The Office for Consumer Affairs within the Malta Competition and Consumer Affairs Authority recently launched a new Service with a smile award initiative to further encourage good relationships between consumers and traders.
The main objective of the award is to recognise those retailers and/or service providers who invest in good customer care and aftersales service. This award also encourages and promotes good commercial practices.
Who is eligible to apply?
The service with a smile award is open to all retail outlets and/or service providers that provide products or offer services to consumers.
To apply for this award, businesses need to comply with the award’s code of conduct, hence, commit themselves to:
a) promoting a customer-friendly relationship;
b) conforming to all applicable regulations;
c) ensuring that premises are accessible and safe;
d) advertising and providing information, including prices, in a way that does not mislead potential customers;
e) understanding customer requirements and giving advice accordingly;
f) indicating/quoting prices that are all-inclusive and issue receipts;
g) ensuring that all complaints are dealt with in a timely manner;
h) avoiding, if possible, that disputes are referred to the Consumer Claims Tribunal by opting for resolution through mediation;
i) providing an adequate after-sales customer service; and
j) if a commercial guarantee is issued, this must not have conditions that are less advantageous than those of a legal guarantee.
In addition, the owner of the retail outlet applying for the award must not be under an investigation or has been investigated by a regulatory authority and was found guilty of breaking the law within the last four years prior to submitting the application.
The award regulations also require that no public statement has been issued by any regulatory authority or consumer association against the retail outlet during the two years before the application for the award is submitted.
How to apply
Participants may apply for this award by duly filling in the application form which can be collected from the MCCAA offices at Mizzi House, National Road, Blata l-Bajda, or by downloading it from the MCCAA website from http://www.mccaa.org.mt/en/servizz-bi-tbissima .
The deadline for submitting the application form is June 5.
Together with the application, applicants will be given a number of questionnaires to be filled by thier customers. These may also be downloaded from the MCCAA website.
Customers who participate by giving their details will be eligible to win one of three €250 prizes.
The deadline for submitting the questionnaires is July 5.
An independent jury will evaluate the applications received and select the winners. The jury’s decision is final.
There will be three winners, who will be announced on September 18 during a prize-giving ceremony.
The first winner will receive a trophy to be kept and displayed for one year and the use of the Servizz bi tbissima award logo.
The winner will also receive a trophy, in the form of a plaque, to be kept on site at their retail outlet as well as media coverage regarding the achievement.
The two runners-up will each receive a trophy and a certificate.
Participants will be given free customer service training for their staff.
A certificate for successful participation in the training will also be awarded.
For more information, consumers and traders may contact the MCCAA 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.