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Observer
11 hours ago
- Business
- Observer
Rise in complaints amidst growth in e-commerce
MUSCAT, JUNE 16 As e-commerce gains traction in Oman, the Consumer Protection Authority (CPA) has reported a rise in complaints from consumers in the Sultanate of Oman. Speaking to the Observer during a recent e-commerce conference, the Director of Market Regulation and Monitoring Department at the CPA, Khalid bin Salem al Siyabi, shared the following, 'Over the past few years, we've seen a significant increase in consumer complaints. In 2022, we received 29 complaints. In 2023, that jumped to 493 complaints, and RO 5,272 was recovered for consumers. In 2024, complaints quadrupled to 1,845. In just the first quarter of 2025, we received 2,208 complaints, and recovered RO 31,249 for consumers. This is a major increase compared to 2024 — and it's only the first quarter. The annual increase is significant, reflecting a strong shift toward e-commerce in Oman.' According to Al Siyabi, the surge is due to shifts in consumer behaviour as more consumers resort to online shopping. 'This reflects broader global trends. Consumer habits have shifted — people no longer drive to stores as often; instead, they rely on online platforms. While this has made shopping more convenient, it has also opened the door to new challenges, such as fraud, unverified sellers, and misleading advertising,' he said. The official added that unclear and inaccurate production descriptions are amongst the frequent issues reported. 'Many consumers receive products that don't match what was promised. That's a major issue — consumers often complain about differences in color, size, or features. In many cases, the product descriptions on e-commerce sites are vague or unclear, which causes confusion and leads to disputes or complaints,' he said. Moreover, the Director shared that the Authority has detected various cases of electronic fraud, in which case the Authority directs consumers to file reports to the Public Prosecution or the ROP directly. Urging consumers to take several precautions before making purchases, he stressed: 'Our main advice is to stay informed and cautious before making any online purchases. Consumers should ensure that the platform they're using is properly licensed. For websites, they should look for secure connections — that means URLs beginning with 'https' and a visible padlock symbol. These are signs that the website is legitimate and less likely to be involved in fraud.' he said. The Consumer Protection Authority is a key stakeholder in the country's E-Commerce programme, which was launched in 2023, and falls under the Digital Economy Programme umbrella. Last year, the Under-Secretary for Commerce & Industry at the Ministry of Commerce, Industry and Investment Promotion, Dr Saleh bin Said Masan, unveiled that the value of the Omani e-commerce market is expected to grow at a compound annual growth rate of 9.8 per cent from 2023 to 2027 to reach a market size of $3.27 billion.
Muscat Daily
23-02-2025
- Business
- Muscat Daily
Markets in Oman gear up for Ramadan consumer demand
Muscat – As markets prepares for Ramadan, expected to start on March 1, authorities are ramping up efforts to ensure a smooth consumer experience throughout the holy month. Various sectors are taking proactive steps to meet an expected surge in demand for essential goods and services. Othman bin Ali al Hatali, Director of Operations at Silal Fruit and Vegetable Central Market, outlined its strategy to maintain a steady supply of products. From February 10 to 17, the market received 236 trucks carrying nearly 6,000 tonnes of imported vegetables and fruits. Local agricultural products also saw a significant increase with 3,160 tonnes of local produce arriving during in this period. The market is working in close coordination with government entities, including Royal Oman Police and Ministry of Agriculture, Fisheries and Water Resources (MAFWR) to ensure product quality and safety. MAFWR confirmed that markets are well-prepared to meet the demand for meat and fish. Since February 1, approximately 169,200 live animals have been imported, including cows, sheep and goats. To further ensure a steady supply, 60 permits have been issued for import of livestock. The ministry also assured the public that fish will be available even if adverse weather conditions affect transportation. Ongoing coordination with fish marketing companies and transporters aims to maintain a reliable supply during Ramadan. Khalid bin Salem al Siyabi, Director of Market Regulation and Monitoring Department in Consumer Protection Authority, highlighted the authority's efforts to protect consumer rights during the busy Ramadan period. Increased inspections will be conducted in markets and shopping centres to monitor price hikes or market manipulation. The authority will also focus on ensuring quality of products and scrutinising commercial advertisements, particularly those related to Ramadan discounts, to prevent misleading claims. To support this, an awareness campaign – titled 'Beware… it may not be what it seems!' – has been launched to educate consumers about deceptive advertising practices. The initiative also seeks to help the public distinguish between effective and misleading marketing techniques as Ramadan and Eid al Fitr approach. Ali Abdullah al Marhoon, Head of Health Control Department in Dhofar Municipality, confirmed that inspection campaigns targeting food establishments will take place during Ramadan. These inspections will focus on meat sales, dates, bakeries and restaurants to ensure compliance with health and safety regulations. Marhoon encouraged the community to report any concerns via the municipality's call centre. In Al Wusta, Haitham bin Ali al Junaibi, Director of Consumer Protection Department, assured the public that essential food items, including vegetables, fruits and local fish, are readily available in shops and markets.
