Melita insists on customers' right of choice

Melita Cable does not feel it is necessary to be obliged to provide an independent power source for its Hello phone lines in order to ensure uninterrupted access to emergency numbers in case of a power cut.

In a draft document, the Malta Communications Authority has urged providers of fixed telephone services to ensure there is "uninterrupted access to emergency numbers" in case of a power cut. Once a decision is taken, operators will have to abide by what the regulator decides.

The Hello service operates via a modem which needs a power supply to work.

In the case of Maltacom's phone lines, the power comes through the phone line and, hence, the service does not need any other power source.

A Melita Cable spokesman said the company can provide an independent power supply to enable the phone to keep working in case of a power cut but most customers opt not to have it.

"We believe this is a choice the customer is entitled to make. They are fully aware that in the case of a power cut, the phone won't work, just as an uncharged cordless phone won't work, but because there is such a high penetration of mobiles, we do not feel it is justified to make the provision of an uninterrupted power source mandatory just in case someone needs to phone an emergency number during a power cut.

"The periods during which electricity is not available in a household are minimal. However, the customer can opt for a model with an incorporated battery back-up with more than three hours life and it will be installed. The requests for such a modem have been minimal so far," the spokesman said.

In their reaction to the MCA's proposal, Melita Cable argued that consumers benefit most when new technology can be adopted quickly, when regulatory rules do not prevent new services from being offered, and when competition between old and new services occurs on a level playing field.

Melita feels that to require a company to offer uninterrupted access to emergency services is not necessarily in the best interest of consumers as it may reduce competition. "VoIP services can offer a number of additional services such as white boards, text messaging and video conferencing, which can only enhance the consumers' enjoyment of communication. Technology can have its advantages and drawbacks, and everything comes at a price," the spokesman said.

"The proposed imposition to offer a battery-powered modem is too stringent. Melita believes the customer should, after having been informed of the consequences of a power failure, be able to opt for a non-battery powered modem, which modem can then be provided. The non-battery powered modem is cheaper than a battery-powered one and consumers should have the right to choose the cheaper alternative," the spokesman said.