Comm services complaints hike 13% in H2 2018

The number of subscriber complaints about communication service providers rose by 13% in the last six months of 2018 compared to the preceding six months, according to a press statement by the Malta Communications Authority (MCA).

Subscribers of telephone, internet and television services filed a total of 132 complaints during the last six months of 2018. The authority investigated 95% of the complaints and resolved them in 20 working days, according to the report.

Some 62% of the complaints received were related to technical faults, with a total of 45 cases reported. The MCA monitored these complaints to ensure that the service providers took the necessary actions to repair the defects as soon as possible, the press release says.

A total of 19 complaints (22%) were related to incorrect billing. The authority directly intervened and requested the service providers to take necessary corrective actions in nine of these cases, the report says.

The MCA received a total of 18 complaints related to postal services, with the undelivered or delayed delivery of mail being the biggest issue.

The authority also carries out impromptu compliance monitoring — such as trial purchases in shops or calls to customer care centres — of the three main service providers; Go, Melita and Vodafone. The average waiting time for a call to be answered by a call centre agent improved by 11 seconds in the last six months of 2018, as compared to the preceding six months. Service providers responded 95% of the calls within five minutes.