Raising the flag for consumers

Writing in her blog, the head of the EU office in Malta Joanna Drake discusses the Malta visit of the commissioner for consumer affairs:

Even before you could say ‘back to work’ EU Commissioner Megelena Kuneva was flying in for a whistle-stop one day personal look at how far the island has travelled in providing consumers with the level of protection demanded by the EU. It’s not that she was overwhelmed. The overt lack of proper structures is a matter of chronicle and the little interest- even by consumers themselves- leaves much to be desired. Malta may not be the worst offender when it comes to meeting EU standards - but it’s not even half way there yet. Who is to blame for this tepid interest in ensuring consumers get a fail deal when they buy products- whether from Malta or from any of the other 26 EU member states? In the main the fault lies with Maltese consumers themselves.

According to a recent survey as many as 90% of Maltese consumers are still trying to inform themselves better of what their rights are. As many as 50% don’t know what to do when an appliance they buy does not work properly. Two thirds of those polled don’t know what to do when they come across problems with their holiday package or flights. The good news is that 60% say they would turn to a consumer association but another 18% don’t know where to look for advice about their consumer rights. Those who do know how consumer associations work but don’t necessarily seek advice- in Malta only 17% do. Clearly what is needed here is one major effort designed to lay down the foundations of a far reaching programme. These things are either done properly or not at all. We have to not just create the right structures but fund them properly if we expect them to do a good job right.

One of the steps taken whilst Commissioner Kuneva was here was to launch a consumer protection campaign and inaugurate Consumer House in Valletta. This building was acquired by the Maltese Government. It will house the European Consumer Centre and the Maltese Consumer Association. The European Consumer Centre deals with complaints about purchases made by Maltese consumers from any of the other EU member states - and complaints by people who would have made purchases from Malta. Minister Censu Galea said Government favours the consumer lobby flexing its muscles and was passing on equipment and funds specifically for the consumer association to turn more robust.

Given her short visit it was amazing how much the energetic Ms Kuneva was able to pack into her one day programme. After presiding over a well attended business breakfast- at which she was also quizzed about her recent dealing with China- we all dashed across to the Smart supermarket in Birkirkara where Ms Kuneva was evidently impressed with the level of noticeable trust between management and shoppers. The point remains there still is much ground to cover before Maltese consumers begin to make the best of the protection the EU provides. Hopefully the launch of an advertising campaign and the inauguration of Consumer House will make Maltese consumers increasingly aware of the fair play that must mark relations between buyer and seller.