Last week I went to Arms Ltd in Luqa to make a complaint regarding a water and electricity bill. I arrived there at 8 a.m. but there was already a very long queue. I got in line to be given a numbered ticket, which I eventually got 20 minutes later from the very courteous lady at the window after she listened to my complaint and made sure I had all the necessary papers to back up my complaint so as to be served accordingly by the counter clerk.

This was a good thing, because people without the required papers would have to queue for a long time, only to be turned back when they are told they need other papers to have their complaint processed.

This lady gave me my ticket and directed me to a very spacious air-conditioned hall where many people were comfortably seated waiting for their number to come up on the electronic display and be directed to the available counter.

The hall also has four water dispensers and two small self-service kiosks selling light snacks and soft drinks. A large-screen TV set is also provided, showing one of the news channels.

My turn was up after another 40 minutes and I was directed to a counter window (one of 14) where my complaint was efficiently attended to in 15 minutes. So I was out in just over an hour which, considering the number of people who turn up there every day, is quite reasonable.

One may complain about the steep rise in water and electricity rates but surely not against the Arms employees who, as far as I could see, are dealing with the enormous number of complaints and inquiries with the right mix of courtesy and efficiency. Well done.