The adage that the customer is always right is being stretched a little too far if customers are really behaving "abusively, arrogantly and violently", as the Chamber of Small and Medium Enterprises - GRTU claims. The concern expressed by the business community to the setting up of the Consumer Protection Agency is likewise an overreaction that will delay the much-needed détente between business and consumers.

Since Malta joined the EU, there has been an increasing awareness of consumers' rights. The appointment of John Dalli as European Commissioner for Health and Consumer Policy will, undoubtedly, keep the focus on consumer rights in the EU as sharp as ever.

Arrogant, abusive and violent behaviour is, unfortunately, common in different areas of local inter-personal relationships. We sometimes hear of the raw deals some tourists get from aggressive service providers, especially those connected with public transport. This may be the result of a low-level of civility among those who fail to appreciate the importance of harmonious social relationships. It is through civic education that this problem can be overcome but it must be overcome.

The business community needs to go beyond condemning the unacceptable behaviour of some consumers. They need to invest in the training of their staff to enable them to handle difficult customers. The job of salespeople is often perceived to be a low skills occupation that most school leavers can be engaged in with little or no training. This is a wrong attitude that can lead to strained relationships between the business community and consumers.

Now that it is that much easier to buy goods through the internet, it is essential for businesses to match the benefits offered by foreign suppliers to local consumers. These benefits are not limited to more competitive pricing but extend to warranty periods and the return of goods that are defective or fail to meet buyers' expectations.

Consumers, on the other hand, need to understand that aggressive behaviour is unlikely to give the desired results by intimidating business people to give them a free ride. Consumer education is once again the key to protecting one's rights in a civil and legal way. Those who serve the public have a right to be respected and appreciated for the service they give.

Consumer expenditure is an important motor of the economy and, given the prevailing economic climate, it is important that consumers preferably procure their goods and services here whenever this makes commercial sense. For this to happen, both consumers and the business community need to adjust their behaviour. They must move from a relationship built on mistrust to one that appreciates the importance of mutual respect for and awareness of each party's rights and obligations.

It would, however, be unwise for the government to drop the proposal of setting up the Consumer Protection Agency, as promised in the Nationalist Party's electoral manifesto. The obstinately high inflation rate often experienced in Malta when compared to the eurozone average can partly be addressed by a strong consumer protection agency that is given the responsibility to investigate and eradicate any cases of profiteering. In a small economy, the forces of competition and of the free market do not always function efficiently.

Confrontation and partisan attitudes seem to characterise broad areas of our social behaviour. We need to grow out of this and build our relationships more on mutual trust.