Communications regulator highlights service shortcomings

Majority of complaints arising from mobile service provision, contract termination, free Wi-Fi

Mobile coverage was highlighted in numerous complaints
Mobile coverage was highlighted in numerous complaints

The Malta Communications Authority received a total of 155 complaints during the first six months of the year, in the main dealing with poor mobile reception, contractual issues and applicable charges and billing.

A number of complaints concerned repairs of intermittent and temporary faults, and the MCA’s free Wi-Fi spots.

The majority of complaints on poor reception related to indoor mobile reception, where coverage inside buildings can be more limited than outside because buildings act as a shield to mobile signals.

But the MCA said that mobile phone operators had clear obligations to be met, including outdoor mobile coverage conditions. Measurements carried out by the MCA on mobile networks confirmed that operators are compliant with these obligations.

“When subscribers experience significant indoor mobile reception problems, for example from those locations they regularly frequent, such as their place of work or their residence, the MCA attempts to mediate between both parties to find a solution in an amicable manner.”

The MCA said that when service providers were unable to solve the problem, subscribers were provided the opportunity to terminate their contract and port their number to an alternative provider.

“Mobile signals vary from one service provider to another. Subscribers may therefore consider purchasing a pre-paid SIM card before entering into a contractual agreement with a new service provider so that they can test the reception available in a particular area and/or residence. Additionally, subscribers may also enquire with friends and colleagues about their experiences of using mobile services from certain locations which are regularly frequented,” the MCA said.

The MCA also received some claims from end-users who were encountering difficulties in using and accessing public Wi-Fi spots. “Any issues reported to the MCA were addressed in the shortest timeframe possible. The MCA also assisted end-users contacting us on this subject by providing the necessary feedback.”

Subscribers need to be aware of conditions that could be applicable such as early termination fees and the requirement to return equipment to the service provider MCA report

The most common complaints of a contractual nature received by the MCA related to the termination of service.

In the majority of the cases investigated by MCA, contractual issues resulted to be the main issue that caused difficulties to subscribers wanting to terminate their services.

“Subscribers need to be aware of the following conditions that could be applicable: early termination fees applicable when a consumer subscribes to a definite package and decides to terminate the package prior to its expiry; the requirement to inform service providers 30 days in advance of the intention to terminate a service; and the requirement to return any equipment leased to subscribers, back to the service provider.”

The MCA is also empowered to take regulatory action when service providers do not comply with such procedures. Recently it found Melita in breach of the law when it did not comply with a subscriber’s request to terminate a service in line with its own procedure. As a result, the MCA imposed an administrative fine and warned Melita that it would be closely monitoring the situation to ensure that such procedures are being adhered to.

The MCA also received a few complaints from users over delays when switching numbers from one provider to the other.

In most of the cases the porting request was denied because of inaccurate information provided in the porting form, or because of unsettled dues with the donor service provider.

“The MCA guided end-users on the steps that were required to be taken to complete their porting within the shortest timeframe possible. The MCA encourages members of the public to contact the authority in the event that they encounter any difficulties with terminating or switching their service.”

Service providers that propose changes their subscriber contracts are always subject to MCA approval, and must notify impacted subscribers in writing at least 30 days days prior to the implementation of the changes. “Subscribers must be provided the option to exit the contract without incurring any penalty fees.”