The Office for Consumer Affairs within the Malta Competition and Consumer Affairs Authority has launched the second edition of the Service With a Smile Award.
Social Dialogue, Consumer Affairs and Civil Liberties Minister Helena Dalli said following last year’s positive experience, a new best online service category was being included in this year’s edition.
“We need to continue encouraging retailers to change and enhance the shopping experience by also opting to go online,” Dr Dall said, adding that online shopping had generated so much competition nowadays that it would be better for retailers in Malta to offer this service as well.
This award recognises retailers and service providers who invest in good customer care and aftersales service in a bid to offer the best shopping experience to clients offline and online. Furthermore, it encourages and promotes trading practices that give additional benefits to consumers other than those provided by law.
While for the first edition, businesses applied to win the award, this year’s winners will be voted for by consumers. Since consumers are the ones that deal directly with sellers, they should be the ones to decide who offers the best customer care service.
Consumers can vote for their favourite seller through the MCCAA’s Facebook page or through its website at www.mccaa.org.mt. Consumers can vote until August 7. To be eligible to vote, consumers must be aged 16 or over. They can vote for different traders but cannot vote for the same trader more than once.
This award recognises retailers and service providers who invest in good customer care and after-sales service in a bid to offer the best shopping experience
To encourage participation, the MCCAA will be giving out six €100 vouchers during the competition period. A winner will be drawn randomly every week between until August 7. The cash prizes will be given to the winners during the Service With a Smile Award ceremony, which will be held in October.
Who can consumers vote for?
All businesses that sell products or offer services to consumers from their business premises or online may be voted for to win the award.
Once the voting period comes to an end, the 10 traders who received the majority of votes will be vetted by a jury to ensure that they meet the criteria of the award’s code of conduct, which represents the service/product acquisition cycle.
For instance, the jury will verify that the traders voted for adhere to all applicable regulations, that their premises are accessible and safe, that prices in their retail outlets are indicated according to the Price Indication Regulations, that consumer complaints are dealt with in a timely manner and that they avoid, whenever possible, disputes being referred to the Consumer Claims Tribunal by opting for resolution through mediation.
When this evaluation process is concluded, the three companies or sellers who receive the most votes will be announced during the award-giving ceremony.
The winners will receive a trophy, a certificate and the use of the Service With a Smile logo. Free training on customer care and consumer-related legislation will be offered to the companies that place among the first 10.
For more information, e-mail info@mccaa.org.mt or call 2395 2000.
odette.vella@mccaa.org.mt
Odette Vella is director, Information, Education and Research Directorate, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.