There are various types of services that we purchase from time to time, such as we pay for our clothes to be dry cleaned or for our home appliances to be repaired. We also pay for works to be carried out in the home and also for work by professionals, such as architects, lawyers and accountants.

It is important that before purchasing any kind of service, we gather as much information as possible on the service and on who will be providing it. We should have the name of the service provider or company name being represented in writing, postal address and telephone numbers.

It is also in our interest to obtain the kind of service that will be provided, such as its main features and price. It is also important we know how the price is worked out. Ideally, prior to ordering a service, we should ask for a quote.

We must always shop around for several quotes and besides comparing prices, we should also compare quality standards and reputation. We must bear in mind that the cheapest quote may not provide the best quality work.

We should also ask about the general terms and conditions, such as whether we need to place a deposit, payment method and also date or timeframe when the service will be carried out.

Under these terms and conditions, it is also advisable to include a penalty if the date agreed on is not honoured by the service provider. Such a clause may be needed to prevent unnecessary delays.

Even though services do not usually carry with them commercial guarantees, there is nothing that stops us from asking for one. If the supplier of the service agrees to give us such a guarantee, it should be given in writing. Even though such guarantees are given voluntarily, once given, they become legally binding.

If we think the service is unsatisfactory, such as repairs are not carried out properly, or the materials used were not of good quality, or the service was not carried out within the agreed timeframe, we should complain immediately and request a solution.

A delay in complaint can be interpreted that we have accepted the service, even though it is faulty. It is also important we do not attempt to repair what went wrong or give it to someone else to repair it. In case of shoddy work, it is advisable to keep evidence of any damages by, for instance, taking pictures.

The trader or the service provider should always be given the opportunity to put things right. This should be done for free. Third parties should only be involved if the trader refuses liability or it is an absolute emergency and can’t be avoided.

When complaining, we should keep copies of any correspondence with the trader. It is important to document the dates and times of any phone calls we make or letters we send.

We should jot down the names of people we speak to on the phone. It is also a good idea to draft a brief note, summarising any conversations with the trader. When complaining, we should set out timelimits – a date by when the remedy is to be carried out.

In the case of home repairs and building work in general, it is always better to avoid problems at the end of the job, hence we should raise any concerns that we have as the work progresses.

If the problem is with the date when the service or works are to be finished, before complaining we should ensure that such a date is mentioned on the contract. If it is not there, we will need to sort this out before taking any further action.

We should write to the trader and give them 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 trader’s conditions, and whether the delay in service is due to circumstances beyond the trader’s control.

Should the trader refuse to meet our request for remedy or compensation, the next step is to seek the help of the Consumer and Competition Department by lodging a complaint. If mediation does not prove successful, we can then opt to submit our case to the Consumer Claims Tribunal.

customer@timesofmalta.com

odette.vella@gov.mt

Ms Vella is senior information officer, Consumer and Competition Division.