Melita internet clients who did not want to opt for a higher speed service as from February are being requested to inform the company in writing and this was unfair, the Consumers' Organisation said.
It called on the authorities to stop Melita using such unjust practice through which passive consumers will find themselves in a new two-year contract as from February which they might not want.
It urged the Consumers Affairs Office to take the necessary steps to stop such practice.
MELITA ASKS: SINCE WHEN IS FREE UPGRADE UNFAIR?
In a reply, Melita asked since when wasa free upgrade unfair to customers?
It called on the association to desist from issuing statements based on half truths and incomplete information which may lead to a lose-lose situation for customers, the company and the country.
"For the second time this year, Melita internet customers are receiving a free upgrade.
"About 50,000 Melita customers are getting triple the existing download speed for free - up to 15 Megabits per second for almost two months until end January 2012.
"Moreover, Melita has already announced that all customers eligible for this free upgrade will be able to enjoy a faster Internet connection (compared to their existing connection) even after the end of the upgrade period, without incurring any extra charges – so in the end all customers will be better off."
The companys said that prior to upgrading its customers and issuing communication on the matter, Melita held meetings with the Malta Communications Authority (MCA) to explain these upgrades and to seek approval of the communication intended to reach the upgraded customers.
After accepting amendments requested by the MCA, Melita informed the upgraded customers by way of a printed letter approved by the regulator.
These personalised letters include a perforated section containing the respective account details of each upgraded customer to make it as easy as possible for customers to reply to Melita while ensuring that Melita was able to maintain a record of communication with its customers.
Melita also provided an online method where customers can fill in a simple online form on the Melita website. This was made amply clear in Melita’s letter to its upgraded customers.