Most consumers have either subscribed or are in the process of subscribing to a telecommunications service. Such services have become an integral part of our daily lives.
Locally, there are various companies offering these services and, quite often, these service providers compete to promote advantageous offers that tempt consumers to switch from one provider to another.
As consumers, we may also be inclined to switch because we are not satisfied with the service received. But how can we cancel such contracts? What are our legal rights and what precautions should we take to avoid incurring unnecessary expenses, such as cancellation charges?
Before we actually decide to terminate our contract for a phone, internet or TV service, we should first look at the sales contract we signed and agreed upon when we started the service. In this contract, we should find terms and conditions that will guide us as to what we should do if we want to cancel the service contract.
Before we actually decide to terminate our contract for a phone, internet or TV service, we should first look at the sales contract we signed and agreed upon when we started the service
If we have just subscribed to a telecommunications service contract and we did so online or over the phone, we are legally entitled to a 15-day cooling-off period, during which we can cancel the contract for any reason and without incurring any charges. However, this cooling-off period does not apply if we start using the service before the cancellation period expires.
Another possible situation could be that of cancelling a contract binding for a specific period of time. In fact, certain contracts are binding for a fixed amount of months or years and may not be cancelled prematurely without having to pay the monthly charges for the minimum contract period.
In such cases, we are only legally entitled to cancel such a contract without incurring penalties if the service provider fails to provide the service agreed to during the contract of sale.
Otherwise, the service provider may charge us for cancelling the contract prematurely. We must, however, be informed of such a penalty or charge before we conclude the contract.
On the other hand, it is our responsibility to read the terms and conditions of the contract we are about to sign carefully and to be fully aware of the financial consequences should we decide to stop the contract prematurely.
We should also look for the terms and conditions regarding contract cancellation. If such a procedure is not outlined in the contract, the best and safest way to cancel is through a letter. Such a letter should include our name, address and contact details, the details of the service we would like to cancel, our account number and a clear declaration that we want to cancel.
We should also ask for a written confirmation that the cancellation letter has been received and accepted. It is also important we send such a letter by registered mail to avoid a situation whereby we are told that the letter was never received.
In case of problems or queries about contract cancellation rights regarding telecommunications services, you may contact the Office for Consumer Affairs at the Malta Competition and Consumer Affairs Authority for more information and assistance.
odette.vella@mccaa.org.mt
Odette Vella is senior information officer, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.