Sellers and consumers depend on each other to exist and survive. So it is in the interest of both to build a trustworthy relationship.

Consumers need to be assured that the seller they are buying from is selling them good-quality products and services, and that they are getting good value for their money.

Consumers also need to feel confident that if a problem arises with the product or service purchased, the seller has an after-sales service specifically set up to solve problems with the least hassle.

Sellers and service providers also need to trust their customers. They need the assurance that clients won’t expect free solutions to problems they have caused through carelessness and misuse. Consumers should be aware of their legal rights not to make demands for compensation they are not entitled to.

To facilitate the building of a good relationship based on trust, around a year ago the Malta Competition and Consumer Affairs Authority created a scheme with the main aim being to promote good commercial practices.It seeks to enhance consumer confidence in genuine businesses and organisations willing to commit themselves to provide customers with the best possible products and services.

Entrepreneurs and service providers who opt to subscribe to the Trust You Scheme commit themselves to abiding by the local regulations and complying with the contents of a code of ethics.

The code covers the whole service/product acquisition cycle. A sale starts by promoting and advertising products and services. The code stipulates that sellers must advertise and provide information in a way that does not mislead potential customers.

Price plays an important part in the pre-sale information, hence the code specifies that sellers are to indicate/quote prices that are all-inclusive.

The next stage is the negotiating stage, whereby sellers and buyers come together to conclude the sale. At this stage, good communication with customers before a sale is concluded is fundamental. It allows sellers to understand customer requirements and so provide them with the goods/services they need.

Then there is the actual purchase, and the after-sales service. The latter is one of the main elements that can build or break trust between sellers and buyers.

The code also focuses on after sales. It says sellers are to provide adequate after-sales customer service. Sellers are to adhere to agreed commitments and, in case of complaints, must ensure these are dealt with in a timely manner. They are to avoid referring disputes to the Consumer Claims Tribunal by opting for resolution through mediation.

The Trust You code of ethics encourages those signing up to the scheme to promote a customer-friendly relationship and also to do their best to ensure their premises are accessible and safe.

The scheme is free and open to all who come in contact with people. It is simple to follow and the only commitment is to adhere to the code. To sign up, businesses and organisations need to fill an application form.

A certificate and stickers with logos is then be sent to participants. These must be displayed prominently in the establishment where consumers are able to see them.

Consumers are encouraged to look out for the Trust You logo every time they enter an establishment. Each year a new logo is issued indicating the current year.

Once an entity signs up to the scheme, the Malta Competition and Consumer Affairs Authority will monitor its behaviour with customers to ensure the code is properly observed. Those who fail to adhere to the code will be removed from the scheme. There is also a suspension period before participants are allowed to re-apply. They will also be subject to closer monitoring.

odette.vella@mccaa.org.mt

Ms Vella is senior information officer, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.