Consumer Rights

It was the United States former President John F Kennedy who got the ball rolling as regards Consumer Rights. On March 15, 1962, he made a historic declaration of four basic human rights which won international recognition by governments worldwide. These are:

The right to Safety;
The right to be Informed;
The right to Choose; and
The right to be Heard.

Since then, March 15, has been declared as ‘World Consumer Rights Day', and has been kept as a day for international consumer action, solidarity, and celebration. According to the United Nations Guidelines for Consumer Protection of 1985, all citizens, regardless of their income or social standing, have certain basic rights as consumers. Since then consumer groups worldwide have been promoting various connotations of the list. However, they all deliver a similar universal message based on the same basic principals. Over the years, these rights have evolved to a total of eight. Together, they form the basis of work by Consumer Organisations worldwide.

We now have an internationally recognised and accepted list of ‘Consumer Rights' as compiled by ‘Consumers International' which is a leading international federation of consumer organisations worldwide. This list includes:

1. The right for Basic Needs - To have access to basic, essential goods and services, adequate food, clothing, shelter, health care, education and sanitation;
2. The right to Safety - To be protected against products, production processes and services which are hazardous to health or life;
3. The right to be Informed - To be given all the necessary information needed to make an informed choice, and to be protected against dishonest or misleading advertising and labelling;
4. The right to Choose - To be able to select from a range of products and services, offered at competitive prices with an assurance of satisfactory quality;
5. The right to be Heard. To have consumer interests represented in the making and execution of government policy, and in the development of products and services;
6. The right to Redress. To receive a fair settlement of just claims, including compensation for misrepresentation, shoddy goods or unsatisfactory services;
7. The right for Consumer Education. To acquire knowledge and skills needed to make informed, confident choices about goods and services, while being aware of basic consumer rights and responsibilities and how to act on them;
8. The right for a Healthy Environment. To live and work in an environment which is non-threatening to the wellbeing of present and future generations.

Where to go to resolve a consumer dispute:

In any case involving a dispute, consumers must first try to resolve the matter directly with the supplier/trader involved. A calm and polite approach, whereby you state clearly that you expect satisfaction in respect of the product bought or hired from the person, or the shop to whom you made payment, should be your first step. Do not accept statements that refer you to the agent or some other place. Always bear in mind that an amicable solution achieved by you with the trader is the best solution.

If you cannot obtain an amicable solution, there are Governmental and Non Governmental Consumer bodies, organisations etc.

The Information and Consumer Affairs Directorate , Office for Fair Trading - Consumer and Competition Division, Cannon Road, Santa Venera , is the Government entity that had been purposely set up to receive complaints and any queries which consumers might have.

Consumers can make enquiries on 2144 6250/51 and Freephone 8007 4400.

Complaints can be made either in person, or by phoning or in writing at the above address as well as at the Consumer Affairs Council Office at 4, Old Mint Street, Valletta (Tel: 2122 7070). Once a complaint is lodged, the suppliers/traders involved are contacted in order that even they could present their case, and give their version of the issue. An attempt is then made to obtain an amicable solution. However, after informing the consumer that an amicable solution is not possible, the consumer chooses to either abandon the case or seek further redress by referring it to the Consumer Claims Tribunal which is presided by the Arbiter Dr. Martin Fenech LL.D., at 4, Old Mint Street , Valletta .

The Consumers' Association, which is non-governmental body , is an organisation which provides help to the consumer on a voluntary basis, as is done by the Division mentioned above. Consumers who become Members of the Consumers' Association (CA) by paying an annual nominal fee can refer their complaints to it. Just like the Consumer and Competition Division, this Association will try to negotiate an amicable solution and, in the absence of an amicable solution, the case can be referred to the Consumer Claims Tribunal .

The Consumers' Association is situated at 43/10, St. Zachary Street , Valletta . Correspondence should be addressed to: P.O. Box 464 , Valletta , or by e-mail: Contact Information. Any queries could be answered on Tel. No.: 2123 9091; Fax. No.: 2122 1210.

The Consumers' Association Office is open as follows:

Mondays and Fridays from 6p.m. till 7p.m.
Tuesdays and Saturdays from 10:30a.m. till 12:30p.m.