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Complaints Handling Procedure
Melita is always available to assist its Customers through its standard support channels available at https://www.melita.com/contact-us/. If you are not satisfied, Melita will further endeavour to resolve any complaints that a Customer may have regarding the Services subscribed to in accordance with the Complaints Handling Procedure below. The Complaints Handling Procedure sets out the process which the Customer needs to follow to make a complaint to Melita.
Customers who are not satisfied with Melita’s service and would like to escalate the matter further, may contact Melita:
In order for Melita to handle complaints in an effective and timely manner the Customer must promptly contact Melita and accurately provide all the required information. Customer should notify Melita immediately about any fault or complaint one might have in relation to any of Melita’s services. Information required includes: Account number, ID card number, and a brief explanation of the complaint; the customer’s mobile number and/or email address so that Melita can acknowledge receipt of the complaint.
Customers who contact Melita by email or by post shall be contacted by an agent within two (2) working days from receipt of the complaint. Melita will then proceed to review and investigate the complaint fully, taking into account all the issues raised in the correspondence and the service details held in Melita’s records.
When a Customer contacts one of Melita’s Channels, Melita’s Representatives will ensure they are speaking to the rightful account holder. This is done by requesting the Account holder’s name, Identity Card number and any other additional information that is necessary for verification purposes. The Representative will then ask the Customer about the nature of the complaint. Melita will take into account all the issues raised and if possible seek to resolve the matter on first contact. If the customer’s complaint requires more technical feedback or the Representative is unable to resolve the complaint at first contact, Melita will do its utmost to keep the Customer updated, until the complaint has been resolved.
Melita seeks to provide the Customer with the most suitable response specific to the particular issue/ complaint and to ensure that the complaint is resolved to the Customer’s satisfaction and in a timely manner. Melita shall within five (5) working days from when Customer lodges the complaint to Melita respond and resolve said complaint. Some complaints, by their very nature, may take longer than others to resolve, particularly if they are technically complex. In such exceptional circumstances if Melita is unable to resolve your complaint within the said timeframe, Customer shall be informed accordingly.
A Customer who has followed the above Complaints Procedure but who is still unsatisfied with either the response or resolution of the complaint may lodge a complaint with the Malta Communications Authority (“MCA”). The MCA may be contacted either:
Alternatively a Customer may lodge a complaint through the Online Dispute resolution Platform on https://ec.europa.eu/consumers/odr/