This is the quickest telecom provider to answer your call
The Malta Communications Authority issued its biannual report for the last six months of 2025
Nearly nine out of every 10 calls made to Melita as part of a Malta Communications Authority mystery shopping exercise were answered within two minutes.
The figure came out in a biannual report for the last six months of 2025.
As part of its mystery shopping programme aimed at monitoring customer care telephony responsiveness, the MCA carried out 936 test calls to telecom service providers.
87% of calls made to Melita were answered within two minutes. In all, 95% of calls directed to the provider were answered within five minutes.
Meanwhile, 71% and 86% of calls made to GO were answered within two and five minutes, respectively.
When it comes to EPIC's responsiveness, 48% of calls were answered in two minutes, while two-thirds were answered within five minutes.
MCA also made 209 calls to Maltapost, with 64% of the calls being answered within two minutes. In all, 91% were answered within five minutes.
The authority published the results in a report showing that throughout the second part of the year, it had received a total of 55 complaints - an increase of 67% when compared to the first half of 2025.
Of these, 88% were related to electronic communications services (internet, TV, mobile and fixed telephony), while the remaining 12% were related to postal services.
Additionally, the authority received 285 enquiries on various matters related to the sectors it regulates.
Billing was the most frequently reported issue, accounting for 20 complaints. Of these, 12 were deemed unjustified, as the charges in question had been correctly applied in line with the respective subscribers’ contracts.
For the remaining eight complaints, the respective providers were required to take remedial action and resolve the disputed charges.
Other complaints concerned quality of service (18), termination or switching between providers (eight) and contractual matters (two).
In terms of postal services, the MCA received seven complaints during the second half of 2025.
These cases were referred to the postal operator for investigation and resolution.