Billing issues top list of complaints received by Malta Communications Authority




The Malta Communications Authority (MCA) has published a report on the complaints and enquiries received during the second half of 2016 from subscribers of telephony, Internet and television services, as well as individuals using the postal service.  

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 very 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 a service that is regulated by the MCA, there are instances where the Authority is not empowered by law to intervene and would thus refer the end-users to other competent entities. 

During the second half of 2016, the MCA received an average of 20 complaints per month.  All the complaints received were closed within 20 working days.  The Authority also received 227 requests for information. 

Billing issues topped the list of complaints received, with incorrect billing being the most common type of billing-related complaints received. During this report period, the Authority received 30 cases of incorrect billing.  In 13 of these cases, following the necessary investigations, the MCA determined that the service provider was…

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