When you have a complaint
If you are not satisfied with the service given or product purchased, first you should always contact the trader about your complaint. In many cases the trader will be able to rectify matters without the need for you to take matter any further.
What you should do when complaining:
State your name, postal and e-mail addresses, and the phone number where you can be reached during the day If possible identify the trader’s representative with who you were dealing Explain your problem clearly. Don’t go into any great detail unless necessary. State the facts clearly, highlight the shortcomings and most important of all specify what remedy you are seeking.
Ask for action within a specific period of time.
Keep a copy of any written communication you have with the trader.
If matters remain unresolved
If after you have contacted the trader and exhausted that his/her complaint handling process you are still not satisfied with the response and/or remedies offered, you can then consider contacting l-Ghaqda sbout your complaint contacting us on firstname.lastname@example.org or by phoning us on 21239091.
Ghaqda will normally intervene only after you raise the complaint with the trader and notwithstanding failed to resolve matters.
What can Ghaqda do?
If Ghaqda believes that you have a valid claim, it will communicate with the trader and attempt to resolve matters amicably. If the trader remains adamant and refuaes to give adequate remedies, Ghaqda may then assist you in taing your case before the Consumer Claims Tribunal (where monetary value is of less than €3500), and/or before the competent regulatory body if the act/omission of the trader relates to a breach of a law by a specific public authority.
47A, South Street, Valletta, Malta
Office Hours : Wednesdays 10:00am – 12:00pm
Tel: +356 21239091