Consumer complaints triple in one year

Last year, the Consumer Affairs Department received 2,632 complaints – almost three times the number of cases in 2009. Of these, only 250 were still pending.

Winding up the debate on the second reading of the Bill setting up the Fair Competition and Consumer Affairs Authority, Parliamentary Secretary Chris Said said the Bill allowed for the implementation of a legal metrology structure, together with alterations to the Consumer Tribunal framework, to ensure decisions were made within a shorter period.

Speaking about the need for consumers to make the best choices, Dr Said noted that there were plans to introduce a fiduciary mark, empowering consumers further. Another initiative was to introduce the Malta Quality Award, which would be conceded to local companies on an annual basis.

He pointed out that opposition spokesman on consumer affairs Silvio Parnis’s comment that the authority should provide a one-stop-shop concept was valid and this would be implemented. The new authority promised to provide a one-stop-shop service because the four entities were to be amalgamated to ensure better synergy between them within the authority’s arm. This, despite the fact that the heads of all entities would be autonomous from each other.

Decisions made within the authority, were to be independent from the government. Dr Said deemed it important that there was a minimum threshold of seven years’ experience for persons working in certain roles within the authority to ensure the most competent persons were on the board.

Referring to comments by Marie Louise Coleiro Preca, Dr Said confirmed that the authority would have specially-trained persons. This would help each directorate focus on the particular features they needed to address.

The authority would be proactive, rather than reactive. There would be immediate remedial action in the case of breaches of the law because the legal mechanisms were being made available.

The Bill would ensure that consumers continued to enjoy their rights as set by the eight principles of the European consumer legislation.

The new authority would include a Consumer Rights Office. Consumer Protectionshould be looked at from a wider perspective, as consumer welfare was a complex issue.

José Herrera (PL) had objected to the competition and consumer entities being placed under the same umbrella. Dr Said said that competition law was paramount to helping consumer protection. One could not separate the two.

Having the two under the same umbrella was an advantage and one could not consider the two as conflicting. They complement each other and there would not be the same efficacy if not tackled together and there was an obligation for the two to work in sync with one other, maintaining a holistic view.

Turning to the regulation of markets, the directorate would address the issue and investigate law infringements. Should consumers be negatively affected by market failure, there would be remedial action. This Bill, he said, would address such issues.

Dr Said praised those who were pioneers in the application of competition law and introduced a fair trade culture and helped markets avoid abuse.

A better synergy would be evident on the tribunal level where the Appeals’ Tribunal would have a function of public enforcement, with the Consumer Tribunal continuing to have a different juridical nature and a function of private enforcement.

The Bill, which was the result of past experience and consultation from persons working inthe field, was unanimously approved.