European consumers file 90 complaints against Maltese businesses

Despite the popular perception of Maltese businessmen being a little underhand at times, only 90 complaints were filed by European consumers against Maltese traders with the European Consumers' Centre Network till August this year.

The figure represents an increase over 2007 when 68 complaints had been filed but the numbers are still meagre when placed within the context of Malta's trade with Europe.

In the same period, Maltese consumers lodged 80 complaints against traders in other EU member states.

The absolute majority of the complaints lodged by foreign consumers against Maltese businesses were travel related and dealt with services rendered to people who had visited Malta, either on business or on holiday. Cases seen to by the Malta office included complaints on timeshare, car rentals, hotels and restaurants, among others.

On the other hand, the majority of complaints lodged by Maltese consumers against traders in other EU countries were related to online shopping.

The internet is fast becoming a popular medium among consumers to shop for everyday needs. Claude Sammut, the manager of the Malta branch of the ECC Network explained that his office deals with the complaints through contact between the ECC Network in the country where the complaint was lodged, the Malta branch and the trader against whom the complaint was filed.

There are a number of simple complaints, which can be solved without involving other ECC centres.

With regard to official complaints by EU consumers against Maltese businesses, the largest number of claims were made by British consumers. Other countries where complaints were lodged against Maltese businesses included Spain, Germany, Italy, Ireland, Portugal, Finland, France and Greece.

The centre acts as a first step for people who do not wish to take the matter to, say, the Consumer Claims Tribunal or the courts.

As soon as a complaint is received, the office verifies whether all the information is available and it gets in touch with the trader. Sometimes it is simply a misunderstanding but there occasions when consumers get compensated for the claims. If the issue remains unsettled, a consumer can file a case before a tribunal or the court.