Complaints and Enquiries
Lodging a complaint with your Service Provider
As a consumer of communications services, you are entitled to receive a minimum quality of service from your service providers. If you are not satisfied with the service you are given, your service provider should be your first point of contact about your problem. In most cases, your service provider will be able to rectify your situation without you having to take the matter any further.
Where possible, lodge your complaint in writing, explaining your problem clearly and specifying what actions you are expecting your service provider to take and in which timeframes. It is also good practice to take note of the name and surname of the service provider’s representative/s whom you are dealing with, as well as the date and time of your conversation. Keep a copy of any written communication you have exchanged with the service provider.
For more information on our role as well as information on the rights and obligations of end-users and those of service providers, you may wish to visit our Consumer Tips and FAQ sections.
Filing a Complaint with the MCA
If, after having lodged your complaint with the service provider’ and allowed adequate time for your complaint to be addressed, you are not satisfied with the way in which the service provider has addressed your complaint, we may be able to help you. We may not always have the legal powers to determine whether your complaint is justified and impose a solution, but we can mediate between you and your service provider to assist you in reaching a satisfactory resolution.
You may file your complaint with us by completing and submitting the Complaint Form.
If you simply require information about any of the sectors we are responsible for, you may complete and submit the Enquiry Form. Should you have any difficulty with completing the complaint or enquiry forms, you may also call on 2133 6840 from Monday to Thursday from 9:00am to 5.00pm and Friday from 9.00am to 2.00pm.