Having a mobile phone has become a basic need, an essential communication tool.

When we need to purchase this kind of service, we are bound to find a wide choice of phones, packages and deals on the market. In fact, there are so many plans and options available that it can be quite difficult to compare and choose the one that best suits us. To make the best choice, we first need to analyse our needs. This could save us from being bound to a plan that does not work for us, or receiving high bills we did not expect.

A good starting point is to calculate approximately how many calls we usually make to other mobile phones and to landlines, how many SMSs we send every day, and also how many calls we make when we travel abroad.

We should also check which service provider people we mostly call are subscribed to, as there may be higher charges when calling a number operated by a different service provider than ours.

If we decide to enter into a monthly plan, instead of a pay-as-you-go or prepaid plans, this means we are entering into a legally binding contract. It is therefore necessary to check carefully the terms and conditions before signing up.

We should first check the length of the contract – how long we are bound to a specific service provider. The method of payment is also worth noting, as well as charges involved, such as connection charges, monthly rental fees, call costs, disconnection and reconnection charges, and also international roaming charges.

The quality of the reception in areas where we will be using our mobile phone is also an important element to consider. Before entering into a long-term contract with a new company, we should ideally find out the operator’s network coverage and also what roaming agreements it has.

It would also be useful to ask other people using the service whether they recommend their service provider, and also what they think of the service.

As consumers, we have a number of responsibilities too. Once we sign, we are bound to the contract and to pay our monthly charges for the duration of the contract.

Even if we cannot make calls because our mobile phone has broken down, or if we do not use the service for a whole month, we still have to pay the monthly fee. It is also in our best interest to know what the penalty is if we decide to terminate the contract prematurely.

The only way of releasing ourselves from such contracts without incurring penalties is when the service is not provided as promised by the service provider – such as having reception problems at home or at the workplace.

These kinds of problems should be immediately notified to the service provider. When complaining, we should clearly explain what the problem is and how we want it solved.

If a solution is not offered to us within a reasonable time, we should file a complaint with either the Office for Consumer Affairs or the Malta Communications Authority. Through mediation, these two entities will try to reach an amicable settlement with the service provider.

Should this not suffice, we will then be given the opportunity to take our case to the Consumer Claims Tribunal.

customer@timesofmalta.com

odette.vella@gov.mt

Ms Vella is senior information officer, Office for Consumer Affairs, Malta Competition and Consumer Authority.