Consumer complaints in Malta: faulty goods, bills, contracts and flights

For a consumer in Malta who bought goods or a service online, by phone or away from the trader's premises and has changed their mind. The notice withdraws the contract within the withdrawal period under the Consumer Rights Regulations (S.L. 378.17) — 14 days, or 30 days for a purchase made during an unsolicited visit to your home or on an excursion the trader organised — with no reason needed, and asks for a refund within 14 days. The model form the trader must give you, or the trader's own online form, does the same job free. Send it by registered letter and keep the post office receipt.

For a consumer in Malta whose faulty goods were repaired or replaced and still do not work, or whose seller refused or delayed the repair. Under Part X of the Consumer Affairs Act (Cap. 378) you may then ask for a proportionate price reduction, or end the contract and get the price back. The letter sets out the repairs already tried, makes your choice and gives the seller 14 days before you turn to the MCCAA or the Consumer Claims Tribunal. Send it by registered letter and keep the post office receipt.

For a consumer in Malta who wants to end a gym membership or another subscription — a club, a streaming or delivery service, a course — at the end of its term, on the notice the contract asks for, or because the service was not provided as agreed. The letter ends the contract from a stated date and asks the trader to stop taking payments and confirm in writing. The contract's own terms govern how it ends, and a term that is unfair under the Consumer Affairs Act does not bind you. Send it by registered letter and keep the post office receipt.

For a passenger whose flight arrived three hours or more late, was cancelled with less than 14 days' notice, or who was denied boarding, on a flight covered by Regulation (EC) No 261/2004: every flight from an EU airport, and flights into the EU on an EU airline. The letter claims the fixed compensation — €250, €400 or €600 per passenger, by distance — from the airline that operated the flight. The airline's own claim form and the EU complaint form are free and do the same job. Send it by registered letter and keep the post office receipt.

For a customer in Malta with a mobile, internet or TV contract that is not working as agreed, or who wants to leave it. The letter complains about the problem and either asks for it to be fixed and credited or ends the contract, asking that no early termination charge be applied where none is due and that any deposit be refunded. Complain to the provider first; the Malta Communications Authority (MCA) takes complaints free once the provider has had time to answer. Send it by registered letter and keep the post office receipt.

For a household in Malta that disputes a water or electricity bill from ARMS Ltd: an estimated reading, a wrong tariff, a charge already paid or a service not supplied. The letter sets out the bill, what is wrong and what you ask for — a corrected bill and a refund or credit — and asks for a written answer. Complain to ARMS first; if it does not resolve the complaint, the Regulator for Energy and Water Services (REWS) takes complaints free. Send it by email and keep a copy.

For someone in Malta who paid by debit or credit card and did not get what they paid for — goods never delivered, faulty or not as described, a refund never paid, a payment taken twice — and could not settle it with the trader. The letter asks the card provider to raise a chargeback under the card scheme's rules and to answer in writing. Many providers have a free online dispute form that does the same job; ask the trader first.

For a consumer in Malta whose goods from a shop or online seller turn out faulty or not as agreed. Under Part X of the Consumer Affairs Act (Cap. 378) the seller answers for a lack of conformity that appears within two years of delivery, and you tell it within two months of noticing. The letter describes the fault, asks for a free repair or replacement and gives the seller 14 days to answer before you turn to the MCCAA or the Consumer Claims Tribunal. Send it by registered letter and keep the post office receipt.

For a traveller whose package holiday — transport and accommodation, or other travel services, sold together — was not as booked. The letter tells the organiser that it is responsible for every service in the package under the Package Travel and Linked Travel Arrangements Regulations (S.L. 409.19), and claims a price reduction and compensation, with a total and 14 days to reply. The Malta Competition and Consumer Affairs Authority (MCCAA) explains package holiday rights free of charge. Send it by registered letter and keep the post office receipt.