Destroyed house will no longer receive utility bills
Alex Borg Caruana and his wife Marie Therese revisit their burnt home. Photo: Matthew Mirabelli
Tariff billing company ARMS will ensure no more invoices are sent to an elderly couple who received a €2,000 bill addressed to a St Julian’s residence destroyed in a fire two years ago.
On Wednesday The Times reported that the couple kept receiving utility bills even though the electricity cables outside the uninhabitable house had even been cut off by Enemalta as a security precaution.
Every time they received a bill with the estimated amount they had to pay, Alexander Borg Caruana, 83, went to the ARMS offices to explain there was no power at the house, and despite being told the company was aware of this, the bills kept coming.
An ARMS spokesman contacted by The Times said the company had traced the case and its customer care department was dealing with the couple directly.
“We’re going to make sure no bills are issued,” he said, adding that the company had nearly 300,000 customers and this was one case that had not been dealt with properly.
“It is an unfortunate situation, and when you [The Times] contacted us, we dealt with it immediately.”
The couple had been trying to draw the company’s attention to the increasing bills for more than two years.
The house caught fire in September 2010, following a short circuit on the lower floor and Mr Borg Caruana and his wife Marie Therese had to escape through their balcony because they were trapped in the bedroom.
The incident forced them to move out of the house they had lived in for 37 years because it was uninhabitable.
It was a “terrible experience” and the electricity bills they kept receiving every couple of months remind them of that “horrible disaster”.
Despite being told that the tariff billing company was aware of their case, and that the bills would stop, the couple last month received a warning to settle the overdue account, which if not paid within 10 days could see the company stopping the water and electricity service. An estimated bill of €2,045 followed.
Ms Borg Caruana this week confirmed ARMS had got in touch with them after speaking with The Times, but still questioned the increase in the bills when there was no one living in the house anymore.
Consumer Association president Benny Borg Bonello said this type of complaint was uncommon, and the association normally received more complaints about the delay of utility bills.
However, the case exposed the customer care’s insensitivity, following the trauma the couple had gone through.
“Customer service providers in the Maltese public sector are not aware that consumers expect an acknowledgment of their complaints.
“We tend not to give importance to the urgency of some complaints. This sets us back in the service industry, especially if local companies venture abroad.”
Referring to this case, Mr Borg Bonello said there was a lack of sensitivity towards the customers. The couple had gone through a trauma and the tendency was to treat them just like other customers, but considering the circumstances should have been given special attention.
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42 Comments
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Francesca Abela
Jan 15th, 16:37
So the couple spent 2 years complaining to no avail, it took the media to get the matter settled - what a country - only if you rush to get something in the public attention can you get action! The word customer care has no meaning in Malta.
carlos ellul
Jan 13th, 11:35
Zmien l busullotti spicca.
Lynn Zahra
Jan 13th, 08:38
This is not the first case. I have been trying to sort out a similar case of a burned down house for over TEN years, even through Judicial letters. But Arms merely ignore you, and continue sending bills with bigger amounts.
Victor Pulis
Jan 13th, 13:18
Let them come! What can ARMS do? Cut the supply?!! They are ármless!
A A Camilleri
Jan 13th, 08:37
and there is me trying to have a bill sent instead of leaving it for over a year.
ARMS is going to do damage to the PN in this coming election thats for sure, the PN should have acted and sorted ARMS long time ago.
Victor Pulis
Jan 13th, 07:58
If i were the couple I would not have taken the trouble to go to ARMS to complain. I would have gone near the house armed with a video recorder and waited for the workers to come and disconnect the service! The film would have looked great on Youtube!
Victor Pulis
Jan 13th, 07:52
“It is an unfortunate situation, and when you [The Times] contacted us, we dealt with it immediately.” ARMS
So why wast he error not dealt with immediately when the elderly couple complained?
Is it because now the blunder is in the open?
This is not the first entity that reacted after some mistake was made public.
M Grima
Jan 13th, 00:03
Under GonziPN mediocrity rules!!!
Judy Vassallo
Jan 12th, 23:49
It is terrible when a situation like this has to be solved by getting the media involved. It just shows these departments show little attention to detail, saying they are aware of the situation and then doing nothing about it.
Joseph Fenech
Jan 13th, 07:10
Wasal iz-zmien li l-ARMS tispicca darba ghal dejjem.!!!!
V Caruana
Jan 12th, 23:14
What's the disappointment? Why being amazed? Just remember that ARMS was set up under Austin's ministry so ........ stupid things happen.
Maurice Cini
Jan 12th, 22:30
We cannot understand this type of reasoning by Arms.So, if I have a complaint,do I have to go to the Times (or some other media) to be settled? Is this the proper way to treat Customers? Is it not enough that we have to wait for hours at Arms offices to be able to settle any claim ? Who is accountable at Arms for the public to be treated this way should resign.
Lynn Zahra
Jan 13th, 08:34
yes of course, Mr.Cini . This case was handled promptly not because it was put in the media, but because it's Arms doesn't want to look bad at Election time. Otherwise, Not even a Judicial letter will shake them out of their lethargy.
Vincent Bezzina
Jan 12th, 21:31
This goes to show that the bills are FAKE and that fraud is taking place. So much for smart meters. Not sending the bills is not enough. Where are the police or is ARMS untouchable?
Mr Kevin Zammit
Jan 12th, 21:05
This is just the extreme of the pathetic service ARMS is. I had a problem of a couple of hundred euro charged while the house we were fixing was still uninhabited. I do not remember exactly how many visits we had to wait for by meter readers .... at least 4 ... and it was sorted a year and a half later following so many frustrating phone calls including the minister responsible!
j brincat
Jan 12th, 20:51
What a breaking news!
Incredible but true!
Should we applaud ARMS?
jb
Jean Paul Galea
Jan 12th, 20:46
I smell this was dealt with so fast because it is now election time
Pav Elliot
Jan 12th, 20:09
Arms Ltd said "we dealt with it immediately' when the TOM contacted us.
And for the 2 years that the client repeatedly contacted Arms, several times going to their premise, causing all that waste of time and stress, nothing was done!!!
Arms is a despicable entity, set up by people who never had any intention of delivering a product to the required level whatsoever. How sad.
Sam Torp
Jan 12th, 19:52
Good work to The Times! Can you do a story about customer care at Mater Dei?
Jean-Pierre Aquilina
Jan 12th, 19:45
"“It is an unfortunate situation, and when you [The Times] contacted us, we dealt with it immediately.”
Why did not ARMS deal with it immediately when they were contacted by their customers? Is ARMS saying that customers should go public through the media for ARMS to deal with their request?. Intertesting...
M. Zammit
Jan 12th, 18:59
So... what's new... everyone knows ARMS customercare is inefficent.... back to the old days.... either go to a Minister or to the Times of Malta!!!!
Yeah this is the first case... I wonder what the long queues at ARMS since it's inception were queuing for... perhaps for want of anything better to do?
Customercare representatives should realize that it might be them in the queue one fine day!
pat muscat
Jan 12th, 18:00
Mr Alexander Borg Caruana should thank his lucky stars that we are in an election mode, otherwise the bills would not have stopped coming!
Joseph M. Saliba
Jan 12th, 16:45
Dear Readers,
This is true customer relations at Arms Ld. These unfortuante people had to go to the Media to r emedy matters. Imagine sthe truama of ninety year old Nanna Vittor receivng such bills????
James Tyrrell
Jan 12th, 15:41
My bills come in on time every time and if I'm out when the guy calls to read the meter he leaves a note and I email the reading to them. I never get estimated bills. Isn't it time Malta moved inti the 21st century regarding stuff like this? I mean it's not exactly rocket science is it?
Doris Sarlo
Jan 12th, 20:04
You must be one very lucky client Mr. Tyrrel! I had to beg for my bill for months!
R Axisa
Jan 12th, 20:20
How come you don't get estimated bills? Actual bills are only sent twice a year, the rest are all estimates.
James Tyrrell
Jan 13th, 16:14
@R Axisa. Because I don't live in Malta, I live in the UK where things are done properly and we don't have stupid things like ARMS.
S. Camilleri
Jan 12th, 15:21
About time too!!! Did it need an article in the Times for this to happen???
Paul Hawker
Jan 12th, 14:49
I remember reading this article a few days ago, and by Joe who says that the Times of Malta does not reach out to the people, sure done its jobs with all the comments as now we see the results from the above as positive. WELL DONE TIMES OF MALTA. and good luck to the couple Messrs.Caruana
Austin Grech
Jan 12th, 14:37
arms like many other companys that have been set up for the inconvenient of the public, should go. After a new PL government is elected. Enough is enough.
Anthony Mizzi
Jan 12th, 14:16
It's about time ARMS get their act together and be more timely with their bills send out correct bills , and within a REASONABLE time frame!
It's been a year at my end with "0" bills, "0" return on invest. on PV Panels , "0" for units generated!
E-mails remained unanswered and readings not followed up!
Are ARMS.Ltd hope waiting for after the 9th March to send their BOMBSHELLS?
T Cassar
Jan 12th, 13:50
Here would have been a good place to explain briefly what the customer with a complain should do, whether the failure in this case was due to the procedure which has (hopefully) been rectified, or whether it was because the complaint receiver did not do his/her duty. One is not impressed by the fact that this case is being dealt with as crisis management is not value for money!
R. Cilia
Jan 12th, 13:14
Ok ARMS Ltd. the next time I have a problem you are reluctant to solve I shall go to TOM to help me out. UNBELIEVABLE!
Mr Anton Portelli
Jan 12th, 12:45
Customer SCARE would be a more fitting term rather than Customer care!!!!!
E. Azzopardi
Jan 12th, 12:43
Prosit bravi!!!
Joe Grech
Jan 12th, 11:57
This unfortunate incident shows the INEFFICIENCY OF ARMS AND ITS MINISTER and the IRREESPONSIBILITY AND UNSOCIAL LACK OF CONCERN BY GONZI P.N!
And then we listen to our PM preaching how very much the PN is Family minded!
Many people, myself included, have seen through his bluff.
It's only its numerous Consultants the government is interest in appeasing!
Jay Oatmon
Jan 12th, 11:40
There are many problems in Malta that are just ignored - the disgraceful courts, the no parking problem, the daft runaway building of flats, drivers without licenses or insurance etc.
The press is the only way to get things going in Malta - otherwise things just stay the same.
We should all remember "it is the squeaky wheel which gets the oil" and no complain = no change.
James Ellul
Jan 12th, 11:34
two years trying to prove your case???!!!!
why all this fuss, just let them send the bills, if youre ever sommoned to court just take a photo of the house and the case would be over within a day!!!!
Joe Grech
Jan 12th, 15:44
Mr. Ellul - you come up with an impromptu solution. But you forget that our COURTS have been shown to be in deep trouble. There's irresponsibility and unacceptably LONG processes going on.
How would you feel filing a court case or participating in one under such abominably negative GonziPN imposed conditions?
Peter Murray
Jan 12th, 11:10
Simply proves the power of the Press as if this disgraceful -and not uncommon -abject failure by ARMS in not acknowledging customer concerns /complaints had not been highlighted in the Times the issue would still be ongoing.It also proves that ARMS should NEVER issue demands for payment based on an ASSUMED or PRESUMED utility usage as in ESTIMATED bills.Dont pay these Estimated bills!
john gauci
Jan 12th, 10:48
So customer care only capable of solving the problem if one takes it to the media. So much for customer care. Shame on arms and all the companies who act in a similar manner.
Paul Caruana
Jan 12th, 10:44
Frankly, ARMS has been something of a disappointment, to put it mildly. Yet another example of a large government run bureaucratic monopoly, rather than an efficient privately run company.
Please choose the reason of your report below: