Increase in consumer complaints

Consumers appear to have become more conscious of their rights, with the complaints handled by the Maltese branch of the European Consumers Centre network almost doubling in 2008 over the previous year.

The centre, located in Valletta's South Street, received 165 complaints last year from consumers who felt aggrieved after buying a product abroad, either in person or online.

The requests for information from the Maltese office have also more than doubled to reach 495, according to details released by the European Commission on the performance of European network.

The centre, which forms part of the Consumer and Competition Division within the Finance Ministry, was opened in 2007 following direct intervention and financial assistance of the European Commission. It mainly deals with consumer complaints involving cross-border shopping.

In its annual report documenting the activities of the 27 centres in all member states, the Commission specifically highlighted two cases linked with Malta in its "examples of good practice".

The first related to a Maltese who flew with a Romanian airline. According to this case, his five pieces of luggage arrived two days later and one of the suitcases was badly damaged.

The consumer claimed a refund of his expenses. After unsuccessfully attempting to resolve the complaint himself, Romania's ECC intervened and the consumer was compensated. The second "good example" does not shed good light on Malta's tourism industry, particularly timeshare operators.

While holidaying in Malta, a UK resident was approached and told she had won a free holiday. When she went to claim the prize she ended up having to listen to a holiday club sales presentation and eventually signed a contract for a membership scheme.

The consumer was assured no money would be withdrawn until she returned home. However, on her return, the woman discovered the trader had withdrawn cash from her account the day after she signed the contract.

Although the contract did not contain a cancellation clause, the consumer managed to persuade the marketing company to annul the contract but was not refunded the deposit paid.

After the intervention of the ECC of both the UK and Malta, the consumer was refunded the full deposit of £475.

The Commission said that in 2008 most complaints tackled by its 27 ECC offices concerned transport (33 per cent), recreational services (25 per cent), and hotels and restaurants (13 per cent).

In the transport sector alone, 80 per cent of problems involved air transport (delays, cancellation, luggage problems).

In general, the bulk of complaints related to dissatisfaction with products or services, 25 per cent, followed by delivery, 18 per cent, and contract terms, 16 per cent. Online purchases were involved in 47 per cent of complaints.