World Consumer Rights Day
Dear Consumers,
Tomorrow we celebrate World Consumer Rights Day and I would like to think that, by now, most of us know. I have been referring to World Consumer Rights Day every year for the last 11 years in this column.
This year is special for yet another reason, namely the fact that we are in the process, indeed the final phase, of joining the European Union.
Our consumer orientation
Unfortunately, we still have a problem when it comes to our consumer awareness and orientation, which do not compare favourably vis-à-vis those of other European countries. The average Maltese and Gozitan consumer does not take an interest in consumer affairs unless he or she has a consumer problem or a complaint. This generates a lack of consumer competency.
I have been trying to change our orientation for many years and, although we have not got there so far, I am sure we will get there one day. In this spirit today, I will not feature any complaints. I will focus on our Consumer Rights namely:
The right to satisfaction of basic needs
To have access to basic, essential goods and services: adequate food, clothing, shelter, health care, education and sanitation.
The right to safety
To be protected against products, production processes and services which are hazardous to health or life.
The right to be informed
To be given the facts needed to make an informed choice, and to be protected against dishonest or misleading advertising and labelling.
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.
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.
The right to redress
To receive a fair settlement of just claims, including compensation for misrepresentation, shoddy goods or unsatisfactory services.
The right to 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.
The right to a healthy environment
To live and work in an environment which is non-threatening to the well-being of present and future generations.
Having outlined our internationally recognised consumer rights, I go on to point out our duties and responsibilities. We must take an interest in all consumer issues all the time rather than only when we have a complaint. We must keep ourselves informed.
In doing so, we will be in a position to pre-empt many consumer problems/situations and effectively avoid them. As consumers we must adopt an assertive, rather than aggressive, stance - firm but polite. Rather than rely on "big brother" to look after us, we must adopt a pro-active stance.
Tomorrow, my participation on radio will be as Lillian Maistre's regular guest in her programme Familja Wahda on Radju Malta Wiehed after nine in the morning.
In the evening on TVM after six as Valerie Vella's guest in Mill-Box Joe Mallia, the person who set up the Consumer Affairs Department back in 1994, will be my guest. As the first director of the Consumer Affairs Department, shortly after his appointment, Mr Mallia head-hunted me to take charge of consumer education.
Under his directorship, back in 1994, we introduced the concept of consumer education in Malta. Apart from giving talks to schools, participating in radio and television programmes, we also originated the department's newsletter Fair Deal in Maltese and in English. The first issue was published in July 1994.
In 1995 we took part in the United States of America's National Association of Consumer Agency Administrators (NACAA) international Consumer Education competition and won. The department was presented with an Award for Excellence in Consumer Education by the NACAA. Indeed we can say that we won among the best.