The communications regulator has launched a campaign themed Knowledge Is Power advising consumers to become aware of their rights and obligations before subscribing to services.
A third billboard will be erected alongside a major thoroughfare next week while the Malta Communications Authority embarks on a comprehensive print and online campaign. MCA officials are also expected to make appearances on TV and radio to help consumers understand service contract terms and conditions.
The authority is to issue a consumer guide, covering issues like lodging complaints effectively and help available from the MCA. Basic rules to help users make the right choices online have been included.
Useful information is also available at the MCA's portal www.mca.org.mt.
"Reductions in prices, widening availability of increasingly sophisticated telecoms services, not to mention the high-quality services providers are now offering, have undoubtedly improved the quality of life of consumers and transformed consumer expectations," the MCA told The Times Business.
"These changes, however, mean that while not so long ago telecoms services were generally provided by just one undertaking using one standard contract with which consumers were familiar, today the number of options has made it increasingly difficult for consumers to digest all the information available to them and make the right choices to suit their individual needs."
Complaints received by the authority gave a good indication on where information may be lacking and areas where consumers need to be better informed of their rights and obligations, the MCA said.
In August, the authority fined Melita €6,000 for three separate infringements of a regulatory decision on proposed modifications to the terms and conditions of subscriber contracts.
The infringements related mainly to Melita's failure to notify the MCA at least one working day before the issue of any proposed changes to terms of contracts of service to its clients.
A spokesman for Melita confirmed that the communications group has paid the fines after opting not to appeal the MCA decision, despite viewing the fines as "unjustified and excessive".
"Melita had submitted its position on the matter to the MCA, arguing against the imposition of the fines which in Melita's opinion were unjustified and excessive," the spokesman said.
"The content of the letters sent to customers was never in dispute and was according to legal requirements. The fine was imposed only because the letters Melita sent to its customers were not sent one day in advance to the MCA. This is a new requirement which was introduced by the MCA a few months before Melita sent out these letters to customers."
Asked whether Melita planned to make any changes to its practices in view of the fine, the spokesman said: "This is a procedure transparent to customers and is simply an administrative matter between operators and the MCA. Clients are not affected in any way."