MCA report reveals fewer complaints against Malta’s telecoms companies, rise in enquiries

Malta’s Communications Authority (MCA) has released its latest report, covering January to June 2024, with key insights for businesses and consumers in the electronic communications sector. Notably, the number of complaints from end-users dropped by 22 per cent, while the volume of enquiries surged by 16 per cent, reflecting shifting trends in customer interaction and satisfaction.

Key statistics: Fewer complaints, more enquiries

The report shows that MCA received 47 complaints in the first half of 2024, down from 60 in the previous six months. In contrast, the number of enquiries rose from 291 to 338. This signals a growing tendency among consumers to seek information or clarification, potentially indicating an improvement in service levels but also a need for clearer communication from service providers.

Most complaints were related to electronic communications services (98 per cent), with postal services accounting for just two per cent. The majority of complaints (70 per cent) centred on quality of service (QoS), followed by billing issues (20 per cent), termination and switching ( seven per cent), and contractual disputes (4 per cent).

Customer care and quality of service: A mixed picture

Customer care and service provision remained key focus areas. A significant portion of the complaints involved difficulties reaching service providers via phone, with GO plc receiving the most customer care-related grievances. However, the report also highlights improvements, with MCA’s mystery shopping exercises showing faster response times from providers towards the end of the review period.

Additionally, 10 fault reports were logged, with most resolved swiftly, including compensation for affected users. However, delays in installations continued to cause frustration for some customers, with access difficulties and network availability cited as primary challenges.

Methodology

The MCA bases its findings on data received directly from end-users, who are required to approach the authority only after unresolved issues with their service providers. This ensures that the complaints are more complex and that MCA interventions are necessary. The report also draws on mystery shopping exercises, where 1,105 calls were made to service providers to track response times.

The report reveals that 75 per cent of customer care calls were answered within two minutes, an improvement from the previous six months, while 89 per cent were answered within five minutes. These figures reflect progress in customer service, particularly with Melita Ltd and Epic Ltd outperforming GO plc in both call-answering speed and overall service quality.

Implications for the industry

For businesses, this report offers insights into areas requiring attention, particularly in service delivery and customer care. The decline in complaints suggests that companies are improving, but the rise in enquiries underscores a need for better communication and transparency. As competition in the telecommunications sector remains fierce, providers that address these issues proactively will likely see enhanced customer loyalty and satisfaction.

As Malta’s electronic communications sector continues to evolve, businesses and service providers should heed these findings to maintain their competitive edge and ensure compliance with regulatory expectations.