An average of 20 complaints a month were filed to the Malta Communications Authority during the second half of last year, with billing issues topping the list. 

The authority also received 227 requests for information, according to the Communications Complaints Report published today. 

Incorrect billing was the most common type of billing-related complaints received. In 13 of these cases, following the necessary investigations, the MCA determined that the service provider was required to take necessary remedial action to adjust some of the amounts billed. 

The matter was raised directly with the responsible service provider, after noting that the majority of reports received were against it.

Another source of complaint during the second half of 2016 is related to quality of service, with faults being the most common type of complaint received with 21 cases reported. Faults are generally caused by degradation, misuse, force majeure or third party disturbance.

In those cases wherein the fault originated from the service providers’ infrastructure, subscribers were offered compensation, as required in the terms and conditions of their service contract.

The number of complaints relating to termination and switching declined by 21 per cent when compared to the previous two quarters.