It is a fact that without consumers traders won’t exist and without traders consumers won’t be able to acquire the products and services they need. Thus sellers and consumers depend on each other to exist and survive. Building a good and trustworthy relationship between these two parties is beneficial to both.

The Malta Competition and Consumer Affairs Authority has set up a Trust You Scheme to encourage good commercial practices. This scheme aims to enhance consumer confidence in genuine businesses committed to providing customers with the best possible products and services. Businesses and service providers that opt to subscribe to the scheme commit themselves to complying with its code of conduct.

The code covers the whole service/product acquisition cycle. A sale starts from promoting and advertising a product or service. The code of ethics stipulates that sellers must advertise and provide information in a way that does not mislead customers. Price plays an important part in the pre-sale information, 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 aftersales service. The latter is one of the main elements that can make or break trust between sellers and buyers. Hence, the code of conduct focuses a lot on aftersales. It states that sellers are to provide an adequate aftersales customer service. Sellers 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 that disputes are referred to the Consumer Claims Tribunal by opting for resolution through mediation.

The 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 scheme is voluntary, free and open to all those who sell a product or service.

To sign up, businesses and organisations need to fill in an application form. A certificate and stickers with logos will then be sent to participants and these must be displayed prominently. Consumers are encouraged to look out for the Trust You logo each time they enter a shop. Businesses that subscribe to the scheme should adhere to the code of conduct. If not, they are removed. There is a suspension period before these same businesses are allowed to re-apply.

For more information, call 2395 2000 or e-mail info@mccaa.org.mt.