Cardphones - Maltacom and MCA

On September 22 Leonard Vassallo sent me this letter copied to the chairmen of Maltacom plc and the Malta Communications Authority: (MCA)

I start by referring to the notice relating to cardphones and phone cards, which appeared in both The Sunday Times and The Malta Independent on Sunday of May 21.

This means that any leftover credit on phone cards not used by the cut-off date (no date has been given as yet) will be lost. I have made several phone calls, airing my complaints, to both Maltacom and Payzone representatives. When I was asked by the former to pass the buck to the latter, I was told that only mint cards still in cellophane would be exchanged for the new cards when issued.

It would have only been fair that, when the present cards are made obsolete, any leftover credit they contain would go to the holders, who could be compensated for either in cash or be given a rebate when buying the new cards, or be given credit to their telephone bills.

Better still, these cards could be collected by some philanthropic organisation, which could then be likewise compensated. This, I was told, was not possible. I reckon that at any time there must be thousands of pounds' worth of card time not yet used, part of which would surely remain so till the cut-off date, considering the dwindling number of card users due to the bad service and now that many have mobile phones.

Only last week I tried to use an almost brand new card in Gzira, when 'Void' showed up on the screen again and again, even though I repeatedly cleaned my already clean card, as instructed by Payzone. Shouldn't card phones be serviced regularly?

And shouldn't those that cannot be used display a sign reading "Out of Order"? Not to mention the costly Internet phones which have replaced some card phones and which are impossible to use.

As regards the telephone service, why are we charged 11c8 to ask for a number not yet listed in the directory when we phone 1182? (The charge is almost double when we use a cardphone.) Again, why are we charged 5c37 when our call is not answered, and we are greeted by a high-pitched squeal inviting us to fax, or made to listen to advertising material coming from an answering machine?

Telephone numbers having such facilities should be indicated as such in the directory, even if by an icon, and till then have all incoming calls charged to their accounts. Ideally we should be instructed to press such and such a key if, after getting no reply, we wish to fax or speak to an answering machine, and be charged thenceforth.

The same goes for Phonemail, since if one is not quick enough to hang up, one becomes Maltacom's victim once more. I am surprised that the Malta Communications Authority has done nothing in this regard. A simple calculation reveals that Maltacom milks its customers out of hundreds of thousands of pounds a year through these 'services'.

Lastly, just like Maltacom has Freephone 150 for its Star Services (services for which one normally has to pay), couldn't it have a phone number for Customer Care (even not a freephone) which one can phone, and be duly connected to the section one has to contact, rather than be given another number to phone to add to one's bill? Try phoning 2121-2121! (Leonard Vassallo)

I reproduce the notice Mr Vassallo refers to relating to cardphones and phone cards, which appeared in both The Sunday Times and The Malta Independent on Sunday of May 21:

Maltacom to upgrade payphone network
Maltacom informs the general public that in the very near future the company will be upgrading its payphone network with a more efficient and customer-friendly system operating on modern chip card technology and prepayment method.

During the first few months of the transition, Maltacom will run both systems - new and old - in parallel, to give consumers ample time to use up remaining credit on the telecards currently in circulation. It plans to phase out old payphones gradually and is aiming at a smooth, hassle-free process causing as little bother as possible to the local consumer.

After the cut-off date, it will only be possible for users to buy the old type of card from retailers with remaining stocks - until these last.

Members of the public have the opportunity to continue using old cards in the old type payphone for a few months - up to the very end of the programme.

Maltacom appeals for the full co-operation of the public to use all the credit on their telecards before the old-type payphones are removed completely later this year. (In case of any queries or problems during the transition to the new payphone card system, consumers are welcome to log on to the Maltacom Group Portal www.maltacom.com or call Freecall 183 and Customer Helpline 2121-2121.)

Subsequently, on September 25, Mr Vassallo sent another letter to the chairmen of Maltacom and the MCA:

Following my letter of September 22, I read a notice in yesterday's The Independent on Sunday, on page 36, concerning the switch-over to the new card phones which will make the old phone cards and the few old card phones left obsolete by October 18 (see photocopy attached).

When I phoned Maltacom this morning I was informed that similar notices had been appearing in one or another local newspaper since September 2. Couldn't Maltacom send leaflets carrying such information with their telephone bills as they do when they have something to promote?

This morning, when I was in Valletta, I exchanged my obsolescent brand new cards still in cellophane for the new ones. I wasn't at all happy with what I got as it seemed to be old hat, using the same type of technology which would give rise to "void" showing up on the screen when such would not be the case.

In fact the new cardphones are even worse than the old ones. Here's how it goes: you insert your card and lift the receiver, expecting to view the number of units available but nothing of the sort happens. Instead you see a clock showing the local time and a second clock that starts running while you hear a voice telling you to "dial the telephone number now".

Are you going to be charged even before dialling? And what if you don't? After making my call, which lasted about two minutes, I tried to check the number of units left but to no avail, even though I tried checking again on two other shiny "state-of-the- art" phones. While I still don't know how many units have been gobbled up, I would also like to know how many seconds are equivalent to one unit for a local call made from a new cardphone to a fixed line phone and whether there has been any change in this regard. (Leonard Vassallo, September 25)

I referred these letters to the chairmen of Maltacom and the MCA for their comments. Here follows Maltacom's reply:

Maltacom's clarification
We would like to inform you that Maltacom carried out intensive investigations focused on claims made by our client, Leonard Vassallo, in his two letters dated September 22 and 25, respectively.

Maltacom would like to clarify certain issues relating to complaints lodged in Mr Vassallo's letters:

Remaining credit
On the subject of credit left over on telecards, as customers were informed at an early date prior to the actual cut-off date, Maltacom has been exchanging old cards for new ones in the same denomination with regard to both sealed and unsealed telecards.

Meanwhile, Maltacom will be extending this scheme up to October 31, and assures its customers that it has implemented a system which ensures that customers receive the fair value of remaining units in their old telecards.

Old cards with pending units can be exchanged at any Maltacom branch office.

Communications campaigns
1. Maltacom took all necessary measures to launch an informative campaign which includes press releases and adverts in the local media. At a very early stage (several months prior to implementation) customers were notified that the company would be upgrading its payphone network and opting for a more efficient, user-friendly system operating on modern chip-card technology and pre-payment method.

2. In the course of Maltacom's publicity campaign, customers were informed that they could exchange their old-type, unused telecards from Maltacom retail outlets (including the one-stop centre in Floriana and all branch offices in Malta and Gozo) or from the Payzone offices in Naxxar.

3. Furthermore, customers were advised that Maltacom would be phasing out old payphones gradually giving users the chance to make use of their old telecards up to December 31, from 100 payphones in different localities around Malta and Gozo. The list of localities can be viewed online at the Maltacom Group Portal www.maltacom.com or obtained from local councils in Malta and Gozo.

4. Maltacom took the initiative of issuing a Cardphone Tariff Notice in the print media aimed at giving details of the new tariffs for calls made from Maltacom cardphones as well as general information on the subject of new cardphones.

5. Our information campaigns invited customers to call Freecall 183 in case they required more information.

Cardphone tariffs
The advert carried in all sections of the local media notified customers on the new tariffs for calls made from Maltacom cardphones after September 18. The rate for a local call from an outdoor cardphone to a fixed line telephone number is 5c9 for every 2.5 minutes or part thereof while that for a call to a mobile number was 6c2 for every 15 seconds or part thereof.

The advert pointed out that as a result of the upgrade, customers would now be able to use the new telecards to make cheap international calls using Maltacom's VoIP service with rates starting from 1c5.

Remaining balance in the card
The new card phones do not display the number of units but if a customer dials a telephone number followed by the *(star) button, the system automatically prompts the available balance remaining in the user's card.

User-friendly notices in cardphones
Both old and new cardphones feature a customer-focused information notice that gives a clear indication of whether the cardphone takes the old or new type of telecard. These notices, in the form of a sticker affixed in the cardphone booth, also have the above-mentioned Freecall number (183), which is manned 24x7 to provide assistance and support to customers any time they need it.

Maltacom services cardphones on a regular basis and faults are immediately detected through a central management system.

Directory
Maltacom offers various options with regard to directory listings at no charge - namely a printed directory and an efficient and accurate online service which is accessed directly through the Maltacom Group portal www.maltacom.com

Call termination
It is to be noted that telephone charges are triggered when connection to the call party is made. It may be the case that the call terminates on a fax or other automated devices. Unfortunately Maltacom has no control over such situations.

Phonemail
Regarding Maltacom's phonemail service, callers incur normal telephone charges only if and when they leave a message (rates of the network used apply). However, if callers choose not to leave a message after being diverted to a phonemail box, they can terminate the telephone call during the "Diverting to phonemail" prompt (before the first bleep), without incurring charges.

Maltacom's Customer Helpline: 2121-2121
Maltacom offers a Customer Care Helpline (tel: 2121-2121) functioning on a 24x7 basis. The aim of the helpline is to enhance the quality of our customer support and service delivery to our customers.

As part of its ongoing commitment to its customers, Maltacom prides itself on running a friendly, accessible quality service where the client is given personalised attention by a highly trained team.

Our customer care representatives look forward to receiving customers' feedback whether they wish to enquire about services and products, or lodge a complaint. Any necessary follow-up will be undertaken according to the respective customer requirement, subject to the customer providing us his or her contact details. (Franco Aloisio, head Communications and Public Affairs)

I thank Mr Aloisio for his comments.

Here follows the MCA's reply to Mr Vassallo's letters:

I refer to the complaints lodged by Leonard Vassallo, dated September 22 and 25, regarding the recent upgrades to the telecards networks.

The MCA is aware of the inconvenience incurred by telecard users following the recent upgrade to the relevant network. The MCA has been in discussions with Maltacom on the subject and we can assure you we are doing all that we can to ensure that all grievances are addressed. As a result of these discussions, I would like to clarify the following:

Remaining credit
Customers can now exchange old cards with any amount of pending units by visiting any Maltacom branch. A new card corresponding to the amount of pending units in the old card will be provided to the customer. Customers are welcome to call on freephone 183 for more information on this process.

Units vs monetary value
Since call rates are denominated in monetary terms and not in unit value, it was decided that the remaining monetary value would be displayed on the screen and not remaining units. A particular run of the new cards inadvertently had the term 'units' printed on them.

Maltacom apologises for this inconvenience and has already taken the necessary action to ensure that this is removed in subsequent runs in an attempt to make the service more user friendly for its customers.

Display of units and equivalent call duration
It is not technically possible to convert units into minutes since call duration and unit consumption both depend on the specific call destination. As such, the duration of a call will determine the charge on the basis of the applicable tariffs, which in turn, vary according to the destination and the network to which the receiving party is subscribed.

In the light of these considerations, one cannot have a standard conversion of units into minutes, as some calls are charged on a per-second basis, such as international calls, while local calls are charged for every 2.5 minutes.

I trust the above clarifies the matter. (Mandy Calleja, Communications co-ordinator, MCA)

I thank Ms Calleja for her comments.