As consumers we are able to buy various types of services. Some are provided to us on their own, such as dry cleaning, or work done for us by professionals such as lawyers, estate agents and accountants.

We should ensure that on the contract we have a date or timeframe when the works or service should have been completed- Odette Vella

Other services may be provided to us together with products. A typical example of these kind of services are repairs to goods whereby parts are replaced, such as white good or car repairs.

Before engaging someone to carry out a service for us we should first shop around and compare quotations.

Besides comparing prices we should also compare the quality of the service that is provided and the reputation of whoever will provide the service.

It is in our interest to gather as much information as possible on the service provider and on the actual service.

This information should include, for example:

• the name, address and telephone number of the person providing the service;

• the main features of the service and the price, or how the price is worked out;

• the general terms and conditions of the provisions of the service; and

• whether there are any after-sale guarantees.

General terms and conditions should include information on whether we need to place a deposit, method of payment, and date or timeframe when the service will be carried out or completed.

Under these terms and conditions, it is also advisable to include a penalty if the date agreed upon is not honoured by the service provider.

As consumers, we are legally entitled to expect that the service we are paying for is carried out with reasonable care and skill.

It should also be finished by the agreed date agreed or within a reasonable time.

The service should also be provided at the agreed cost.

If we are not satisfied with the quality of the service, we should first give the trader an opportunity to put things right, without paying any extra costs.

Third parties should only be involved if the trader refuses liability or it is an absolute emergency and cannot be avoided.

Complaining immediately is fundamental. A delay may be interpreted as meaning that we have accepted the service, even though it was not up to scratch.

In case of shoddy work, it is advisable to keep evidence of any damage by, for instance, taking photos.

Should we have no other alternative but to file a complaint, it is important we keep a copy of any written correspondence with the trader, and to document the date and time of any phone calls made. We should also take a note of the names of people we speak to on the phone.

If the problem is with the time it is taking for the service or works to be completed, before complaining we should ensure that on the contract we have a date or timeframe when works or service should have been completed.

If we do not, we will need to sort this out before taking any further action. We should write to the trader, giving a reasonable time by when we want the works to be completed.

What is reasonable will depend on the circumstances, and we should take into consideration the type of service being provided, the conditions of the trader, and whether the delay in the service is due to circumstances beyond the trader’s control.

Should the trader refuse to meet our request for a remedy or compensation, the next step would be to seek the help of the Office for Consumer Affairs at the Malta Competition and Consumer Affairs Authority.

If mediation by this office does not prove successful, we can opt to submit our case to the Consumer Claims Tribunal

odette.vella@mccaa.org.mt

Ms Vella is senior information officer, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.