I recently received a letter from my service provider informing me that the internet package I was subscribed to will no longer be available. My service provider is now offering me an up-graded package which obviously costs more.

Q: Is the service provider allowed to unilaterally change my internet package and increase the price?

The Office for Consumer Affairs within the Malta Competition and Consumer Affairs Authority does not have the legal power to prohibit service providers from changing the packages they offer to their customers. If a service provider decides to stop offering a specific package or charge more for a service, it would not be acting illegally.

What service providers are obliged to do when they implement changes to the packages is to properly inform their customers of these changes and to give them the possibility to terminate the service if the new packages/prices do not meet the consumers’ requirements.

Since in your case the service provider has properly informed you about the changes, it is adhering to its legal obligations. It is up to you to decide whether you are going to subscribe to a new internet package or terminate the service with the current service provider and shop around for a better deal.

Malta Competition and Consumer Affairs Authority
Office for Consumer Affairs
Mizzi House,
National Road,
Blata l-Bajda
HMR 9010

Freephone: 8007 4400
Tel: 2395 2000
Enquiries: info@mccaa.org.mt
Consumer complaints: fair.trading@mccaa.org.mt
Website: www.mccaa.org.mt

MCCAA office hours for the public:
Monday, Tuesday, Thursday and Friday from 8.30am to 12.30pm
Wednesday from 8.30am to 4pm

European Consumer Centre Malta
(For complaints against traders in other EU states)

47A, South Street,
Valletta.
VLT 1101

Monday to Friday from 8.30am to 3pm.

Tel: 2122 1901
E-mail: ecc.malta@gov.mt

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