The Trust Mark scheme has been set up by the Malta Competition and Consumer Affairs Authority to encourage good relationships between consumers and traders.

The basis of such a relationship is trust. Consumers trust traders when they know that a trader won’t deceive them and that they are being given good value for their money.

Consumers also need to feel confident that when a problem crops up, the seller will do everything he can to solve the complaint within a reasonable time and with the least possible hassle for the consumer.

Through the Trust Mark scheme, traders can offer this guarantee. Businesses that opt to subscribe to the scheme are committing themselves to complying with the scheme’s code of conduct that represents and covers the whole service/product acquisition cycle.

The Trust Mark code of conduct binds businesses that join to:

• promote a customer friendly relationship;

• conform to all relevant regulations;

• do their best to ensure that their premises are accessible and safe;

• advertise and provide information in a way that does not mislead potential customers;

• try to understand customer requirements and advise accordingly;

• indicate/quote prices that are all-inclusive;

• adhere to agreed commitments;

• ensure all complaints are dealt with in a timely manner;

• avoid that disputes are referred to the Consumer Claims Tribunal by opting for resolution through mediation; and

• provide an adequate after-sales customer service.

The Trust Mark scheme is voluntary, but once businesses opt to join its code of conduct must be adhered to. The MCCAA monitors the behaviour of subscribers to ensure that the code of conduct is properly observed. This monitoring is mainly conducted through consumer complaints received and mystery shopping visits.

Participants who fail to adhere to the established code of conduct are removed from the scheme. There will also be a suspension time before defaulting participants will be allowed to re-apply for the scheme.

Consumers need to feel confident that when a problem crops up, the seller will do everything he can to solve the complaint

The Trust Mark scheme is open to both large and small enterprises, service providers and NGOs that sell products or provide a service to consumers. To sign up, businesses or organisations need to fill in an application form and send it via e-mail to info@mccaa.org.mt or by post to Mizzi House, National Road, Blata l-Bajda.

A certificate and stickers with the Trust Mark logo sent to applicants must then be displayed prominently. Each year, new stickers with the Trust Mark logo will be issued to indicate the current year.

For further information about the Trust Mark Scheme, consumers and traders may contact the Malta Competition and Consumer Affairs Authority by sending an e-mail to info@mccaa.org.mt or by calling 2395 2000.

odette.vella@mccaa.org.mt

Odette Vella is senior information officer, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.