When it comes to consumer affairs there may be the general misconception that this area is limited in focus and restricted to a specific set of issues such as the notorious legal guarantee, credit notes, rights and obligations should there be a fault in a domestic appliance, ways of resolving complaints and so on. A contributing factor to this trend may be the ad nauseum repetition by public authorities in the media, which in my opinion have overexposed one side to the detriment of others areas. 

I am not suggesting that we should do away with consumer education. No, this is definitely not the case as consumer information is a fundamental right. What I am suggesting is that a more balanced approach ought to be adopted. In what way? I am sure that consumers, also as taxpayers, would want to be informed on the way our regulators, such as the Malta Consumer and Competition Authority (MCCAA), just to mention one, operate when examining practices taking place in the market.

Three substantive issues

In this context I refer to three issues which hit consumers: the recent increase in school transport tariffs; the case of the Rabat petrol station owner who had to scrap his plans of selling diesel at a cheaper price; and the increase in charges by a local bank for the use of safe deposit boxes. Everyone recalls the large number of complaints that these garnered.  Everyone legitimately expected an explanation, for example, why a petrol station owner could not freely sell diesel at a cheaper price, why parents were suddenly faced with the prospect of having to pay higher bills for school transport, and why the charges of a particular service provided by a local bank were suddenly increased. 

When these issues cropped up, the consumer watchdog, the MCCAA, immediately reacted by stating that these will be investigated. Fine, but let us go a step further. Have these investigations been concluded?  Here is where consumers get stuck. Information is sporadic bordering on the meagre. For example, there are no details of their outcome on the MCCAA website and neither on the latest L-Ghazla magazine which is also issued by the MCCAA. One has to laboriously search for information by conducting an internet search, or through a parliamentary question.  For example, in the Rabat petrol station case, earlier this year sections of the media reported that there “may” be an infringement of the relevant laws. We still remain in the realm of uncertainty.  Through two parliamentary questions I have asked, I was informed by the Minister responsible for consumer affairs that the school transport case was still under investigation by the Office for Competition and it does not exclude the possibility of meeting some parents. Not much comfort as affected parents are anxiously expecting its conclusion, especially as a new scholastic year is not that far off.  Finally, had I not enquired we would not have known that the investigation on safe deposit boxes was concluded and thanks to the Office for Consumer Affairs the terms and conditions of the service are now in conformity with the law and in the consumers’ interest. However, one asks, how where the terms and conditions modified and how did the investigation address the increase in prices aspect of the case?

Expeditious public information

Is this state of affairs satisfactory? The general public does question why, in the context of a small market such as that of Malta, these investigations should take so long to conclude? Is it justifiable that if an investigation has been concluded, such as that on safe deposit boxes; the market analysis, the remedies taken and the conclusions are not published? Naturally barring any confidential business details.  However, if consumers are not informed about the benefits of these decisions how can they be expected to know what to look for? Are investigations focused enough? Finally, how can the MCCAA understand the extent of a problem if it has not met the families; if it is not even aware of how many families are hit by the consequences of the increase in school transport fees?

It is legitimate to demand for full information and in cases expeditiously … in the consumers’ interest.