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Maltacom’s improved customer charter
Maltacom plc has announced a number of improvements to its
customer charter. Maltacom is proud that, not only was it the
first organisation of its calibre to draw up a customer charter
with customer service guarantees, but that it is continuously
seeking ways to improve these guarantees in line with its ever-increasing
levels of service. The main changes being made to the customer
charter include the following:
Amendment to Article 6.4
With immediate effect, Maltacom undertakes to repair a fault
occurring in a telephone line within four days, including Saturday
and Sunday, from the date on which the fault is reported and
recorded on Maltacom’s freecall 133 computerised telephone
fault report service. Likewise, a cable fault will be repaired
within 10 calendar days from date of reporting. Should Maltacom
fail to achieve these deadlines, the customer will be eligible
for compensation. This guarantee will not apply:
• in circumstances beyond Maltacom’s control
• when the subscriber may make and receive calls despite
the fault
• when there has been unauthorised interference in Maltacom’s
network and
• on the occasion of a mini-shutdown of Maltacom offices.
The public is always given due notice of mini-shutdowns on the
media.
Amendment to Annex 2:
Customer service guarantee
According to the customer charter, compensation will be paid
to subscribers when:
• a service is not restored within the above-mentioned
timeframes
• a service has been restored within the timeframes but
again becomes faulty within 30 days from repair, as a result
of defective workmanship
• a new service is not installed within the timeframe established
in Article 3.1
• a service is disconnected by mistake and Maltacom has
been notified accordingly.
This compensation will now be payable over a maximum period
of 20 days, at Lm3 per day for a residential subscriber, and
Lm4.33 for a business subscriber.
The full text in Maltese and English language versions of the
customer charter is available on pages xxi to xxxi of the telephone
directory, and an amended version will shortly be found on the
company website at www.maltacom.com
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