The Malta Communications Authority (MCA) would like to clarify its position with regard to Melita’s disconnection issue mentioned in the interview with Andrei Torriani and published in The Times business supplement (January 27).

In 2010, the MCA registered a sharp rise in the number of complaints related to Melita’s disconnection procedure. The Authority had therefore brought this matter to the attention of Melita.

In the various communication exchanges between MCA and Melita, the authority had informed Melita that if the complaints regarding Melita’s disconnection procedure would not decrease, the MCA in line with the provisions at law administered by it, would take action as deemed necessary.

The authority, after reviewing the complaints received in the subsequent weeks, following the above-mentioned correspondence, noted a decrease in the number of disconnection complaints received. In view of the above, the authority informed Melita that while refraining from taking any action at this point in time, it would “keep monitoring the situation to make sure that the problems encountered by Melita in the past months have been addressed and to ensure that the disconnection and termination procedure does not act as a disincentive towards terminating and disconnecting a service or services”.

The authority categorically denies that it ever advised Melita that it was “satisfied” with regard to this issue. The authority had, in this regard, informed Melita that it reserves its right to take any action as it deems appropriate in the circumstances.

The authority would like to take this opportunity to provide the public with information on the basic steps they need to follow in case they wish to disconnect any of their electronic communications services (i.e. mobile and fixed telephony, internet and TV services).

Service providers are required to include information regarding the conditions for disconnection of services in their subscriber contracts. In cases where subscribers wish to disconnect any of their services, they are therefore advised to follow the disconnection conditions highlighted in their contracts.

The authority would like to encourage subscribers who do not have a copy of their contract to request a copy from their service provider. The MCA would like to highlight that undertakings are required to action any disconnection and/or termination of service/s in line with the relative procedure stipulated in the subscribers’ individual contract.

The following provides information which subcribers are encouraged to look for in contracts before disconnecting:

• Duration of contract (if applicable);

• Any advance notice required in case of disconnection;

• Methods available to communicate requests for disconnection to the service provider;

• Conditions for returning any equipment leased by the service provider;

• Any early termination fees applicable if service is disconnected prior to termination of the contract.

Any subscribers encountering any disconnection problems in the telecommunications industry are encouraged to contact the Malta Communications Authority for redress or assistance on 2133 6840 or by sending an e-mail to customercare@mca.org.mt.