The Malta Communications Authority (MCA) is the national authority responsible for the regulation of electronic communications (telephony, Internet and television), eCommerce and postal services.
One of its main objectives in regulating these sectors is to promote the interests of consumers.
Amongst others, it performs this role by:
1. Working together with service providers to address issues concerning consumers and ensure that any relevant obligations are complied with;
2. Collaborating with the Malta Competition and Consumer Affairs Authority [MCCAA], which is responsible for ensuring compliance with various consumer protection laws which regulate the conduct of service providers; and
3. Raising awareness regarding matters of direct interest to consumers.
The MCA investigates complaints from consumers related to any of the sectors it regulates.
The extent of the action the MCA can take in relation to a complaint, depends on the particulars of the complaint and the MCA's relevant legal powers. Hence, if the complaint involves issues that have a direct regulatory bearing, such as a breach of a regulatory obligation under a law the MCA is empowered to enforce, then the MCA can intervene.
In instances where the MCA cannot take regulatory action, the MCA will where appropriate attempt to mediate between the consumer and the service provider. Failing that, the MCA will suggest alternative courses of action by referring suggesting the appropriate forum.
The MCA is not empowered to make awards, requiring a service provider to give monetary compensation to a customer as a remedy for any customer dissatisfactions. Service providers may of course voluntarily agree to offer compensation, however this is at their discretion.
This does not mean that consumers may not seek compensation before the competent adjudicative fora. In most instances where the monetary value involved is less than €3500 they may file a claim before the Consumer Claims Tribunal . For more information you may call on 21 2144 6250-5.
