Since the overhaul of the government’s online customer care service last month, daily complaints increased by nearly a fifth in a week.

In October, servizz.gov.mt became more accessible because there is no longer need to have an e-ID (an electronic identity).

Though changes may not be that conspicuous, the online system, which was receiving about 50 requests a day, was given an overhaul and, now, all one has to do to file a complaint or make a suggestion is submit one’s ID card number.

Since the revamp on October 13, there was an increase of about nine cases being registered online every day over the previous week. In that week, a total of 668 queries were received online, via e-mail, phone calls and the mail and during visits to local councils and ministries.

Last year, more than 20,000 complaints were filed, including 6,890 about power and energy. The water and sewerage system, transport and the agriculture, fisheries, environment and waste management sector followed in terms of the number of complaints filed.

In the first nine months of this year, power and energy remained the hottest topic, being the subject of 3,849 of the more than 13,000 complaints/suggestions aired. Agriculture, fisheries, environment and waste management issues were closely followed by water and sewerage and transport complaints.

The service was launched in 2002 to allow people to air their views online instead of having to visit the various departments. Complaints and suggestions can still be made in person or over the phone.