Melita customers are experiencing longer-than-usual call waiting times when contacting the company’s call centre. This unfortunate inconvenience resulted from a higher than usual incoming call traffic volume after a recent system upgrade led to certain administrative processes taking longer to complete.

With reference to David Demajo’s letter (October 7), Melita would like to inform the public that this situation is only expected to last until the initial teething problems are ironed out.

As already announced in a public statement, the company continues to work closely with its suppliers to improve the situation as quickly as possible and has also taken the necessary measures to increase the number of call centre representatives.

In addition, Melita has developed a web contact form that is accessible online, via www.melita.com/contactus, and customers are invited to follow the easy online process to log any billing and account administration queries.

Melita regrets any inconvenience caused and would like to thank its customers for their understanding and support during this extraordinary period.

Melita would also like to point out that the paper bill charge of 31c, which was mentioned by Joseph Muscat (October 7), is an optional service charge that can be controlled by the customer.

Electronic itemised billing is available free of charge by signing up to the MyMelita self-care portal.

A charge applies for customers who choose to receive a printed paper bill instead of an electronic version.

The service charge levied covers the cost of Maltapost mail, the envelopes, the paper and printing.