Energy efficiency rebate scheme on appliances

The following letter was sent to the manager of Mambra Electronics Ltd and copied to me:

When I bought the refrigerator it was clearly labelled 'A class'. The saleswoman stated clearly, several times, that it would qualify for a refund under the government's Energy Efficiency Rebate Scheme for class A appliances.

After several visits to the showroom I was told by the manager that, if the government did not give me the refund, he would do so himself. I visited the showroom again on September 9, 2006 but the same saleswoman told me that the government had rejected this appliance and that I was not entitled to a refund.

Can you confirm whether a refund will be made and if the statements made by the saleswoman are true? I still have the relevant original documents. (Maria V. Perren, February 26).

Indeed, I asked some questions on this issue earlier this year and am reproducing the answers below. On behalf of the Malta Resources Authority (MRA), Philip Caruana had sent us the following information in a question and answer format:

What is the Energy Efficiency Rebate Scheme?

The government has launched a scheme to give a refund to consumers who purchase an energy efficient domestic appliance. This scheme came into effect in November 2006. The appliances eligible for this grant and the amount refunded are calculated according to the formula below.

The objective of the energy efficient appliance rebate scheme is to change the market towards more efficient appliances and influence consumer choice in favour of energy efficiency. Furthermore, by using a more energy efficient appliance, the consumer would, in the longer term, face lower electricity bills than would otherwise be the case. The amount of money saved depends on how much one uses the appliance.

How much do I get refunded if I purchase an eligible appliance?

The refund on an eligible appliance is 20 per cent of the selling price up to a maximum of Lm25 for each dishwasher, washing machine, tumble dryer, and air-conditioning unit bought. In the case of refrigerators and freezers, the refund is 20 per cent of the selling price up to a maximum of Lm50.

How does the scheme work?

The retailers must register with the MRA and they also must submit documents verifying the energy saving element of the model being proposed as eligible under the scheme.

Subsequently Ms Perren wrote:

Your article regarding this topic was timely since I was one of many consumers who had not received the refund because the appliances were not registered with the MRA, although the supplier is registered.

In these cases it was clear that many customers were informed by sales staff that their appliance would be eligible. However, the appliances were not registered.

I contacted MRA and was informed that no refund could be given if the appliance was not registered. If you are able to comment I would be most obliged. I hope this matter is of general interest. Indeed, many consumers are affected.

I also received a letter from Sarah Carabott, operations manager, Joseph Pavia Group of Companies:

With reference to the letter sent by Mrs Perren, I would like to provide some insight to the case and its successful settlement. May I point out, as a representative of Mambra Electronics Ltd, that before receipt of the written complaint we had already contacted the client and invited her to discuss her grievance, as we care about our clients and we strive to provide an excellent service at all times.

Mrs Perren visited our offices on October 1, as agreed in a prior follow-up telephone conversation. Together, we discussed her case with a view to achieving a satisfactory outcome. Mambra Electronics' aim was to delve deep into identifying the client's expectations and act accordingly.

The case in question referred to the purchase of a class 'A' refrigerator, which should qualify for a 20 per cent rebate of the purchase price under the government's Energy Efficiency Rebate Scheme but which, although all relevant forms and data were submitted by Mambra Electronics, did not qualify. The customer was thus understandably upset, because she was under the impression that the appliance was misleadingly sold.

While I excused myself on behalf of the company for the situation created, I explained that our philosophy is based on providing the product most compatible with the customer's needs; thus, it is the company's prerogative to ensure that the client is satisfied with the product purchased. The product was correctly labelled, displayed, and sold for its features and benefits.

Still, the company recognises that since the product which should qualify for rebate was rejected by the scheme... we gladly provided Mrs Perren with a credit note of the equivalent value she would have been entitled to (under) the government's Energy Efficiency Rebate Scheme, considering the particular circumstances of the case.

While once again extending my apologies for the misunderstanding and inconvenience caused to Mrs Perren, I am happy to confirm that the issue was resolved to the customer's satisfaction. Mambra Electronics Ltd is more than happy to have cleared its position with the client and restoring the faith of the customer in the company's brands and its customer service.

I thank Ms Carabott and Joseph Pavia for resolving this issue.