Preventing problems is always better than solving them. Although most of the time problems can be solved, these always leave behind them some side-effects, such as waste of precious time and money.

Collecting and keeping evidence of one’s purchase is the first precaution we, as consumers, should keep in mind when purchasing something. Ideally, we set up an organised filing system where to keep for some time all the documents related to the purchase. Even if we may be thinking that we do not need the document any more. Most important financial documents, such as bank and credit card statements, and tax returns, should be kept for several years. However, even things like receipts for repair or regular maintenance on your car, explanation of benefits from your insurance company, and receipts for major purposes can be incredibly important if and when problems arise.

Making and keeping copies of any correspondence with a trader or service provider can also turn out useful when complications crop up. If you are having problems with a particular company be sure to keep track of every time you tried to contact them, even if you could not reach them. It is important to document the dates and times of any phone calls you made, faxes you sent or letters you mailed. Jot down the names of any people you spoke with on the phone or left a message for. Whenever you leave a message write down whether you left it with a person or on voice mail. If you left it with a person, write down their name. Draft a brief note summarising any conversations you had or any messages you left.

Whenever you speak with someone about a complaint you have, summarise how the matter was left. Is someone supposed to get back to you within a certain period of time? Did you agree to send some additional information? If you are having ongoing problems with a particular product put your concerns in writing, noting dates of incidents, what you did and how the trader responded. These records may be very important if you do not manage to solve the problem and have to go through mediation or open a case with the Consumer Claims Tribunal.

Whether you are buying a car, deciding on which health insurance plan to select, or more simply changing an old kitchen appliance with a new one, always ask questions and check things out for yourself. If the sales person is unwilling to answer your questions consider going to someone else. Shop around, search the internet, talk with friends, get a second opinion. In other words get as much information as possible about whatever you are dealing with.

If an offer sounds too good to be true, it probably is. If you feel tempted to buy something that sounds too good, carefully consider your opinions, and the possible consequences of jumping into something questionable. When purchasing something, whatever you are promised should be written down. If it is not written down, then assume that it is not true. If you feel forced to take someone’s word for something, be sure to write down the name and contact information of the person you are dealing with, the date, time, location, and exactly what they are telling you.

While making a complaint you should be firm and assertive, and never rude. Angry behaviour will probably only make things worse and can work against you. When you put your complaint in writing be factual and specific. In other words, stick to the facts rather than simply making critical or judgemental statements about someone else’s behaviour that may be perceived as personal attacks.

Finally, always trust your instincts. If you get a bad vibe about a product or feel misled or taken advantage of, you probably are. Hence seek assistance as soon as possible so as to avoid unnecessary hassle and waste of money.

This article is intended for information purposes only. Any legal claim or action taken in the event of a dispute should be based solely on the legal texts concerned. For further information one can contact the Consumer and Competition Division on Free phone 8007-4400.

Odette Vella Senior Information Officer Consumer and Competition Division

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Important tips to remember

· Collect and keep evidence of your purchase. You will need these documents if and when problems arise.

· Keep a copy of any correspondence you have with a trader. Document all the negotiation process when dealing with a problem.

· Get as much information as possible about whatever you are dealing with.

· Do not trust too-good-to-be-true offers. Check them out first.

· Everything promised by the trader during a purchase should be written down.

· Be firm and assertive when making a complaint, but never rude.