Consumers’ Association says GO’s discriminatory €2 fee on bills must be removed

The Consumers Association has called on the Consumer Authority (MCCAA) and telecoms firm GO to ensure the discontinuation of discriminatory practices of a €2 fee charged on bills received by mail.

After complaints led to talks in August 2015 held between GO and the MCCAA, the company agreed to remove all the charges in relation to payment mechanisms, and as from December, all GO customers are no longer paying extra charges even if they opt not to pay their bills via direct debit.

On printed bills GO said it would provide “clear and prominent information on such charges in all advertising media and commercial communications, with the exception of those aired on radio considering the limitations thereof.”

But the Consumers’ Association said that the statement, especially the last sentence referring to printed bills sent by post, does not specifically state that there will be no charges for this form of payment.

“It only states that info regarding this form of payment will be made public. This statement is very misleading, ambiguous and provides conflicting information.  GO customers need clarification, since many are claiming that they are paying an extra €2 for receiving bills by post, since they do not have access to Internet facilities, which leaves them no option but to receive the bill by post,” the CA said.

“The recent advertising by GO offering ‘free’ electronic services starting on March 2016 is futile for people who are not computer literate or who do not even own a computer. This sector consists, most probably, of the elderly and people who are within the risk of poverty.”

The CA said it was a shame that the wording in the agreement reached with MCCAA does not take into consideration the limitations of this sector of the Maltese community that use the services of GO, but who have no access to the internet, and therefore are ‘penalised’ by having to pay €2.

“GO plc are obliged to satisfy their clients with providing a complete service according to individual needs within different sectors of the general public. At this point one might even ask what is GO plc doing to address this issue? This is definitely a case of discrimination,” the CA said.

Reply from the Malta Communications Authority as per Press Act

With reference to the article of 18 February 2016, yje Malta Communications Authority (MCA) would like to distinguish between two separate and distinct charges mentioned in the article, namely: (i) billing charges, and (ii) methods of payment charges.

The MCA would like to remind the general public that with reference to billing charges, towards the end of 2015, it launched a consultative process specifically addressing the issue of paper bill charges applied in the electronic communications sector. The MCA sought views on proposed measures that would enable subscribers to have access to their bills in a medium that they can access free of charge.

One measure in particular proposed that post-paid subscribers, who do not have access to the internet, are provided the possibility of receiving their ‘standard bills’ in hard copy format, free of charge.

This measure is also being extended to telephony services, where it is being proposed that post-paid subscribers, having no access to the Internet can obtain their itemised bills, in hard copy format, free of charge.

The Authority’s final decision on the subject is expected to be published in the coming months.

On the other hand, the issue of ‘methods of payment charges’, in this case charges applied to subscribers who opt to pay their bills via alternative means other than direct debit, falls outside of the MCA’s remit and is being addressed by the Malta Competition and Consumer Affairs Authority (MCCAA) which is to date the competent Authority responsible from this matter.

Sharon Scerri
Coordinator:  Media Relations & Online Communications