The Maltese Competition and Consumer Affairs Authority (MCCAA) has launched the eight edition of the Service with a Smile Award.

Whilst addressing the launching of this initiative, the Minister for Inclusion, Voluntary Organisations and Consumer’s Rights Julia Farrugia Portelli said that the MCCAA launched this initiative to acknowledge the importance of having a good relationship of trust between the consumers and the sellers.

“Good customer service goes beyond the provision of goods or services, but focuses on a holistic shopping experience with the aim of meeting the needs and expectations of consumers. When a business invests in high quality customer service, it invests in its own success because a business which doesn’t take care of its customers has no future”, said Farrugia Portelli.

The Chairperson of MCCAA, Helga Pizzuto, said that this competition recognises and rewards the local businesses who do their best to provide the best service they can for their customers. Pizzuto said that, “The main goal of this competition is to strengthen the relationship between the consumer and the seller. When there is a good relationship, the conflicts and complaints decrease because when a problem occurs it can be resolved amicably and often without any need for intervention from authorities.”

The previous year, the Office for Consumer Affairs within the MCCAA received over 8,400 requests for information and direct intervention in over 1,200 complaints through the consultation process. This office works closely not just with consumers but also with businesses and assists in resolving disputes between the two parties.

Another remedial structure which is also available for consumers is that of the Alternative Dispute Resolution (ADR). This method of resolution focuses on open communication between the two conflicting parties and the aim is to reach a compromise through the intervention of a neutral third party.

In this year’s edition of Service with a Smile there are six main categories in which consumers can vote. These categories are; fashion and beauty, supermarkets and mini-markets, electronic products and household goods, local online sellers, travel and transport services, and pet shops and gardening.

The competition is open between the 19 July to 16 August 2023. Consumers participating in this competition will be eligible for the opportunity to win one of four prizes of €100 per week.

The Service with a Smile Award competition is linked to a code of conduct and therefore the companies with the most votes in each category will be checked by the Authority to determine whether they adhered to the listed criteria in the code of conduct, afterwards they will be confirmed as winners.

The winners of the six categories will be announced during an award ceremony later this year. The winners will be given a trophy and a certificate as well as the chance to use the Service with a Smile logo in their stores and on their promotional material.