MCA assesses mobile providers’ compliance with consumer protection norms

The Malta Communications Authority (MCA) has published a report detailing the findings of a mystery shopping study conducted in 2023 and 2024 to assess the compliance of local mobile providers with consumer protection norms.

The MCA in a statement said that in 2023, it carried out a mystery shopping exercise by subscribing to a post-paid mobile plan from each of Malta’s three mobile providers to evaluate their adherence to consumer protection requirements. Following the identification of shortcomings, providers were informed and given the opportunity to take corrective action. The exercise was repeated in 2024 to assess whether improvements had been made.

Key areas of assessment

The study focused on several consumer protection measures, including:

• The provision of accurate information at the point of sale;
• The delivery of contractual documentation before and after contract conclusion;
• Full disclosure of contractual information;
• The right to opt in or out of directory services;
• The process for obtaining consumer consent when entering a contract;
• Accessibility to itemised bills;
• Termination procedures.

Findings of the study

The MCA’s latest mystery shopping exercise highlighted significant progress in providers’ compliance with consumer protection rules compared to the previous year. However, it noted that some shortcomings persist, primarily due to minor omissions, human errors, and inconsistencies in adhering to established protocols.

The study identified gaps in contractual documentation, including missing details on Quality of Service (QoS) parameters, termination fees, and consumer remedies. It also found errors in contract summaries and inconsistencies in customer service interactions, such as instances where customer identities were not properly verified or where the purpose of required signatures was not clearly explained.

Additionally, the MCA reported that some facilities, such as online access to itemised bills and compliance with directory service preference requirements, were not always provided efficiently. While these issues were not systematic, the authority noted that they underscored the need for strengthened operational processes.

Corrective actions and provider cooperation

According to the MCA, mobile providers responded proactively to its feedback, addressing most shortcomings and committing to further improvements.

Key corrective actions taken included:

• Revising contractual templates to eliminate errors and ensure full disclosure of required information;
• Introducing new digital tools to enhance consumer accessibility;
• Amending internal protocols to clarify processes;
• Providing targeted staff training to address knowledge gaps.

The MCA stated that these measures reflect providers’ commitment to meeting regulatory obligations and improving the consumer experience. It added that where discrepancies persisted, providers have committed to working closely with the authority to implement long-term solutions.

Lastly, it affirmed that it will continue monitoring providers’ commitments to addressing any outstanding issues, with the aim of safeguarding consumer rights.