102 complaints and 235 enquiries received by the MCA in the first half of 2017
During the first half of 2017, the complaints received by the Malta Communications Authority (MCA) continued to decrease, confirming the downward trend reported during the last 6 months of 2016.
In total, the MCA received 102 complaints from subscribers of telephony, Internet, television and postal services, 95% of which were addressed within 20 working days.
The Authority also received 235 enquiries. As part of its end-user protection function, the MCA manages a complaints-handling mechanism which endusers can resort to in the event that they are unsatisfied with the redress provided by their respective service provider. The very nature of the complaint and the MCA’s relevant legal powers, determine the extent of the action that the MCA can take in relation to a complaint.
There are instances, were even though the complaints received relate to services that are regulated by the MCA, the Authority is not empowered by law to intervene and would thus, refer the endusers to other competent entities. Quality of Service (QoS) issues topped the list of complaints received throughout the first half of 2017.
In total, 17 cases were reported, with faults being the most common type of QoS complaint. Faults are generally caused by degradation, misuse, force majeure or third party disturbance, and could also be the result of damages to the service provider’s infrastructure, damages to the subscriber’s internal wiring or damages to the physical equipment. In the cases reported to the Authority, the MCA monitored the actions undertaken by the service providers to ensure that faults were repaired within the shortest period possible.
The MCA also received 27 complaints regarding billing issues, confirming the decrease reported in the Authority’s previous report on this matter. In 7 of these cases, following the necessary investigations, the MCA determined that the service providers were required to take necessary remedial action to address the issues reported. The number of complaints relating to termination and switching are also on the decrease.
In total, the MCA received 9 complaints in this area. In 3 of these cases, the Authority actively followed up the matter with the service provider in question, until the latter ensured that the services where effectively terminated, in line with the subscriber’s request. In the remaining 6 cases, the Authority provided guidance to subscribers on the procedure they needed to follow to terminate the service/s.
The MCA also received 10 complaints related to postal services during the first half of 2017. The MCA brought these cases to the attention of the service provider so that it could further investigate the matters raised and address any ensuing issues accordingly. No complaints regarding eCommerce services were registered during this period.
The MCA encourages those endusers who encounter any difficulties with respect to the services regulated by the MCA, to contact the Authority in the event that they are unsatisfied with the way their service provider handled their complaint. The public can contact the MCA on 21336840 or by email at customercare@mca.org.mt.