Melita acknowledges that customers are facing longer-than-usual call waiting times when contacting its call centre.

As we have already explained in a company statement issued last month and in letters to this newspaper, a recent system upgrade in our administrative back-end is still experiencing initial IT teething problems, which are leading to lengthier processing times for administrative procedures.

The company’s technology team is working around the clock together with the IT contractors to resolve the matter as soon as possible and would like to apologise to all its customers for the inconvenience that is being caused.

In the cases of Geoffrey White and Alfred Mangion (October 23), both cases were resolved to the customers’ satisfaction prior to the publication of their letters.

To reduce call-waiting times as much as possible and to minimise the burden on customers, Melita has taken measures to increase the number of call centre representatives by 20 new staff members.

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

We thank all our customers for bearing with us until we work our way through this difficult patch.

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