Here follows the second part of the article by Alexandra Cremona, waste campaigner, Friends of the Earth (Malta):

Most people would have heard of the three Rs: Reduce, Reuse and Recycle. While around the world recycling is gaining ground, attention is beginning to shift to Reduce and Reuse.

Reduce

Consumers ought to focus first on how they can produce less waste. Simple steps can make a difference. It is hard to imagine how anything anyone of us does as an individual will have any impact nationally or possibly globally.

For example, replacing one staple with a reusable paper clip can have a tremendous effect - one staple weighs just 0.05g! Yet, ten million staples weigh 500 kg or half a tonne - that`s a considerable amount of steel being saved from going to waste!

Other simple steps can include:

¤ take your own shopping bags - say no to bags that you don`t need;

¤ when possible, don`t buy disposable things such as paper cups, plates, razors and cameras;

¤ choose items with less packaging, such as loose fruit and vegetables rather than pre-packed; and

¤ buy longer-life products such as rechargeable batteries and low energy light bulbs - this saves on packaging.

Reuse

Reuse is the use of a material or product in the same form it was produced. Consumers can think about the many things they throw away which could be used again. The packaging of many items on the market is a useful resource - it would be a pity to throw it away.

Hence consumers, besides buying items in minimal packaging can also choose those items whose packaging can be reused. For each packaging item that is reused, we are saving another one from being thrown away!

Some basic example include:

¤ buy soft drinks, other beverages and some toiletries/cosmetics which are sold in refillable bottles or containers;

¤ reuse bottles, jars and other containers for storage, freezing food, etc.;

¤ take old magazines to the doctor/dentist`s clinic;

¤ use shredded waste paper for protective packaging;

¤ collect cardboard containers, rolls and other miscellaneous items to make creative gifts; and

¤ take old books, toys and clothes for resale - someone else might need them!

Everything that we buy and use will have consumed energy and resources, as well as cost money. As a first step, it is vital for consumers to try and reduce the amount of resources they use in their everyday life.

The next step is to reuse resources wherever possible. Reusing takes priority over recycling in that it requires little effort and little energy!

Read our terms and conditions

This column`s terms and conditions have evolved over the years on the basis of experience and logical practicality. Many consumers abide by them and obtain positive results. Indeed this column has proved to be an effective tool that helps consumers sort out their problems/cases. Featured cases are only the tip of the iceberg purely because it is impossible to publish all cases.

My Saturday assistant Claire and I read all the correspondence together (between 30 to 50 letters a week). This makes us both in tune with what is going on and, regarding publication, we discuss cases and value each other`s opinion.

With regard to the processing of cases, Claire sends chasers asking for the relevant parties` comments "for possible inclusion in the column". I get directly involved in many cases, but it is absolutely impossible for me to do so in all cases.

Although from time to time I explain all this in this column, too many consumers still wrongly assume, obviously without bothering to read the column`s terms and conditions, that I am under some obligation to "do it all" for them. Yet again, I must appeal to such consumers to have the basic decency to read this column`s terms and conditions before sending us letters and/or e-mails.

This column gives a free service. However the help we offer is not "doing it all for you". Moreover, this column is not only about complaints. A very important aspect of it is consumer education and information. Our main objective is to generate a philosophy and an orientation so that consumers can effectively sort out their problems on their initiative.

From time to time I name cheeky consumers who wrongly expect me to "do it all" for them but, although there are many, while bearing in mind that this column is here to help consumers, I never made it a policy to regularly name such consumers. Therefore, on this occasion, I will just refer to another letter from such a consumer without naming him.

This consumer expressed his disappointment about the way I handled his case. He actually resented having to, as he put it, "do it all" by himself and objected to "wasting" his time to deal with his case. Goodness gracious me, whatever next?

Let me make myself clear: I will not waste my time to help those who are not prepared to `waste` their time dealing with their own cases. I stress that this is not an isolated case. There are too many consumers with such an approach and this is why I am not naming him.

However, in an attempt to be positive, I close this piece by appealing to consumers who adopt such a stance that primarily this column is here for all consumers who are prepared to stand up for their rights while using this column as a tool to make their action effective. I will help whenever or wherever I can but I only have one pair of hands.

Big Bon cash (?) voucher

As a Christmas present I was given a voucher for Lm25 to spend at Big Bon Department Stores.

In the first week of January I went to Big Bon where they had a sale on. I picked up a jacket and went to pay with my voucher only to be told that I could not use it during the sale. I really wanted the jacket so I offered to buy it at the original price. The reply was that, as it is marked down, they could only sell it at the sale price, but for cash.

I was very annoyed. I feel that such a voucher (Lm25) ought to be money which I can spend at a particular shop whenever I want and on whatever I want. What is the use of a voucher when you can only use it when they want you to...?

With regard to the fact that the voucher is only valid for three months, since when is there an expiry date on money? I feel that this voucher business is very one-sided and is only intended to ensure that the money goes in the shop`s till. However the customer is not getting a fair deal as he is not getting the most out of the money.

I would be interested to hear your view on this matter and on me considering the voucher as `cash` ... (Charles Falzon)

This letter was copied in to Big Bon Customer Care Dept and, on January 21, we asked for their comments. On February 4 Paul Gauci, chairman of Big Bon, informed me that they had not received the letter. On February 19 we sent them a copy of Mr Falzon`s letter and another request for their comments. Subsequently, I did not receive any further correspondence from either party. Since this is an issue worth discussing, I decided to feature it.

I do not think it is fair to enforce an expiry date on such cash vouchers. Since, due to inflation, such vouchers diminish in value as time goes by, applying an expiry date is adding insult to injury.

Another highly irritating factor is that it was not possible to use the voucher during the January sale. I wonder whether Big Bon compensate the owner of a Big Bon cash voucher due to their policy. I would say that the expiry date, with which I do not agree anyhow, ought to be extended for as long as the Big Bon cash voucher cannot be used. Even if the voucher can be used in other Big Bon outlets, the relevant consumer`s choice is minimised.

I appeal to Big Bon not to adopt such a policy and I invite them to send me their comments for inclusion in our column.

Promise of refund if not satisfied

I purchased a Euroflex steam cleaner from Crosscraft Ltd of Paola. My intentions were to clean certain stains and tough dirt without bleach and using less detergents.

I have been watching Robert from Crosscraft Ltd for months on various TV programmes assuring viewers that "if you buy this steam cleaner and you are not satisfied we will give you a refund and take the appliance back without questioning".

As I trusted Crosscraft Ltd on their constant promise, I bought the steamer. Robert, during tele-shopping, used to say he was so convinced of his product that he would give you the opportunity to try it out for yourself. I called the given numbers and a demonstration was arranged. A week after the demonstration they delivered the appliance and I paid for it - the full amount in cash.

I tried doing various cleaning jobs with the appliance and in the evening I called them to inform them that I wasn`t happy with the result. I asked them for the refund as they always promise.

However Robert insisted that I should have another demonstration, against my wish. He promised he would give me a refund if I were still not satisfied, so I agreed.

Once again he failed to keep his word. Since then my husband left several messages for Robert to contact us...

We feel we have been ripped off on the basis of false promises. We feel helpless in our efforts to obtain our rights. We turn to you for help and guidance. (Audrey Schembri, March 21)

On April 4 we sent a copy of this letter to Crosscraft Co Ltd and asked for their side. We received a positive response:

This case has been sorted out with our client. For your own reference this client is only saying half the truth, since as you well know, clients only have a 15-day cooling off period if they buy products directly on television. This case was different since Mrs Schembri decided to buy a steamer after a demonstration which she herself had requested. During the demonstration the client was so satisfied that she actually bought the steamer.

Although the client had no right to get her full money back, we have gone out of our way and refunded our client since we are not very keen on selling products to unreliable clients.

After phoning Mrs Schembri, she informed us that she has asked you to refrain from publishing her letter. (Robert Farrugia Vella, director, Crosscraft Co Ltd)

First of all, for the umpteenth time, I must reiterate that, in accordance with this column`s terms and conditions, "letters, once sent, cannot be withdrawn and all cases are subject to publication".

I note Mr Farrugia Vella`s comment that Crosscraft are not keen on selling products to "unreliable clients" with avid interest. What makes clients reliable? I wouldn`t assess Mrs Schembri as unreliable. On the contrary, she was reliable enough to take Crosscraft up on their promise. Moreover she gave them the opportunity to put their money where their mouth is and she also wrote to me again to inform me of the positive conclusion of the case.

Here follow some excerpts from her second letter:

On March 28 we contacted Robert on the phone and insisted on a refund. On the same day we got a call from Crosscraft Customer Care Department and we got a positive reply...

On the following Monday, April 1, we returned the appliance and got the full amount in cash at last.

Thank you for your interest in our case and the work we put you through. You are doing a world of good for us consumers. I feel it is not right to be promised one thing and then you end up with a different version.

Please carry on giving us information on our rights. (Audrey Schembri)

Indeed, contrary to what Mr Farrugia Vella is implying, Mrs Schembri is a very reliable consumer and I encourage other consumers to follow her example by sharing such experiences with fellow consumers.