David Schembri
Consumers are becoming 'more abusive, violent'
There exists a "new class of consumer" who is abusive, arrogant and at times violent, according to the Malta Chamber of Small and Medium Enterprises (GRTU).
"We receive daily reports of verbal abuse, where consumers think they can abuse of their rights and take the law into their own hands, verbally abusing the cashier, for example, who wouldn't even have a say in the running of the business," GRTU chairman Vince Farrugia said yesterday.
Mr Farrugia said that while in Malta this trend was not yet widespread, it was a growing concern across Europe, and Eurocommerce, an organisation of which the GRTU forms part, is organising itself against it.
"We've even had reports of shop staff being physically attacked and ending up in hospital," the GRTU president said, commenting just hours before he was coincidentally beaten up inside the chambers' offices in Valletta in an unrelated incident.
GRTU vice-president Marcel Mizzi said things had come to the point where people were increasingly reluctant to take on sales jobs because of these occurrences: "Whereas before the inconveniences associated with working in a shop were that people had to work till late and on weekends, now there is also this phenomenon," Mr Mizzi said.
The GRTU also criticised the bias in the media which was causing a certain fear in consumers that retailers were out to get them.
"This has come to the point that with the least of problems, customers will come shouting and causing a scene in a situation where a simple warranty claim would suffice," Mr Mizzi said, adding that nine times out of 10 this was the case.
"We fully agree with consumers being protected but retailers need protection as well," the GRTU vice-president said.
In a meeting held on Wednesday with Parliamentary Secretary for Public Consultation Chris Said at the GRTU headquarters in Valletta, GRTU president Paul Abela expressed concern with regard to the Consumer Protection Agency, which was proposed in the Nationalist Party's electoral manifesto and which surfaced in the 2010 Budget.
Mr Abela questioned the need for such an agency when consumers were already being abusive, and expressed consternation about the fact that the chamber was not consulted.
In his reply, Dr Said reassured the chamber that the agency would not be adding a burden on retailers, and that a public consultation document on the matter would be issued in the coming weeks.
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jsaliba
Mar 12th 2010, 15:54
In a way retailers are clients to their agents??? They do need protection too. Consumers unite we need to strike a fair deal. Abuse and violence should not be tolerated no matter the source.
Lawrence Fenech
Mar 12th 2010, 15:14
Dak l-argument jew customer service tal-lum tissokra xi xeba flok jirringrazzjawk talli tkun client u nfaqt il-flus ghandhom. Ghandu ragun Vince Farrugia tal-GRTU. Prosit.
Eric Gahn
Mar 12th 2010, 14:18
While certainly not agreeing with violent temperment I do understand how some people feel. If you do not slam your foot down immediately most outlets will take you for a looooong ride if you need customer service.
Steve Rogers
Mar 12th 2010, 14:18
Ironic that the picture shows a man carrying items in 2 plastic bags. Guess the campaign isn't going well for Green MT/GRTU.
Paul Caruana
Mar 12th 2010, 13:46
Oh please....the vast majority of customers are not abusive and arrogant, although I wonder if the same can be said of shop owners!
Let us not find such pathetic excuses to delay the setting up of an appropriate consumer protection agency.
Joseph V. Grech
Mar 12th 2010, 10:49
No consumer should act irresponsibly and verbally abuse staff or management of any business. That much should be certain. But how often does that happen? The Police need to intervene when such abuse happens.
However,no Management should treat customers irresponsibly and when problematic issues do come up Management needs to address complaints seriously so that solutions to problems can be reached.
''GRTU president Paul Abela expressed concern with regard to the Consumer Protection Agency, which was proposed in the Nationalist Party's electoral manifesto and which surfaced in the 2010 Budget.'' The GRTU need not fear and lobby against the setting up of the Consumer Protection Agency. But it certainly can make sure that the rights of the business suppliers are respected.
Questioning the very need for such an agency ''when consumers were already being abusive'' is such a silly argument because we all know that consumers do not all resort to such abusive behaviour. Just as it is a fact the NOT ALL suppliers respect the rights of consumers with the seriousness that they deserve!
The GRTU is free to ''express consternation about the fact that the chamber was not consulted.'' But it cannot be allowed to dictate matters.
Anthony Mizzi
Mar 12th 2010, 10:37
About time Consumers start stating that they have had enough of being abused , not given value for money, getting shoddy service and in general not getting a fair deal .
Maybe the fact that local consumers start having their say and expexting fair deals and value for money, besides going on e-bay is not going down wll on the GRTU.
The Coonsumer is finally becoming educated and aware of his rights and expects the same treatment and rights as his overseas counterpart.
M Cassar
Mar 12th 2010, 10:08
Well maybe if they don't cheat and fool the people with bogus warranties it would not happen.