My phone or internet is down: do I get compensation in Malta?
Report a fault to your provider. Providers must run compensation or refund schemes for when the quality levels or terms in your contract are not met for reasons that are not your fault. These schemes do not apply in cases of force majeure.
When your line is down, your provider has to repair it. In some countries you get compensation if a fault is not fixed in time; what applies in Malta, and what it means for emergency calls, is below.
📜 The rules in Malta
Compensation
Compensation follows your provider's published scheme and your contract. If you are not satisfied with what is offered, consumers can bring a claim before the Consumer Claims Tribunal.
Emergency calls
Call 112 free of charge from any phone for the police, an ambulance or the fire brigade, or send an SMS to 79770112. Voice providers must ensure uninterrupted access to emergency services.
The details
- Providers publish the maximum time they take to repair faults and their compensation and refund arrangements. During a long repair, ask whether a temporary alternative, such as a mobile data dongle, is available. (mca.org.mt)
- The MCA can ask a provider to pay compensation under the provider's own scheme when the service levels in your contract are not met; it cannot award compensation itself. (mca.org.mt)
- Voice providers must take all necessary measures to ensure uninterrupted access to emergency services. (legislation.mt)
- Call 112 free of charge from any phone, including public payphones, for the police, an ambulance or the fire brigade. You can also send an SMS to 79770112; local SMS charges apply. (mca.org.mt)
Malta Communications Authority (MCA)
Takes your complaint about a phone, internet or TV provider once you have complained to the provider first. It intervenes where a rule it enforces was broken; otherwise it mediates or refers you to the right forum.
🪜 Step by step
- Report the fault right awayCall or use the provider’s fault service, and note the date, time and reference number.
- Keep a recordWrite down how long the service is down and what you could not do.
- Ask for compensation or a refundIf the fault is not fixed in time, ask in writing for the compensation or price reduction that applies.
- Escalate if neededIf the provider refuses, complain in writing and then go to the dispute body.
📇 Who to contact
❓ Questions
Can I still call emergency services during an outage?
Emergency calls from a mobile phone usually go through any available network. If your phone cannot connect, ask someone nearby to call.
Is a short outage compensated?
Usually only longer faults or missed repair appointments are. The rule for Malta, if there is one, is on this page.
What if the faults keep coming back?
Repeated faults can give you the right to a lower price or to end the contract. Ask the regulator or the dispute body.
📎 Sources
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