Henry Scicluna writes:

'I would like to draw to your attention a complaint which I filed with Melita Cable last year and again a couple of weeks ago about the issue of watching Italian football with English commentary.

'Having contacted customer service, I got last year's answer: "It depends on how the service is transmitted to us." As a paying customer, I strongly contest this statement. Since I am paying to watch Italian football, I expect Italian commentary. Do they mean that one fine day they will transmit an English game with German commentary because that's how the service is offered?

'Furthermore, on asking to speak to a manager, I am continuously told that no manager is available, even on a Friday afternoon. I, too, work in the service industry and the image being portrayed by Melita's customer service department leaves much to be desired. The customer care representative barely let me speak before she replied. Since the issue carries on from last year, I have decided to copy you in. I am not getting what I paid for.'

Here is Melita's reply:

'Further to your letter addressed to Stephen Wright on September 12, and our acknowledgment of your letter dated September 19, Italian Serie A match rights are owned by two commercial entities. Due to this uncommon practice, Melita has had to negotiate contractual agreements with both. Each of these entities owns the home game television rights for specific Italian Serie A teams.

'While one owns the home game rights for Atalanta, Chievo, Palermo, Reggina, Siena, and Udinese, the other holds rights for home games of the more renowned Inter, Juventus, Roma and Fiorentina. While the former entity transmits commentary in English only, the latter rights owner provides Italian commentary.

'Our contractual agreements allow us to transmit such feeds tale quale. While we appreciate the particular situation and possible inconvenience caused, our commitment to Premium Sports customers remains to provide live and exclusive Italian Serie A matches.

'Although we are faced with a situation which is beyond our control, we are nonetheless evaluating it for possible resolution. However, we cannot commit to an imminent solution.

'While thanking you for your interest in this matter, I kindly ask you to accept this letter as an explanation for your query and sincerely hope that it clarifies any misconceptions.' (Kevin Borg, head of Customer Care)