MCA reports a 4% increase of complaints received during the first six months of 2018
During the first half of 2018 the complaints received by the Malta Communications Authority increased by 4% when compared to the second half of 2017. In total the MCA received 117 complaints from subscribers of telephony, internet, television and postal services, 95% of which were closed within 20 working days. The Authority also received 328 enquiries.
As part of its end-user protection function, the MCA manages a complaints-handling mechanism which end-users can resort to in the event that they are unsatisfied with the redress provided by their respective service provider. The nature of the complaint and the MCA's relevant legal powers determine the extent of the action the MCA can take in relation to a complaint.
Although the complaints received relate to communication services, there are instances where the Authority is not empowered by law to intervene and would thus refer the end-users to other competent entities.
The table below provides statistical information on the electronic communications complaints dealt with by the MCA segmented by service provider. Along with these figures, the MCA is also presenting the ratio of complaints per 100,000 subscribers, thus taking into account market differences.
Quality of Service issues topped the list of complaints received with faults being the most common type of QoS complaint received with 34 cases reported. Faults are generally caused by damages to the operator’s external network, damages to subscribers’ equipment (for example, Internet modem or TV set-top box), or damages to the subscribers’ inhouse wiring. A number of factors could cause faults including weather conditions, damages caused by third parties and/or by end-users. 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 time possible.
The second common type of complaint received related to billing issues, namely incorrect billing with 21 complaints reported to the MCA. In seven 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 MCA also received 20 complaints related to postal services during the first half of 2018. 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.
Customer support is a key aspect of the service and customers expect immediate assistance when encountering any issues. To this effect, the MCA monitors the customer care response time provided in the industry. The information gathered through a series of mystery shopping calls made to GO plc, Melita Ltd and Vodafone Malta Ltd customer care indicated that the average time taken for a call to be answered by a call agent was 1 minute 5 seconds. In 95% of cases, calls were answered by a call agent within 5 minutes.
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 2133 6840 or by email at customercare@mca.org.mt.
The MCA regularly publishes information of interest to the general public on its Facebook page and on its website. The general public is invited to catch up on the themes discussed by the MCA representatives on different media by following the MCA’s YouTube channel.