EU comes to the aid of Maltese consumers

Sixty per cent of Maltese consumers do not know what their rights are when shopping online, emphasising the need to be better informed, according to the European Commissioner for Consumer Protection.

Meglena Kuneva said the EU gave consumers rights, but for these to work the Maltese had to know what they were and where to look for information and advice.

A Eurobarometer survey, carried out among 25-to 45-year-olds, showed that 44 per cent of the Maltese are fairly active shoppers via the internet or teleshopping, so the new information campaign was essential in empowering them as consumers.

Ms Kuneva said it was fortunate that this same survey showed that 90 per cent of Maltese wanted to learn more about their rights.

Ms Kuneva was in Malta on a whirlwind visit yesterday to launch the 10-month campaign geared to equip people with the knowledge to make the right choices.

She met consumers during a visit to Smart Supermarket's coffee shop in Birkirkara, and, together with Competition Minister Censu Galea, inaugurated Consumer House, in South Street, Valletta.

The centre, which houses the Consumers' Association and the European Consumer Centre of Malta, is geared to become a point of reference and guidance.

Ms Kuneva, the first European Commissioner with a specific portfolio on consumer affairs and the first commissioner from Bulgaria, said consumers can, and should, compare prices for the best deal, not just in Malta, but even in the EU.

"I hope my presence here will show the EU cares about its citizens... That we do not only make laws, rules and regulations, but help to make them work on the ground," she told a press conference, chaired by the head of the European Commission Representation in Malta Joanna Drake.

The Eurobarometer showed that 50 per cent of Maltese had no idea what to do if an appliance they purchased didn't work properly, and about two-thirds were lost when they encountered problems with their holiday package or flight.

These figures showed the crucial role consumer associations had to play in building consumer confidence, Ms Kuneva said.

The campaign aims to be educational and informative, yet light-hearted and humorous, with local television personality Ray Calleja chosen to be the face of the campaign.

Its main themes will focus on consumer rights relating to product guarantees, online shopping and package holidays.

Apart from radio and print advertising, three fact sheets will be available from the new consumer centre as well as online. Households will also receive an informative publication about their main rights in the EU.

Ms Kuneva stressed the importance of working with the Maltese business community, because they had to know and respect consumer rights.

"Adhering to best practice beyond legal obligations is not a cost, but a competitive advantage in today's open and free market," she said.

Mr Galea said this information campaign should not be perceived as a project that will end once the parties involved performed their allocated tasks.

"This 'protection through information' has become paramount in today's increasingly complex markets, and this information needs to be continuously modified and updated to reflect new selling methods, the progressively more prevalent use of technology, and to target different categories of consumers," he said.

Mr Galea added that the government had strengthened the consumer lobby in Malta and provided the Consumers' Association with resources and funds.

Consumers looking for more information can contact the new consumer centre on 2122 1901 or access the association's website: camalta.org.

Similar campaigns are being launched throughout new member states.

Know your rights

Going on holiday? What if the hotel is not the same as the one I booked or is not as described in the brochure?
If you do not get exactly what you paid for, the organiser must make suitable alternative arrangements at no extra cost. Otherwise, you are entitled to compensation for any services not provided. For example, if you were booked for a four-star hotel and in reality had to stay in a three-star, you are entitled to be compensated accordingly. Immediately contact the local representative of the tour operator and the supplier of the service, and clearly state in writing your complaint and what you expect them to do.

Shopping online? What rights am I entitled to when I buy over the internet?
When you buy over the internet you have the same rights as when you buy from a shop. Moreover, you have additional rights because you are buying "at a distance", without having the opportunity to examine the products or services. These additional rights also apply to other means of buying at a distance, including buying through catalogues ("mail orders") and teleshopping.

Buying goods? What rights do I have if a product I bought is faulty or is not in conformity?
You have the right to have the goods repaired or replaced free of charge by the trader who sold it to you. If this is not possible, you may ask for a reduction in the price or for a full refund.

Source: Consumers' Association and the European Consumer Centre of Malta.