Improved service at ARMS, finance minister says

Finance minister Tonio Fenech announced a drastic improvement in the service being offered by Enemalta’s and the Water Services’ billing company ARMS.

He said average waiting time at the WSC headquarters, where ARMS handles billing, had decreased from 1 hour and a half, to 35 minutes. A fast-track counter was created for customers with minor issues.

He also said customers can benefit from a 2% discount by paying their energy bills via direct debit.

Fenech said the billing system had improved with regular bills issued every two months, leading to a 25% decrease in people coming to the Luqa billing office. Around 230 people a day come to the ARMS office, and its call centre receives 830 calls every day.

Calls to the call centre lasted on average four minutes, and response to emails occurred within 2 days in 75% of cases. The rest were answered within five days.

57,000 smart meters have also been installed to date, with Mdina and Manikata already fully operational with the new meters. They are now being implemented in Zurrieq, which has 3,000 households.

Refurbishments have begun on the new centre at Gattard House, which will be more convenient for customers to use as it is in a more central location. Completion of the centre is due in mid-summer. 

ARMS is also providing payment services from any post office and is in talks to extend services to local councils. 

A website is to be launched which will allow customers to check consumption on an hour-by-hour basis.