Consumer-trader mediation services

Further to the articles in this column (February 24 and April 7) on Concordia Malta Centre for Conciliation and Mediation (CMCCM) we are now writing about another centre - the Malta Centre for Mediation Services (MCMS).

I had a meeting with Dr James Calleja, director of MCMS, to discuss consumer-trader mediation. I have known him since 1998, when we worked together in Consumer Affairs at Parliamentary Secretary George Hyzler's Secretariat in the Ministry for Economic Services.

I asked him what the MCMS has achieved so far, and what they plan to achieve further. He explained that consumer-trader mediation is an opportunity for consumers and traders to have their disputes solved through mediation.

The MCMS was launched towards the end of last year and early this year was associated with the Malta Institute of Management (MIM), where it is currently based. The objective of the centre is to promote mediation as a tool for conflict resolution through services, training and consultancy.

The centre had its first activities in April when a business breakfast was addressed by Loong Seng Onn, deputy director of the Singapore Mediation Cente. A two-day training seminar was organised with MCMS's strategic partner, the Singapore Mediation Centre, and MIM, with the support of the Malta Dispute Management Ltd.

Both activities were a success with 21 participants getting professional training in mediation skills.

MCMS now will be organising a three-month evening course in conflict management and mediation skills starting in October. The course, tailor-made for a Maltese audience, will focus on theory and practical aspects of mediation, including consumer mediation. Those interested should contact MIM as places are limited.

Other activities this summer include two training seminars for teachers of the Education Division and assistance in the organisation of a training seminar organised by Malta Dispute Management Ltd on family mediation by world authority Lisa Parkinson.

Consumers, like all other individuals, have options in settling their disputes with traders or service providers. They can raise the matter through this column; they can go for arbitration or for litigation in court; they can go to the Consumer and Competition Unit; and, in the absence of an amicable settlement, to the Consumer Claims Tribunal.

Experience has shown that litigation is very often counterproductive. Time and money can drain consumers and traders and, at the end of the day, very little is achieved for the amount of energy and resources spent in the hope that justice prevails.

Arbitration is similar to litigation, but with fewer costs and less time involved. Mediation is informal, confidential, private and without prejudice. It is definitely much cheaper than any other form of dispute resolution. Dr Calleja however emphasised that the benefits of mediation are that relationships are normally preserved.

Any individual or institution interested in organising talks or short training programmes on the benefits of mediation in consumer affairs or requiring mediation services may contact me. I have been given the opportunity by MCMS to facilitate any activities related to consumer-trader mediation education and services.

Moreover Dr Calleja asked me to announce that the MCMS is now offering a free service to charitable and philanthropic institutions and religious organisations. Indeed I have a meaningful dialogue with both CMCCM and MCMS and I can assure you that I intend to maximise on this state of affairs for the benefit of consumers and traders.

Public transport - 'a credit to the people of Malta'

I refer to our chance meeting in the sandwich bar in Valletta and our little discussion about the excessive cost of bus season tickets issued by the Department of Transport. A five-day bus ticket costing Lm4.50 was purchased when we first arrived in Malta with the expectation that this would represent a significant saving when compared to individual ticket purchase.

When we started to use the standard buses we found that it was quite a struggle to justify the cost of this ticket over the five days, even when used at least twice a day. On the second week of our stay we found that if we travelled by standard buses purchasing individual bus tickets, it was actually cheaper than the season ticket option.

Most city/urban public transport systems offer season tickets at a considerable saving on the cost of individually purchased tickets. For example, in London a weekly ticket is purchased at the cost of four days individual tickets. This offers a clear saving for tourists and commuters.

I think this is just a pricing structure problem because, on the positive side, I found the Maltese bus service was more efficient and cheaper than London Transport, which is a credit to the people of Malta. Given the age of the bus fleet, it is truly remarkable. I think the engineers back at the bus depot, who must be constantly rebuilding gearboxes, engines, transmissions, etc., should be given a pat on the back. Without them there would be no buses.

Well done to the Maltese bus service; keep up the good work. Just have a look at the season ticket prices. (David G. Hudson)

I asked for the Public Transport Authority's comments:

The contents of Mr Hudson's letter have been noted.

The prices of the one-day, three-day, five-day and seven-day tickets are very feasible if utilised on the direct routes such as Sliema-Rabat; Sliema-Ghajn Tuffieha; Sliema-Cirkewwa; and Bugibba-Rabat; Bugibba-Cirkewwa; Bugibba-Ghajn Tuffieha; and Bugibba-Marsaxlokk.

These listed routes are the most sought after by tourists, who would otherwise have to pay 40c per person for a single trip. (Joseph Caruana)

Fair enough, however, even though these routes are the most sought after, the savings in question do not apply to tourists like Mr and Mrs Hudson, who did not use the direct routes. Thus, a more detailed explanation would be a better service to tourists.

In any case I must compliment those Maltese drivers, engineers and mechanics thanks to whom the Hudsons described their service as "more efficient and cheaper than London Transport" and "a credit to the people of Malta".

Finally, having spoken to Mr and Mrs Hudson, I daresay they still have a positive impression and enjoyed their stay in Malta. We hope that we will be able to welcome them again.

EU - question and answer

Will cars become cheaper if we join the European Union?

Cars will not necessarily become cheaper simply because of membership. The price of cars in Malta is high largely due to registration tax, which is imposed by the Maltese government and which is also very high. It is up to each EU country to decide whether to have a car registration tax and at what rate. Registration tax is not imposed by the EU.

However the EU has recently been investigating why the prices of cars are still very high and also why prices still differ so much between one EU country and another.

This is likely to lead to changes if the rules of competition apply to the motor vehicle industry to create more competition and push prices down. The EU wants, for instance, a person based in one country to be able to buy a car over the Internet without any problems. The EU also wants to look into car registration tax to see whether this tax is inhibiting free trade in cars within the EU.

Encouraging letter worth sharing

I am a regular reader of your column and I am learning from the various letters of complaints you receive and answers you give and solve.

Lately I had to lodge a complaint with a health insurance company. On presenting my fees, which were all covered by receipts, I was not refunded the full amount. I contacted the company to inquire as to why I was not paid in full. Believe it or not a small sum was deducted for something I did not do. If you want an explanation I can give you exact details.

Seeing that this company was trying to take advantage of me, I wrote back and asked them to give me the relevant sum of money. I pointed out that, if they were not going to do so within a week, I would send you all the details of the case for publication.

Two days later I received the total amount. This is to prove that your column has strength and is working. (Mary Mangion)

Although I do not feature such letters often, I do receive quite a few. While it is reassuring to note such reactions from companies, it is sad to note the need to do so.

I thank Mrs Mangion for her support.

HSBC's silence on service charges

I have been following the recent 'polemic' regarding HSBC's service charges and especially Mr Murray's contribution (April 21). Ever since the former Barclays Bank DCO (Dominion Colonial and Overseas) first came to Malta, and later Mid-Med Bank, customer service towards its clients had always been of a high standard.

I remember well in the Fifties and early Sixties how job openings for students were few and the only choices were the civil service, the British Services, the teaching grade or banking. But then again Barclays' employment policies were very dubious and always gave the impression that, unless one came from an elitist background, one's chances, even though one had maximum qualifications, were slim.

I guess all this continued to reflect on my mentality through all these years and I have never banked with Mid-Med/HSBC. In this context, following his letter, I fully concur with Mr Murray. HSBC ought to be given a "silent lesson" to its negative attitude by the closure of accounts by its clients who do not agree with these charges. If asked for any reason, they should reply "no comment". I guess this is the only way this bank's policy will be reversed. (Vincent Camilleri)

I had referred Mr Murray's letter to Ray Briffa, HSBC Head of Personal Banking, and invited him to send me his comments in response for inclusion in this column. Mr Briffa's reply, albeit via his courteous and helpful secretary Ms Marlene Mizzi, was "no comment".

On May 6 I sent a copy of Mr Camilleri's letter to Mr Briffa and asked for his comments. So far I have had no comments from Mr Briffa, but they would still be welcome and highly appreciated.