It’s that time of year again. In a few days’ time we will be celebrating Christmas with our loved ones.

Christmas is a season synonymous with spending money and buying gifts. To make sure our hard-earned money is well spent, we need to shop around for the best deals.

We should not only compare prices but also try to find sellers committed to providing us with the best after-sales service and willing to assist us should a problem crop up with the product or service purchased. One way of doing this is by looking out for the Trust Mark stickers within a retailer’s establishment.

Sellers who decide to join this scheme are given a certificate and stickers featuring the Trust Mark logo. These must be displayed prominently within the establishment – ideally a good place where consumers can see them.

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

By joining this scheme, traders commit themselves to comply with a code of conduct, which covers the whole service/product acquisition cycle.

There has to be good communication between seller and buyer

A sale starts from promoting and advertising products and services for sale. The code of ethics stipulates that sellers must advertise and provide information in a way that does not mislead potential customers.

Price plays an important role when it comes to making a buying decision. Hence the code specifies that sellers are to indicate/quote prices that are all-inclusive.

Good communication between seller and buyer also plays an important role. The code of conduct stipulates that it is the seller’s responsibility to understand customer requirements and advise accordingly.

Then there is the actual purchase and finally the after-sales service. The latter is one of the main elements that can make or break trust between sellers and buyers. Hence, the Trust You code of conduct focuses a lot on after sales. It states that sellers are to provide an adequate after-sales customer service. They are to adhere to agreed commitments and, in case of complaints, must ensure that these are dealt with in a timely manner.

Furthermore, they are to avoid whenever possible that disputes are referred to the Consumer Claims Tribunal by opting for resolution through mediation.

The Trust You code of conduct encourages those signing up to the scheme to promote a customer-friendly relationship and also to do their best to ensure that their premises are accessible and safe.

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 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.

The Trust Mark scheme is open to both large and small enterprises, service providers and non-government organisations that sell products or provide a service to consumers.

To sign up, businesses 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.

odette.vella@mccaa.org.mt

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

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