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How we’ll care for you:
Our Customer Service Promises

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At Melita, we work hard to keep our customers happy everyday. There are days when no matter how hard we try,
we just don’t meet your expectations. We know this and we’re taking additional steps to serve you even better.

So we have set out promises on how we plan to care for you.

We have identified four areas that generate the most questions from our customers and developed a promise for each of these areas.

mymelitaicon Getting our services installed

We promise to install our services within two working days from when you sign up, in areas where our cable infrastructure is already available. Our technicians will endeavour to fit around your schedule but if none of our suggested time slots work for you, then you can schedule another installation appointment at your convenience.

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mymelitaicon Repairs and maintenance

Our team of specialised network engineers are dedicated to keep the network running smoothly. Nevertheless there are days when things go wrong.

If for some reason your TV, fixed telephony or internet service are totally unavailable to you, meaning you are completely disconnected and have no service whatsoever, we promise to fix the problem within one working day from the time we receive your report.

To report your problem, please contact our call centre on telephone number 27 270 270. Response times to reports that are filed via e-mail or through any of our shops might take longer.

mymelitaicon Internet speed

Here’s our Speed Guarantee: all our internet subscribers will reach the download and upload speeds they are subscribed to when connected to an internet modem via a wired connection.

If you wish, there’s an easy way to check your internet speed:

  • Connect your device to the internet modem through an ethernet cable

  • Click here to run the speed test

  • If your connection fails to reach the advertised speed repeatedly at different times during the day, please click here to get in touch with us or call 27 270 270

We would like you to know that there may be times during very busy periods when traffic is so high that your internet speed may be lower than the speed you are subscribed to. We continuously invest in our network to keep these instances as short as possible. However, if you are consistently not able to reach the advertised speed, we promise a solution within two working days of receiving your report.

mymelitaicon Call centre response time

When calling our Customer Care centre, we promise to answer your call within one minute from the moment you choose the option to talk to one of our customer care representatives. Alternatively, you can choose the call back feature and we guarantee that one of our service representatives will give you a call as soon as possible but not later than four hours of receiving your request. Call-back requests received after 8pm will be processed on the morning after.

Make sure to give us a valid phone number where we can reach you at any time.

We publish the average call waiting time for the previous week and previous months on our website. Click here for more info.

Is there anything we can do to make you happier?

We would like all our customers to be happy and satisfied with our services. If you feel that we’re not fulfilling our promises, or if you think we can serve you better, please e-mail us on complaints@melitaltd.com.

We promise an answer within one working day to help out with your difficulty. Make sure to give us a valid phone where to reach you at any time.

If you are still unhappy with the solution offered, you can then proceed to lodge a complaint with Harald Rösch, our Chief Executive Officer, by emailing haraldroesch@melitaltd.com or by sending a letter to:

Harald Rösch, Chief Executive Officer,
Melita Ltd, Gasan Centre, Mrieħel Bypass,
Mrieħel BKR 3000