Arabic to become main language across invoices, customer care services

  • Invoices, price tags and menu cards will have information in Arabic by end of year
  • Call centres and reception desks will have Arabic speakers
  • Move to preserve Arabic language and protect consumer rights

The Commercial Compliance & Consumer Protection (CCCP) sector in the Department of Economic Development, Dubai, has launched a new initiative, which would see all commercial establishments across Dubai using Arabic as the main language in invoices and receipts as well as in their call centres and reception desks.

The initiative is in line with the directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum to make the UAE a centre of excellence in Arabic language and seeks to encourage businesses to ensure optimum customer satisfaction and loyalty.

The new initiative makes it incumbent on businesses to use Arabic as the main language across menu cards, invoices and price tags, in addition to any other language of the business owner’s choice. The invoices should have Arabic as the main language before the beginning of 2017, by when CCCP will start monitoring the transition.

Mohammad Ali Rashed Lootah, Executive Director of CCCP, said: “The Department of Economic Development is committed to preserving the Arabic language and its position in the society, as well as to protecting consumer rights and the integrity of purchases. Consumers who don’t know English also should be able to read and understand what is written on the invoices they receive.”

Lootah added that Dubai being a preferred shopping destination for tourists and residents, it is important to offer varied choices and services to consumers in the emirate.

“According to statistics available and studies we conducted, a large segment of consumers in Dubai belong to GCC and other Arab States, hence, it’s important to provide information and services in Arabic language, particularly while receiving enquiries and complaints and in after-sales services provided through call centres,” he said.

Lootah called on all traders and owners of major retail outlets to co-operate with the new initiative, which aims to consolidate the Arabic language, and to protect consumer rights. He said it would also help strengthen the relationship between merchants and consumers, and boost consumer confidence, particularly in the processes of transaction and follow-up.

Ahmad Al Zaabi, Senior Manager, Consumer Awareness in DED said purchase invoices and business documents issued to buyers should have the product description, quantity and price in Arabic. Price list of services and products displayed in retail outlets as well as price tags should also have the information in Arabic.

“Businesses such as hotels and car agencies as well as service areas of retail stores and other commercial businesses should have Arabic speakers in their receptions, or in the first point of contact for customers, in order to receive feedback, inquiries, complaints and after-sales service requests. Call centres should also have Arabic speakers to provide information in Arabic,” added Al Za’abi.


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