With reference to the On The Dot section titled Connections (April 4) Melita would like to clarify its standard procedure governing installation appointments and service calls.

The initial step required by our customer care representatives is to check whether Melita has a mobile contact number available for clients who have an appointment scheduled for that same day. In this case our customer care representatives sent a reminder to the said client in the morning via SMS.

The client is also given advance notice of our staff’s arrival – this is done by means of a phone call placed while the Melita technician is about to start work on the previous appointment.

Unfortunately, unforeseen circumstances such as a technician needing sick leave do occasionally arise. In this case the appointments of that particular technician are reassigned to other members of the team in order to avoid affecting the customer.

Melita values all feedback received from clients and it is a priority for us to ensure the appropriate follow-up with the respective client. If the matter has not been resolved yet, this particular client is more than welcome to contact Melita (directly or through the author of the article) to resolve the matter to his/her satisfaction.

Should any client need to pass on any feedback to Melita, our customer care centre is available 24 hours a day and may be reached on 2727 0270.

Customers may also contact us through our Facebook page www.facebook.com/MelitaNew.