Editorial

When will concrete action be taken to control the arrogance displayed by government corporations towards the consumer? It is most disconcerting that at the same time the government is doing its best to protect the consumer, its own corporations, or companies, treat the people with disrespect and, at times, shoddily too. It is quite appropriate to strengthen laws and regulations aimed at protecting the consumer, as the government is constantly doing. But the country now needs to go beyond providing this very necessary legal infrastructure and work also towards the promotion of the right consumer service culture.

In less than three months, Transport Malta has come twice under fire, from the Ombudsman and from a magistrate. Six months ago, another corporation, Enemalta, had also come into the Ombudsman’s line of fire and for a very good reason too. Both Transport Malta and Enemalta have been accused of showing arrogance towards clients, a matter that ought to be taken up quite seriously by the government if it wants to win more kudos in its work to protect the consumer.

A driver who paid excessive value added tax on a car was told by the transport authority it was reserving the right to make the refund as and when it pleased. It also refused to refund any interest on the amount owed. Unsurprisingly, a court found the authority acted with unacceptable arrogance when it had the obligation, like every other public entity, to not only be efficient but to act in good faith when dealing with citizens to ease stress and keep financial costs to a minimum.

A reader has complained he has not even received an acknowledgement to a registered letter he had sent to the transport regulator three week back. He tried to ring up the authority nearly every day but each time was told by the answering machine all the lines were occupied and he should leave a message, which he did. But he simply could not get through to anyone. What kind of service is this?

Many consumers can recount their own frustrating experience when trying to settle matters with government corporations or companies over the telephone. True, lines are likely to be busy at certain times of the day but surely more staff can and ought to be employed at call offices for consumers to have a reasonably good chance of being served on the telephone. This applies also to large companies in the private sector.

Strong words were also directed at Transport Malta earlier this year over an alleged case of bad workmanship by a contractor carrying out roadworks on behalf of the authority, which caused the complainant’s garage to flood every time it rained. The complainant only turned to the Ombudsman for help after three years of receiving excuses from the authority. The Ombudsman said this was an instance of sheer arrogance at its very worst and argued exactly in the same way the Magistrates’ Court did when he said this was an example of how a public authority should not treat citizens.

Reacting promptly to the strong criticism, the Transport Minister said at the time he was perturbed the authority had failed to reply to a communication by the Ombudsman and he instructed management to identify the employees responsible and see whether disciplinary action was in order. Well, it does not seem the minister’s reprimand has had any lasting effect on Transport Malta. Will it stop there? Consumers have a right to know.