Consumers being taken for a ride

Consumers are let down so many times in Malta that they rub their eyes in disbelief when something new is done in their favour.

The launching, by the Water Services Corporation, of what it is calling a customer contract is a case in point. Another case was the order given to gas distributors recently to stick to established prices after they had unilaterally decided to raise the price of gas cylinders.

Many times consumers give up fighting for their rights as they feel it is all in vain. Or, when they do fight for their rights, they get such a hassle that it drains their spirit.

Despite the avenues available for redress, consumers often feel helpless when dealing with big companies or organisations or, even, as in the case of the sale of gas, groups of distributors. Service providers, who incessantly run after consumers for their custom, and quite a number of white goods dealers are often indifferent when it comes to rectifying issues or in dealing with complaints. Even trying to get to the right people at their organisation can be a most frustrating experience.

Many retailers mark up prices seemingly at will and service and food in quite a number of restaurants fall well below generally expected standards. Their prices, though, are not! And, yet, there does not seem to be any control of such matters.

The problem is that many consumers have come to accept shoddy standards. Only the very few dare take up matters with the owners or write to the press about their complaints.

Talk to tourists from the UK and they invariably tell you that prices of many goods in Malta are higher than in several places in their country. Of course, it is only logical to calculate in the local prices the freight and insurance involved in shipping the goods to Malta but even when this is done, the difference is generally seen to be unreasonable.

The difference in prices is also glaring when comparing the situation here with that of places in nearby Sicily.

It is no wonder then that people crossing the channel on the catamaran in a matter of just one and a half hours come back with their vehicles fully loaded with goods they buy during their trips in Ragusa, Catania or wherever. In some cases, certain prices in supermarkets there are twice or even three times cheaper than they are in Malta. Food and wine in restaurants are cheaper too.

But it is not just in the matter of goods that the Maltese consumer has a lot to complain about. Take the issue over the price of gas again, for example. Why should a group of distributors decide to raise the prices arbitrarily?

The Malta Resources Authority said that when it issued its official prices, it had clearly stated that distributors were obliged to sell the LPG at prices established by the supplier. And, since the distributors were the suppliers’ agents, they had to stick to the prices issued by the company. In other words, the distributors were not allowed to raise the fixed commission.

There is also the case of households that have not received their water and electricity bills for one whole year. The number of such customers may have been considerably down on that of the previous year but the situation is simply unacceptable. Now that the corporation has launched the customer contract, the situation will, hopefully, be rectified in the shortest time possible.