultants assesses the institutions through field visits. Based on the evaluation, institutions scoring between 80 per cent and 100 per cent receive a detailed report on their performance, a certification of compliance with the standards, and a distinctive consumer-friendly sticker. Institutions scoring between 71 per cent and 80 per cent receive a report and a certification but do not receive the sticker.
In future phases, the initiative plans to expand beyond Muscat Governorate and cover additional sectors across Oman. This expansion is in line with the Authority’s broader objectives under Oman Vision 2040, focusing on enhancing consumer services in retail, commercial, industrial and economic sectors.
The Authority also seeks to refine the initiative based on both its positive outcomes and areas for improvement, further boosting service quality across the Sultanate of Oman.
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