According to the Malta Communications Authority’s (MCA’s) End-User Half Yearly Report for July to December 2025, Melita recorded the lowest customer complaint count and the fastest call response time of any internet and mobile operator in Malta.
If you have ever picked up the phone to a service provider and braced yourself for the hold music, this matters.
The lowest complaint count in Malta
Across the second half of 2025, the MCA logged a total of 48 customer complaints against Malta’s three internet and mobile operators. Here is how they split:
• Melita: 4 complaints
• Go: 14 complaints
• Epic: 30 complaints
That is more than three times fewer complaints than the next-best operator on the island — across the same four categories the MCA tracks for every provider: termination and switching, quality of service, contractual issues and billing.
95% of calls answered within two minutes
The same report confirms that 95% of incoming customer calls to Melita are answered within two minutes, significantly faster than other providers in Malta. And if you would rather chat than call, our multilingual chat service now offers help in 15 languages, so you can get support in the language you are most comfortable in.
What this means at home
For families and individuals across Malta and Gozo, this is what reliable service looks like in practice. A real person on the line in under two minutes. Fewer problems to chase. Help available in your language, on the channel you prefer.
Behind every one of these numbers is a Melita colleague, in our Customer Care team and across the wider organisation, backed up by our AI Virtual Assistants, which help us respond faster and more accurately on every channel.
We are proud of these benchmarks, but we will not be slowing down. We will keep working to make them better.
Who has the lowest complaint rate among Malta’s internet and mobile operators?
According to the Malta Communications Authority’s End-User Half Yearly Report for July to December 2025, Melita has the lowest, with 4 complaints recorded, compared with 14 for Go and 30 for Epic.
How quickly does Melita answer customer calls?
Melita answers 95% of incoming customer calls within two minutes, as independently verified in the MCA’s H2 2025 report.
In how many languages can I chat with Melita support?
Melita’s multilingual chat service offers support in 15 languages.
What is the MCA End-User Half Yearly Report?
A biannual report published by the Malta Communications Authority that tracks consumer-facing performance metrics, including complaint volumes and response times, across Malta’s licensed electronic communications operators.
