Consumers do not only purchase tangible goods but sometimes they also need to engage professional people to do a specific job or provide them with a service. If an appliance breaks down and it is no longer covered by the guarantee, consumers would need to call a technician to have it fixed. Consumers also pay for works to be carried out at their house, such as for plumbing, plastering or electrical works. From time to time consumers also engage professionals such as architects, lawyers and accountants.

To avoid unpleasant surprises when opening a bill for a specific job done or service rendered, consumers are advised to ask for a quote or an estimate before hiring someone to do a job. All information about the works to be carried out should be written down just in case there are problems later on.

To ensure that consumers get the best value for money, they should not only get one quote but shop around for as many quotations as possible. During this process, consumers should bear in mind that there are traders who charge a fee for a quotation. Such fees are not illegal, as long as the consumer is properly informed about the charges before the quotation is issued.

Once a quote is agreed on and accepted by both parties, then the trader cannot charge more than the agreed price. Besides the cost of the service, a quote should also include: name, address and telephone number of the person or company providing the service; description of the service agreed on; and the date when it will be provided.

Costs vary over time. Therefore, the quotation will probably have an expiry date by when consumers are expected to accept and confirm the quote. If the quote is not confirmed within this time limit, usually the price quoted will not be guaranteed.

When consumers are only given an estimate of the costs involved, because the service concerns a repair and one cannot precisely calculate the amount of work it will take, it is important that consumers clearly inform the trader to contact them if the costs will result higher than the estimate. Such an agreement would give consumers the possibility to stop the work before it gets too expensive.

Consumers may find themselves in a situation where the price quoted does not match the bill. If this happens, consumers may insist on only paying the agreed price and nothing more.

Once the service is provided, consumers must ensure that they are issued with a receipt with details of the work done. Should the service turn out to be unsatisfactory, such as the repairs are not carried out properly or the materials used were not of good quality, then consumers will need proof of who provided them with the unsatisfactory service. It is also the consumer’s responsibility to complain immediately if they are not satisfied with the job done. Consumers must not attempt to repair what went wrong or give it to someone else to repair it. In case of shoddy work, it is advisable to gather evidence and complain with the trader immediately.

Should consumers not manage to resolve the matter with the trader, the next step is to seek the assistance of the Office for Consumer Affairs by lodging a complaint.

odette.vella@mccaa.org.mt

Odette Vella is director, Information, Education and Research Directorate, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.

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