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)
Top Related