Friday 13 June 2014 Dolmen Hotel Organised by

The Consumer Affairs Council 

Grace AttardAssociation for Consumer Rights MaltaMember of the European Economic and

Social Council

Il-Kultura tal-Customer Care fi hdan l-Awtoritajiet:

Kemm hi effettiva

Objective: Empowering the Consumer

The EU consumer policy has two priority areas:

1. To ensure a common high level of protection for all EU consumers, wherever they live, travel to or buy from in the EU, from risks and threats to their safety and economic interests.

2. To increase consumers’ capacity to promote their own interests, i.e. helping consumers help themselves.*

*http://ec.europa.eu/health/ph_overview/Documents/com_2005_0115_en.pdf

Defining ‘customer care’

Is it only......A response service to complaints?A ‘management by crisis’ service?Is our system one of ‘partial dependency’ on providers of

responses to complaints?

Should it be......Timely access to information on product/serviceTimely access to developments in the standardisation

processCustomer care as a process of empowering

the consumer

What should customer care also involve?

Information and awareness raising Stepping up enforcement and improving

implementation Securing redress in meeting customers’ needs

when dealing with complaintsData Protection Consumer Information for online digital

productsProtecting children from misleading advertising

Consumer education materialsTraining courses on financial advicePromoting the role of consumer organisationsFood LabelingNutrition and health claimsSustainable food and food wastePackage Travel Air Passenger Rights

What should customer care also involve?

Customer Care Providers

MCCAAConsumer Affairs Council (advisory role to

Government)Consumer Affairs NGOsManufacturers, retailers, establishing a customer

care contact team/personsLegal experts - service providersPR and experts of various entities eg: Banks, IT

providers etcOngoing training for all customer care providers

Customer Care Infrastructure

MCCAA to be the overall Authority to coordinate the various initiatives of different stakeholders:law enforcement to ensure education programmes are

standardised, to ensure development of expertise technical and financial assistance to NGOs and other necessary initiatives for consumer

protection and education in a fast changing scenario

Customer Care Infrastructure

Involving all stakeholders including the Business Community, Trade Unions and NGOs in constructive dialogue on consumer affairs :

rights and obligations of consumers and providers

the consumer education strategy Encouraging sustainable consumption, giving a competitive edge to the business sectorMore networking of the relevant stakeholders

and NGOs through interactive talks, projects on developments in EU regulations, standards etc

Customer Care InfrastructureConsumer Education in Lifelong Learning

programmesEnsuring that the tools used to reach

objectives are translated into well-targeted outcomes

Exchange of good practice through European and International Counterparts

Keeping in touch with developments in legislation and new legislation and emerging consumer products/services at EU and Global level

Customer Care Infrastructure

Referrals to EU Commission on Consumer Affairs when dealing with sensitive situations

Involvement of Local CouncilsHowever, the responsibility for investigating

should fall on MCCAA and/ or authorised personnel

Consumer Affairs AssociationsEstablishing a code of ethics on how associations

operateCapacity building: addressing the needs of

Consumers AssociationsThe need to be informed of developments, new

issues that rise from time to time The need for funds to employ experts and other

necessary human resourcesThe use modern technology, including the social

media.Personal contact and exchange of experiences is an

essential method of empowerment and should be a priority of a Consumer Association

The Mass MediaThe role of TV, social media, print media,

mobile telephony etcDemystifying the media – appeals to emotions

and financial rewardsEmpowering consumers - addressing

aggressive advertising and marketingDealing with the technical skills required to

make use of the media in various ways.

Media education for all ages – skills-building for interaction with the media

Introducing initiatives which educate and empower consumers of all ages to become active responsible consumers of the

media and internet in a general manner, rather than passive consumersfocus on the media as products in themselves

Clear separation of information, (including labelling) advertising and education

Further initiatives in school curricula at an early age and at all ages

Eg: Consumer classroom project

Digital CompetenceInitiatives being carried out so far are

effective, (Lifelong learning Programmes) Ensuring access by all sectors of society Reaching vulnerable groups, persons with

disability, children, youths, and elderly persons with social problems, persons with

illiteracy problems, persons involved in criminal activities, inmates of prisons etc.

Narrowing the digital divide should be a priority

Financial Education

Financial education will allow consumers to make informed decisions, and To promote the intelligent consumption of

financial products. This should be a common objective for

governments, regulators and supervisory Authorities and Consumer Affairs Associations .

Financial Education

The urgent need to set up again a Commission for Financial Education

to educate on responsible consumption and

to ensure people are sufficiently financially literate to be able to take the right decisions on managing their personal finances in the real world (financial empowerment)

List of areas dealing with Consumer Rights and Protection

Health services and safe consumption of medicines of all ages

Health and safety at the workplace for different categories of workers including pregnant mothers and elderly workers among others

Financial Education and Consumption and Financial Literacy

Insurance Policies Labelling and information on packed, bottled

products etc

List of areas dealing with Consumer Rights and Protection

Reporting consumer complaints and inquiriesMedia Literacy and Consumption Product guarantees and contractsBanking and investmentProduct SafetyECO productsUse of Internet ServicesProduct lifetimes - products with built-in defects Data Protection

List of areas dealing with Consumer Rights and Protection

Online Gambling Public TransportRoad Safety and Traffic RulesFoodstuffs, in particular those intended for nutritional

useHealthy Lifestyles – dietary habits Alcohol Consumption Travel PackagesPatients’ RightsGuidelines on Passenger Rights

List of areas dealing with Consumer Rights and Protection

Property ContractsInstallation of lifts – responsibilities Door-to door salesTele-shoppingPrivate property construction rightsObligations in cases of accidents of workersRights to information in criminal proceedings Right of access to a lawyer and right to communicate

upon arrest Toy Safety

List of areas dealing with Consumer Rights and Protection

Enforcement of unfair commercial practices Guidelines on consumer rights in the energy

sectorPesticides and standards in the production of

agricultural products Genetically Modified Organisms (GMOs) Animal food productionThe list is not exhaustive……http://ec.europa.eu/consumers/strategy-programme/policy-

strategy/documents/consumer_policy_report_2014_en.pdf

Consumer confidence depends on genuine

Consumer protection Thank you

Grace AttardGeneral Secretary Association for Consumer Rights (ACR)

info@konsumatur.comwww.acrmalta.weebly.com