The first person consumers need to communicate with when there is a problem with the product or service purchased is the trader.

Ideally, consumers should first speak directly to the owner of the business, but if the trader is a large company, they should at least try to speak to a manager or employee who has the authority to provide the remedy the consumer is asking for.

No time should be wasted. Consumers should deal with the problem immediately. The remedies consumer law grants can only be claimed within two years from the date of delivery.

Furthermore, the law stipulates that the consumer must inform the trader about the lack of conformity of the purchased goods, in writing within two months from discovery of the defect.

If consumers are not sure about the kind of solution they are entitled to, they should contact the Office for Consumer Affairs by calling Freephone 8007 4400 or by sending an e-mail to info@mccaa.org.mt to obtain the necessary information.

When complaining with the trader, consumers should take with them the proof of purchase and any other evidence that will help demonstrate the problem or persuade the trader to offer the requested remedy, such as the defective good itself or photos of the fault or damage.

It is important that consumers confront the trader well prepared. They should clearly explain what is wrong with the product or service and request a reasonable solution in line with to their legal rights.

Getting angry and threatening the seller will only make things worse

When complaining, the consumer’s attitude is crucial. Getting angry and threatening the seller will only make things worse.

If the trader is not willing to provide an acceptable solution, the consumer should then put his complaint in writing. Complaint letters should be written clearly and to the point.

Consumers should avoid unnecessary personal opinions or comments. The complaint letter should be sent by registered mail to the right person at the right address.

When consumers are not sure who to write to, they should check the paperwork that came with the goods or service. Together with the complaint letter consumers should include copies of any documents that support their claim. A copy of the letter must be kept for future reference.

If consumers do not get a reply or are not offered an acceptable solution by the seller, the next step is to register a complaint with the Office for Consumer Affairs.

odette.vella@mccaa.org.mt

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