Consumer complaints on downward trend

Consumer complaints to the Malta Communications Authority (MCA) have decreased dramatically in the second half of 2016 according to the recently published half-yearly report of the MCA. Most cases concerned bills, charges and traffic.

The half-yearly report published by the Malta Communications Authority (MCA) on the 24th of February sheds light on many positive trends within the Maltese communications industry. A series of statistics listed in the report are broadly pointing in a positive direction. For instance, quarterly complaints to the MCA have fallen by half; from roughly 250 in Q3 and Q4 of 2014 to 120 in the second half of 2016. The MCA managed to solve all complaints received in the last six months of 2016, within 20 working days. Postal services received the smallest share of the total complaints to the MCA.

The main issues underlying the complaints were bills, charges and traffic, accounting for 37 percent. The second major issue for Maltese users was the quality of service, while compensation and unfair commercial practices accounted for less than five percent of the queries. The MCA was required to take remedial action in 13 out of the 30 cases relating to incorrect billing. The MCA also had to seek out one service provider directly since it was clear that the majority of complaints concerned this particular company. The majority of outcomes among the complaints against this company were also settled in favour of the consumer.

Overall, incorrect billing complaints have decreased in the last half of 2016 but remain higher than the first half of 2015. Complaints relating to faults have also increased from 10 to over 20 during 2016, after a steady fall from almost 35 complaints in the second half of 2014. While the downward trend of 2016 is an interesting indication.  It should be highlighted that consumers are generally required to lodge complaints with the service providers before seeking out the MCA. Other entities might also play a role in cases where the MCA are not empowered to intervene. 

Access the full report by the MCA here.



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