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Malta's Consumer Complaints Rise by 11% in H2 2017
Source: www.telecompaper.com
Source Date: Friday, March 09, 2018
Focus: Citizen Engagement, Institution and HR Management
Country: Malta
Created: Mar 12, 2018

Maltese telecommunications authority MCA registered an increase in complaints from subscribers of telephony, internet, television and postal services in H2 2017. An in-depth analysis about such complaints and enquiries is documented in a report, recently published by the MCA. Between July and December 2017, the MCA received a total of 113 complaints, of which 47 were received from Go subscribers, 42 from Melita subscribers, 11 from Vodafone subscribers, 9 from MaltaPost customers, and 4 others which were not related to a regulated service. Half of the complaints were related to 'Quality of service' issues. The second most common type of complaint was about billing issues, namely incorrect billing, with a total of 22 complaints reported to the MCA.

Some 99 percent of these complaints were closed within 20 working days. During this period, the MCA also received 238 requests for information.

Faults and internet performance were the most common QoS issues. The complaints related to faults were closely monitored by the MCA to ensure that appropriate actions were undertaken by the service providers to repair the faults at the earliest time possible. MCA also received 12 complaints related to internet performance. In some cases, the authority had to intervene directly as the internet speeds made available to end-users were not the same as those mentioned in their contractual agreements. In other instances, the MCA had to guide the consumers on how to maximise their internet user experience.

In 10 of the cases related to billing issues, the MCA determined that the service providers were required to take necessary remedial action to address the issues reported.
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