Fabian Demicoli

“Trust-You” – The Mark that enhances trust between Consumers and Traders

 The Malta Competition and Consumer Affairs Authority (MCCAA) launched a TRUST MARK scheme related to good business practice between entrepreneur/service provider and the consumer. This scheme is envisaged to enhance the trust between the two and therefore enable the consumer to purchase products and services with much greater confidence.

The aim of the Trust Mark scheme is to promote and safeguard consumer interests by helping them identifying those businesses/service providers which promise to abide by a code of conduct where the interest of the consumer is safeguarded.

Service providers subscribing to this scheme will have to endorse that they will conform to the local regulations and also that they will be complying with the contents of a code of ethics which will be an important part of the scheme.

The scheme will not involve any additional documentation and will not require any great effort to subscribe. Approved service providers will have their details included in the MCCAA website. On the other hand, once those approved are found to be breaching the salient points of this code of ethics will be shown on the defaults section and get their certificates withdrawn.

The code covers the whole service/product acquisition cycle, which consist of:

1. Enticing – the promotional and advertising stage

2. Negotiating – the pre-procurement stage

3. Purchasing – procurement stage

4. After-sales-post procurement stage

The scheme is open to all those who come in contact with people and it is very simple to follow. The commitment by those signing-up to participate in the scheme is that they declare that they will adhere to the following Code of Conduct.

Code of Conduct

1. Promoting a customer-friendly relationship.

2. Conforming to all relevant regulations.

3. Doing my best to ensure that the premises are accessible and safe.

4. Advertising and providing information in a way that does not mislead potential customers.

5. Trying to understand customer requirements and advise accordingly.

6. Indicating/quoting prices that are all-inclusive.

7. Adhering to agreed commitments.

8. Ensuring that all complaints are dealt with in a timely manner.

9. Avoiding if possible that disputes are referred to the Consumer Claims Tribunal by opting for resolution through mediation.

10. Providing an adequate after-sales customer service.

For further information kindly email on the following address and we will send you the necessary information and application form.

Malta Competition and Consumer Affairs Authority

Mizzi House

National Road

Blata L-Bajda

Tel: +356 23952200

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