CPA Refunds Surpass RO7 Million in 2025: What This Means for Business Cash Flow in Oman
Muscat: The Consumer Protection Authority (CPA) successfully returned over RO 7 million to consumers in 2025, highlighting enhanced enforcement measures, expedited complaint resolution, and expanded digital services across Oman.
At a media briefing in Muscat, CPA Chairman Sulayem bin Ali al Hakmani reported a significant increase in market oversight, with 303,776 inspection visits conducted at 244,892 commercial establishments. These inspections aimed to eliminate violations, ensure regulatory compliance, and maintain market stability.
The CPA recorded 6,014 violations and seized 84,410 non-compliant goods, demonstrating intensified field monitoring. Enhanced collaboration with other agencies resulted in 319 joint campaigns across 31 sectors, inspecting an additional 2,742 establishments.
Consumer engagement remained robust, with the authority receiving 34,242 complaints and 6,568 reports through various channels. Impressively, 93 percent of reports were addressed within three days, and 96 percent were resolved within ten days. Overall, the CPA resolved 94.2 percent of complaints—amounting to 32,241 cases—with 22,652 settled amicably, returning over RO 7 million in refunds to consumers. Additionally, 3,595 cases were referred to the Public Prosecution in accordance with legal procedures.
The CPA’s call center managed 51,177 calls during the year, covering inquiries, complaints, and feedback, alongside processing over 15,000 service-related requests.
A major milestone in 2025 was the full digitization of CPA’s seven core services, including complaint and report submissions, service approvals, product registration, price approvals, issuance of summons and warnings, and customer support. This digital transformation has reduced processing times, enhanced user experience, and eliminated the need for in-person visits, aligning with Oman’s broader government digital initiatives.
Chairman Al Hakmani emphasized ongoing integration of the CPA’s systems with central digital platforms and partner agencies to further improve efficiency and service delivery.
Preventive actions included issuing 12 warnings and announcing 48 product recalls involving 29,993 vehicles and consumer goods. This encompassed 20,490 vehicles, 8,724 electronic devices, and 779 other items, reinforcing the CPA’s commitment to public safety and consumer confidence.
In terms of awareness, the CPA revamped its Consumer Protection Exhibition, attracting over 2,700 visitors, and participated in 34 international events between 2024 and 2025 to promote consumer education and preventive culture.
Al Hakmani remarked that the 2025 achievements demonstrate a holistic institutional approach integrating enforcement, service delivery, rapid response, and digital transformation, supporting Oman Vision 2040’s goals of enhancing consumer rights and fostering a fair, transparent marketplace.
— ONA
Special Analysis by Omanet | Navigate Oman’s Market
The Consumer Protection Authority’s robust enforcement and full digitization signal a more transparent and efficient market environment in Oman, benefiting both consumers and compliant businesses. Smart investors and entrepreneurs should leverage this digital shift and heightened regulatory oversight to build trust and competitive advantage, while proactively ensuring compliance to mitigate risks linked to non-conformance and legal repercussions.
