Less than a quarter of consumers know the name of the authority that exists to safeguard their rights, highlighting the need to strengthen awareness.

This emerged in a survey carried out among 155 participants, showing that only 14 per cent could correctly name the authority, with “the complicated name”, responsible for consumer protection – the Malta Competition and Consumer Affairs Authority, or the MCCAA.

Some 19 per cent mentioned the authority’s name before rebranding into the MCCAA – the Consumer Department – and 67 per cent did not know the reply, said Consumers’ Association Malta president Renald Blundell.

He was speaking during a seminar entitled ‘Customer care culture within authorities: how effective is it?’ organised by the Consumer Affairs’ Council, a government advisory body.

The survey, which gave a snapshot of the situation, showed that 27 per cent had filed a complaint with a public authority, with 74 per cent saying this was resolved to their satisfaction. The majority, 76 per cent, found it easy or very easy to open the case.

602

consumer complaints registered this year

Melanie Vella, from the MCCAA, said that, until last month, 602 complaints were registered, 299 of which reached an amicable agreement through mediation. Last year, 1,804 complaints had been filed.

An amicable settlement was reached in 636 of the cases and 442 complaints were withdrawn.

Council chairman Martin Seychell explained that the council’s roles included acting as a forum to create dialogue between the authorities, the public and stakeholders.

He said the council would be undergoing a rebranding process to improve dialogue and raise more awareness among consumers about their rights and how they could safeguard them.

Consumer Affairs Minister Helena Dalli said the government was committed to improving the services offered and ensuring consumer rights were respected.

Public entities had the duty to offer a good and efficient service, she said.

Food for thought...

• Malta needs to carry out a survey to understand the financial literacy of consumers – Geoffrey Bezzina, Malta Financial Services Authority.

• The broadcasting law, aimed at protecting minors, does not distinguish between winter and summer time. In the latter case, children are not at school, so are more exposed to the media – Pierre Cassar, Broadcasting Authority.

• The transport authorities would like to go to ‘hotspots’, like bus termini, and speak to people about their transport needs. But, first, more resources are needed – Brian Mifsud, Transport Malta.

• Customer care staff in the various government authorities need training to better understand each other’s responsibilities and the best way to direct customers there – David Cassar, Malta Environment and Planning Authority.

• A substantial amount of complaints filed to the Malta Tourism Authority remain anonymous – David Mifsud, Malta Tourism Authority.

Customers with baggage

Homeless people sometimes turn up at the Housing Authority with luggage and expect staff members to immediately find them a home, explained customer care coordinator Rose Anne Debono.

These were among the “difficult” cases the authority had to deal with.

Such customers, she said, often mistook customer care staff for social workers and expected them to help them solve a range of personal issues, including financial problems.

For this reason, the authority worked closely with support agencies Appoġġ and Sedqa, she said, adding that about 1,000 people a week were handled.