The new telephone numbering system

Maltacom refers to complaints lodged in Roamer's Column under the heading "On The Dot" (The Sunday Times, September 8).

What your columnist brushes off, as "this 21 thing" is no less than the process of implementing a new telephone numbering plan for the Maltese Islands. Exclusively a Malta Communications Authority initiative, from the Maltacom side, the plan called for the change of practically all fixed line telephone numbers, including Freephone, Premium Rate, Direct-Dialling-In numbers, etc.

This change came into effect on November 1, 2001, and, as a result, all existing Maltacom six-digit numbers had the prefix 21 added to them.

It is a shame really that your columnist questions the unfailing customer-focused support strategies introduced at national and international levels to assist users through the transition period. These strategies include:

¤ a six-month parallel run implemented by Maltacom plc, enabling callers locally or from abroad to grow accustomed to this number change. Thus, up to the end of April 2002, both the old six-digit numbers and the new eight-digit numbers remained operational. As from May 1, 2002, it was no longer possible to complete a call using the old six-digit numbers. In the consumers' best interests, Maltacom stepped in and took immediate measures to input a recorded message into its digital telephone system reminding customers to dial the "21" prefix when they forgot to do so.

¤ announcement messages with regard to incoming international calls. These are in fact available in seven languages: Maltese, English, Italian, French, German, Spanish and Arabic.

¤ massive awareness campaigns launched by the MCA - including a heavily publicised Freephone customer help line kept the general public posted on changes effecting fixed and mobile telephony on the local scenario.

¤ Maltacom officially informed all overseas fixed line network operators with the number changes. As such, it is the latter's' obligation to inform subscribers in their respective countries of these number changes.

¤ the Malta Communications Authority informed its counterpart National Regulatory Authorities of all the changes in the Maltese Telephone Numbering Plan.

¤ Malta's new Numbering Plan was also published in an edition of the International Telecommunication Union (ITU) Bulletin. The ITU is the official United Nations body, which regulates telecommunications worldwide. From the above, it is evident that your columnist unfairly accuses the relevant authorities for mishandling the issue. If his ultimate concern is the consumer, then we fail to understand why he deliberately opts to confuse readers unnecessarily.

We assure all readers that no efforts were spared to communicate the numbering changes to both the public in general and foreign telecom operators.