My phone or internet provider will not solve my complaint: where can I go for free in Malta?
If your provider does not resolve your complaint, you can complain to the MCA online, by email or by post. It acknowledges within 2 working days and aims to reply within 20 working days. It intervenes where a regulation was breached, otherwise it mediates.
If your provider does not solve your complaint, an independent body can look at it, usually free of charge for you. You normally have to complain to the provider first; how to file in Malta is below.
📜 The rules in Malta
The details
- The MCA cannot order a provider to pay you compensation. For compensation, consumers can bring a claim of up to €10,000 before the Consumer Claims Tribunal. (mca.org.mt)
- Before the Tribunal, your claim must first go to the Director General for Consumer Affairs or a registered consumer association, who try to reach an amicable settlement. A small fee is paid when you file the claim. (mccaa.org.mt)
- Tribunal decisions can be enforced like a court judgment. An appeal is possible within 20 days of the decision, on limited grounds for claims under €1,200. (mccaa.org.mt)
- The MCCAA also runs a voluntary alternative dispute resolution process as the residual body where no sector-specific ADR body exists. Both you and the trader must agree to take part. (mccaa.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.
Consumer Claims Tribunal
Decides consumer claims against traders of up to €10,000 once an attempt at an amicable settlement has failed. A small filing fee applies and you can present your case without a lawyer.
MCCAA – Office for Consumer Affairs
Handles consumer complaints against traders through conciliation. If conciliation fails, you can take your claim to the Consumer Claims Tribunal.
Free dispute resolution
Malta Communications Authority (MCA)
What to do first: First complain to your provider, in writing where possible, and ask for action within a set time. If you are not satisfied with its reply or remedy, send the MCA's consumer complaint form online, by email to customercare@mca.org.mt or by post.
Time limit: No time limit for filing is published. The MCA acknowledges your complaint within 2 working days and aims to reply in full within 20 working days. It cannot order compensation; for that, consumers can go to the Consumer Claims Tribunal.
🪜 Step by step
- Complain to the provider firstWrite down what went wrong, what you want and by when. Keep the complaint reference.
- Wait for the answerGive the provider the time the rules allow. Keep all emails, letters and chat logs.
- File with the dispute bodyUse its online form or address, and attach your complaint and the provider’s answer.
- Decide on the outcomeCheck whether the result is binding. If it is not, you can usually still go to court.
📇 Who to contact
❓ Questions
Does it cost anything?
For consumers it is usually free. The details for Malta are on this page.
Do I need a lawyer?
No. You can file yourself; the procedure is designed for consumers.
Does the provider have to take part?
That depends on the rules in Malta. Check the dispute body’s own page, linked here.
📎 Sources
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