ARMS denies the allegation by David and Caroline Reiling (September 17) that it is “unfairly using its muscle to rip off EU citizens residing in Malta”. We would like to take this opportunity to clarify this situation and provide guidance to EU citizens permanently residing in Malta.
A household is billed on residential tariff rates and receives eco-reduction subsidy once the associated utility account has one or more persons registered as residing at the premises.
The number of persons registered is clearly visible on the top right-hand corner of the bill.
A person can own several accounts (being the owner of several properties) but can only be registered to receive eco-reduction subsidy on one account.
For ARMS to verify that the person is permanently residing in Malta, proof of permanent residence is required. For Maltese nationals the proof is the national identification card. For EU nationals and their family members a permanent residence certification is required and this is issued by the Department for Citizenship and Expatriate Affairs. ARMS has no control on the issuance of such certificates.
I can confirm that the Reilings contacted us by e-mail regarding this case on August 17 and that their account was updated on September 13. ARMS could not process their request immediately due to their delay in providing us with all the correct documents.
In addition, the account in question was not registered in their name so that, as requested on the application form, we required a copy of the account holder’s ID card, which was not immediately provided to us. Once all documentation was sent to us by e-mail, ARMS updated the account by the next working day. It is also important to note that the address ARMS, PO Box 63, Marsa is our correct postal address. Application forms, letters or payments (cheques) should be sent to this address. The complainant mistook this for our customer care offices, which are at Gattard House, National Road, Blata l-Bajda (Malta) and at Triq ta’ Wara s-Sur, Victoria (Gozo).
An account holder may update the number of persons registered on the account by downloading the application form from our website www.smartutilities.com.mt and submit it at customercare@arms.com.mt, together with scanned copies of all required documentation. For further information one may contact our Freephone 8007 2222 between 8am and 4pm.