CPA achieves 100 per cent service digitisation and recovers OMR 7 million for consumers

Muscat: The Consumer Protection Authority (CPA) has achieved full digitisation of its core services, reaching a 100 per cent completion rate in 2025. According to His Excellency Sulayem bin Ali Al-Hakmani, Chairman of the CPA, this transition includes the digital handling of complaints and reports, aligning with national directives for digital transformation and the improvement of government service quality.

During a media meeting in Muscat, the Authority reviewed its 2025 achievements and outlined its upcoming programmes for 2026. Data revealed that the CPA conducted 303,776 field visits across nearly 245,000 commercial establishments to ensure compliance with regulatory laws. These inspections resulted in the registration of 6,014 violations and the seizure of 84,410 illicit goods. Additionally, the Authority’s call centre managed over 51,000 calls, while the total volume of complaints reached 34,242.

Efficiency remained high throughout the year, with the Authority successfully dealing with 93 per cent of all reports and closing 94.2 per cent of total complaints received. Notably, 22,652 complaints were resolved amicably, resulting in the recovery of more than OMR 7 million for consumers. For cases that could not be settled through mediation, 3,595 complaints were referred to the Public Prosecution for legal action.

The Chairman also highlighted the importance of collaborative efforts, noting that 319 joint campaigns were implemented across 31 sectors in various governorates. These campaigns covered over 2,700 establishments, reflecting the Authority's commitment to integrated work with relevant parties to maintain market balance and protect consumer rights across the Sultanate of Oman.