Do you have a problem with a product or service purchased from a local seller? If yes, the first thing to do is to complain to the trader. If the problem is not resolved within a reasonable period of time, the next step is to lodge a complaint with the Office for Consumer Affairs.
2.1 Report complaint to trader
The trader is the first person to speak to when a problem with a product or service purchased arises. The trader should be contacted immediately and informed about the complaint.
When complaining with the trader you should take with you all documents related to the purchase, such as proof of purchase, sales contract, instructions booklet, and any other evidence related to the complaint.
Complaints may at first be made verbally, but if the problem is not resolved within a week or two, the seller must be informed about the problem in writing.
You must send the notification to the trader in writing either through registered mail or via email with the send/receipt notification. This correspondence must be sent within two months from the date on which you detected the lack of conformity in the goods.
Keep a copy of the correspondence sent to the trader. You may access a sample notification letter here.
2.2 Lodge a complaint
If after complaining to the trader the problem remains unresolved, the next step is to register a complaint with the Office for Consumer Affairs.
How to register a complaint?
Personally
Visit the premises of the Office for Consumer Affairs at Mizzi House, National Road, Blata l-Bajda. You can also go to the Valletta Office at 47A, South Street, or the Gozo Office situated at St. Elizabeth Street in Xewkija.
Opening hours for the general public:
From 1st October to 16th June
Monday, Tuesday, Thursday, Friday between 8:30 a.m. and 12:30 p.m.
Wednesday between 8:30 a.m. and 4:00 p.m.
From 16th June to 30th September
Monday to Friday between 8:00 a.m. and 12:30 p.m.
Bring with you all relevant documentation such as copies of receipts, sales contracts and guarantees.
By letter or email
You can send a letter addressed to the Director, Complaints and Conciliation Directorate, Malta Competition and Consumer Affairs Authority, Mizzi House, National Road, Blata l-Bajda, HMR 9010.
Complaints sent by post or email must include the following:
Details of the case;
Copies of all relevant documentation, such as copies of receipts, sales contract, and guarantees;
Your I.D. Number;
Your address and contact numbers;
The trader’s details and contact numbers.
You must also make a statement in your email/letter giving consent to the MCCAA to divulge your details to the trader/entity involved in your case following the Data Protection Act.
Online
You can lodge your complaint by filling in and submitting the Online Form.
2.3 Complaint handling procedure
Once you submit your complaint, it is evaluated and checked if justified by law. Then an officer from the Complaints and Conciliation Directorate are appointed to work on your case and carry out conciliation between you and the trader to reach an amicable solution.
During the conciliation procedure, you will first receive an acknowledgement of your complaint with the details of your case and the contact details of the officer working on your case. If within the first 10 working days no agreement with the trader is reached, you will be contacted by your complaint's officer to update you on the status of your claim and also to explain the different options on how to proceed.
The conciliation process may take up to 15 working days but can be extended upon your request.
If during the conciliation process no agreement is reached, then you may either choose to withdraw your complaint or opt to take your case to the Consumer Claims Tribunal.
