Complaints by European consumers against Maltese businesses rose by more than 200 per cent in the first nine months of this year over the same period last year, mostly related to internet purchases.

However, according to figures released by the Malta branch of the European Consumer Centre, it is not only Maltese businesses that are slacking; complaints against European businesses in general also increased – by 115 per cent.

Consumers are clearly more aware of their rights and this is reflected in the figures. The ECC does not deal with Maltese residents’ complaints involving local transactions – products and services purchased in Malta, which are dealt with by the Consumer and Competition Division. The ECC deals only with cross-border transactions.

Some of the complaints lodged by foreign consumers against Maltese businesses were travel related and dealt with services rendered to people who had visited Malta, either on business or on holiday, such as car hire, hotels and restaurants. Other complaints regarded timeshare agreements.

The majority of complaints (40) lodged by Maltese consumers against traders in other EU countries were related to online shopping.

Claude Sammut, manager of the Malta branch of the ECC Network, explained his office dealt with complaints through contact between the ECC Network in the country where the complaint was lodged, the Malta branch and the trader against whom the complaint was filed.

There are a number of simple complaints which can be resolved without involving other ECC centres. The centre is the first port of call for people who do not wish to take the matter further by filing a case with the Consumer Claims Tribunal or the courts.

As soon as a complaint is received, the office verifies whether all the information is available and then gets in touch with the trader. Sometimes it is simply a misunderstanding but there are occasions when consumers are compensated for the claims. If the issue remains unresolved, a consumer can file a case before a tribunal or the court.

Figures show the number of requests for information fell marginally, by about four per cent. Most were about the purchase of household goods, appliances and tools as well as services such as personal care and financial. Others were queries about package holidays and audio visual, IT and photographic equipment.