Code of best practices

RECOMMENDATIONS

1. Impeccable service

   Whenever possible, always offer your customers a personalised service. To secure customer loyalty, it is always better to address them in a professional manner and offer them a quality service.

   With regard to the language you use when dealing with customers, all establishments must be able to address their customers in any of the official languages of Catalonia. When making purchases, consumers have the right to be addressed both orally and in writing in the official language of their choosing.

2. Clear information

   Provide good information on the products you sell, so the customer is aware of the characteristics and price of the products, whether or not they are on special offer and/or what type of special offer it is, or whether there is a special sales period: sales, clearance sales or liquidations. You also need to display information on additional services: rates, terms and how they work; and information on different payment methods should be displayed in a visible place. Remember that by making a special effort to display information clearly you avoid misunderstandings between the business and its customers.

   Full information on products for sale and/or advertised:

   The price

   • Consumers have the right to receive sufficient and easily accessible information on price, rates and conditions of sale and items that increase the price before purchasing the goods or signing up to or using the service at the points of sale of goods and in establishments providing services.
   • The price should indicate the total amount to be paid, where applicable, for the various items included, such as tax, commission, additional costs to be covered by the consumer and other similar concepts.
   • Goods, products and publicity material should display the advertised price, both in the shop window and inside the store. Certain authorised products and goods and those of a high price, such as jewellery and fur goods are exempt from this rule and are subject to special regulations.
   • The price of services must be displayed in a place that is visible to the public.
   • The price information should be preceded by the letters RRP, and should be displayed in an unequivocal, identifiable and legible manner.
   • Price signs must include any discounts or increases resulting from payment conditions, and any additional costs for services, accessories or other items.
   • Measurable packaged products must display the unit price and the price per measurement unit.
   • The price of loose products must be given in terms of measurement unit (kilo, litre, metre, etc.).
   • The price must not be higher than the advertised price. The price given on the sign or advertising material is binding.

   Labelling

   • The information featured on containers, packaging and product labels must be truthful and sufficient and must include the following aspects: nature and composition, quantity, quality, measurement and weight, risk posed by use (where applicable), how to prevent, counteract or reduce the undesired effects of any incidents which, despite the instructions, could result from using the product; origin, obligatory information on quality distinctions and other relevant characteristics of the product range.
   • In the case of food products, the labels must state: product name, list of ingredients, net amount, information on expiration date or minimum lifespan, any special conditions of storage or use, place of origin, details of the company and product batch.
   • In the case of industrial products, the labels must state: name or trade name of the product, composition, information on use or consumption, net content, essential characteristics, instructions, warnings, tips or recommendations on installation, use and maintenance; how to handle, any hazards and safety conditions, product batch, details of the company, place of origin and maximum power, voltage and consumption.

3. Frank, honest relations

   Build trusting relationships with your customers. Always provide them with proof of purchase: ticket, invoice or receipt. Tell them how the products work, give information on any guarantees (where applicable) and if refunds or exchanges are permitted. You also need to let them know that claims forms are available if they are not happy with the service.

   To foster trusting relationships with your customers, you need to take the following into account:

   Proof of purchase

   • Establishments that sell goods or provide services must provide invoices, receipts or proof of transaction, stating the following, notwithstanding any of the provisions of fiscal legislation:
   1. 1. Name or business name of the vendor or service provider, tax identification number and full address of the establishment.
      2. Goods purchased, or services provided and the cost of each one.
      3. Total amount, including any taxes, with a breakdown where applicable.
      4. Date of the transaction.

   Returns

   • This is a service provided voluntarily by establishments that enable the customer to either exchange the product for another product or for a credit voucher which may have an expiration date or conditions of use.
   • Consumers have the right to receive sufficient information, before entering into the contract, on any compensation or reimbursements and the method for determining the price, in the case of a faulty product or substandard service.

   Claims

   • All individuals and legal entities that sell products or provide services directly or as intermediaries to consumers, must have official forms for making complaints and claims.
   • Establishments must display a sign in public stating that these forms are available.
   • It is prohibited to posses or give out unofficial forms or documents.
   • They must be given to any consumer who requests one, even if they have not entered into any formal contract with the company.
   • The official forms must be in an accessible format so they can be filled in and processed by people with disabilities.
   • The claim/complaint forms can be downloaded from the website www.bcn.cat/omic.

4. Willingness to resolve or simplify conflicts

   If you want to promote the resolution of any conflicts that may arise in your business, you can contact the Municipal Consumer Information Offices (OMIC) and the consumer arbitration boards.

   • Consumer arbitration aims to deal with and resolve consumer complaints, claims and other matters, in accordance with the law.
     However, consumer arbitration does not cover cases involving intoxication, injury, death or reasonable signs of a criminal offence, including any directly resulting liability for damage or loss.
   • Consumer arbitration is a system that enables the parties involved in a conflict to resolve the matter voluntarily and it is free, binding and objective.
   • The Arbitration Board works with the OMIC. Once the claims have been examined by the OMIC, they are passed on to the Consumer Arbitration Board of Barcelona City Council.

5. Complying with regulations

   Comply with all legislation, both in relation to the employment contracts of employers, and regulations relating to tax, commerce, hygiene and safety, workplace risk prevention, data protection, business hours, etc.

   Complying with legislation related to workplace risk prevention, data protection and business hours.

   Workplace risk prevention

   • Employees have the right to effective protection in relation to health and safety at work. This right means that companies have the duty to protect their employees from any work-related risks.
   • To comply with their duty to protect, companies have to guarantee the health and safety of any employees working for them, in all aspects of their work.
   • The company must comply with the obligations set out in workplace risk prevention legislation.

   Data protection

   • In order for companies to process personal data on computers they require the consent of the interested party.
   • The data kept in files has to be accurate.
   • It may only be used for the authorised purpose.
   • The data may not be kept for longer than necessary.
   • Right to information: consent for processing data on a computer system may be tacit or assumed; with regard to data with the highest level of protection, the entity has to let the interested party know of their right not to give consent. When the data is collected, the entity or company has to inform the interested party that there is a file, the purpose of the file, the destination of the information, the obligatory/optional nature of answers to any questions, the consequences of giving the data or of refusing to give them, the possibility of exercising the right to access, rectify and cancel the data and the identity and address of the entity responsible for the file. If the details of the company responsible for the file are not known, you can contact the Data Protection Agency.

   Business Hours

   • Consumers have the right to know the public opening hours of establishments, even when they are closed.
   • Establishments that sell goods or offer services need to inform the public of their opening hours. This information must be visible from outside, even when the establishment is closed, unless this is prevented for any reason.

6. Training

   Promote the ongoing training of your staff with the training plan “obert al futur” (open to the future) This is a good way to get recognition and raise the social prestige of traders.

7. Businesses with a face and eyes

   Help to improve the urban landscape, take care of the external appearance of your establishment (pavement, signs, facade, window displays), help to ensure access for people with mobility problems and make use of loading and unloading zones.

8. Eco-friendly businesses

   Traders set an example to the rest of society with regard to the environment as you look after the environment through sustainable waste management, containers and packaging; you adapt to selective waste collection and commercial collection systems and you adopt measures to save water and energy.

9. The more the better

   We encourage you to get involved in business co-operation through guilds, retailers' associations, the shopping hubs and municipal markets. By participating in collective initiatives, you will boost your commercial competitiveness and will adapt to the needs of customers with innovative and quality measures.

10. Social and civic responsibility

    Boost your commitment to society by participating in civic, social and cultural activities in your neighbourhood or the city, either individually or through the guild or retailers' association.

    
     

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