20 Years ECC Malta
As the ECC Network (ECC-Net) marks its 20th anniversary, each ECC shares unforgettable moments, taking us on a journey through the local initiatives they have undertaken over the years. Here, ECC Malta presents its highlights over the past 18 years.
ECC Malta joined the ECC Network (ECC-Net) in 2007, and since then, we have continuously strived to create a positive experience for consumers. In the early years, previous directors dedicated effort to raising awareness of the Network, distributing brochures door-to-door when social media was not as widespread as it is today.
Over time, our focus shifted towards providing consumers with reliable information and efficient case handling. At our European Consumer Centre (ECC), we aim to respond to consumers within 48 hours and to resolve cases as quickly as possible. Throughout our years within the ECC Network, we have assisted various consumers and remain committed to continually improving our services. Despite being one of the smallest ECCs, we take pride in offering quality support, a commitment reflected in our consumer satisfaction surveys.
Being part of ECC-Net is an incredible experience. While each Centre has its own ideas and approaches, we all share the same passion: helping consumers enjoy the full benefits and opportunities of the Single Market. Over the years, ECC Malta has learned a lot from other Centres and built lasting friendships across this remarkable Network.
Raising consumer awareness through various channels
Over the years, ECC Malta has made it a priority to be visible and accessible to the public through different awareness-raising activities. From the very beginning, our goal has been to ensure that consumers know who we are, what we do, and how we can assist. In the past, our outreach efforts focused on having an on-site presence by setting up information stands in shopping malls to distribute brochures and explain our services directly to consumers. We were also present at the national airport during Air Passenger Rights Day activities to educate consumers about their rights when travelling by air.
Today, our approach has evolved to reach even more people through different platforms and events. We now actively participate in radio programmes, deliver talks and presentations when invited, and attend European and local events as part of the Network of Networks, a collaboration of European organisations offering services in Malta. With the support of our host organisation, we also participate in targeted events such as those aimed at university students and public sector initiatives, including fairs that attract large and diverse audiences. These opportunities allow us to connect directly with consumers, answer their questions, and promote awareness of their rights within the EU.
To further extend our reach, we have developed an e-newsletter, which we publish four times a year to keep readers informed about consumer rights, recent cases, and useful tips. We also prepare newspaper articles, brochures, and informational materials that are distributed during events and made available online.
Network events and meetings
One of the most rewarding aspects of being part of ECC-Net is the opportunity for all Centres to come together, share experiences, and learn from one another. Through various meetings, workshops, and events, we collaborate on consumer issues, exchange best practices, and explore new ways to enhance the services we provide.
These gatherings are not only about meeting colleagues from across Europe, but they are also important opportunities for growth, innovation, and learning. By sharing ideas and insights from experts, we strengthen our ability to support consumers and ensure that everyone across the EU benefits from a consistent, high-quality level of assistance.
A particularly memorable milestone for ECC Malta was our 10th anniversary of joining the Network, when we had the honour of organising the Presidency Event. It was a project that required extensive preparation and teamwork, but the outcome was truly rewarding. During the event, discussions focused on the Communicative Action Project 2017, which aimed to enhance communication between the European Commission and the ECCs, strengthen internal communication within the ECC-Net, support national communication strategies, and increase awareness among target audiences.
We also examined the Proposals for Joint Projects and Shared Tools 2018, including the proposal for a dedicated ECC-Net website for the Network that could be linked to in national publications. Another key topic addressed was the review of Key Performance Indicators (KPIs), specifically evaluating their relevance and identifying any that might be outdated.
Additionally, the event featured a discussion on the 'Picture Your Rights' initiative, which provides a comprehensive collection of ready-made pictograms developed by ECC Austria to visually represent consumer rights in an accessible and engaging way.
Making it easy for consumers to reach us
At ECC Malta, we believe that getting help should be simple and accessible to everyone. That’s why, over the years, we’ve worked hard to ensure that consumers can contact us through a variety of convenient channels.
Today, consumers can reach our team by telephone, email, personal visit, online complaint form, or even via social media by sending us a message. We understand that communication preferences vary, and our goal is to make it as easy as possible for consumers to get the information or assistance they need. We also recognise the growing importance of social media and plan to strengthen our online presence soon, so that even more people become aware of the services we offer.
In 2023, we launched a new and improved website, designed to be more user-friendly and accessible. We were delighted to see a significant increase in the number of consumers reaching out to us through our online complaint form, a clear sign that the new design is making a difference. Our ongoing goal is to continue enhancing our digital tools to make them even easier to use.
The success of ECC Malta lies in the dedication and teamwork of our small but committed staff. Being a small team comes with its challenges, but it also allows us to work closely together and provide a personal touch in every case we handle. We take pride in listening, understanding, and doing our very best to assist every consumer who turns to us for help.
Want to know more about ECC-Net or ECC Malta?
Are you curious about all ECC-Net activities? Then check out our dedicated 20th anniversary page.
Want to learn more about ECC Malta's activities and services? Then check out their local website.