Malta Competition and Consumer Affairs Authority (MCCAA)

Mizzi House, National road
HMR9010 Blata L Bajda
Malta

Contact information

Email address: [email protected]

Website: https://adr.mccaa.org.mt

Phone: +356 23952000

The entity is competent for disputes in the following sectors:

• Consumer Goods and services
• Water
• Electricity
• Gas
• Other energy sources

The entity is competent for disputes initiated by Consumers against traders (C2B)

The entity is competent for disputes against traders established in Malta

Fees

No fees have to be paid by the consumer or the trader

Language(s)

• English
• Maltese

The procedure has an average length of ninety (90) days

The procedure is done in writing, orally

The entity requires the physical presence of the parties and/or their representative in some cases

Outcome of the procedure

A written agreement between the parties which shall have the legal effect of a private writing.

Grounds for refusal

• The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
• The dispute is frivolous or vexatious
• The complaint is being or has previously been considered by another dispute resolution body or by a court
• The consumer has not submitted the complaint to the dispute resolution body within two (2) years from the date upon which the consumer submitted the complaint to the trader
• Dealing with the dispute would otherwise seriously impair the effective operation of the dispute resolution body

Address

202/2, Vincenti Buildings, Old Bakery Street,
Valletta, VLT1453
Malta

Contact information

Email address: [email protected]

Website: http://www.facebook.com/AdrMaltaCentre

Phone: +356 79014837

Fax: +356 21339198

The entity is competent for disputes in the following sectors

Consumer Goods and services

The entity is competent for disputes initiated by consumers against traders (C2B)

The entity is competent for disputes against traders established in Malta

Fees

€35.40 standard fee to be paid by the consumer

€59 per hour paid in equal by the Consumer and the trader, whatever the value of the goods or services involved

Language(s)

• English
• Italian
• Maltese

The procedure has an average length of 30 day(s)

The procedure is done in writing, orally

The entity requires the physical presence of the parties and/or their representative in some cases

Outcome of the procedure

The procedure is binding upon agreement by one or both parties

Grounds for refusal

• The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
• The dispute is frivolous or vexatious
• The complaint is being or has previously been considered by another dispute resolution body or by a court
• The value of the claim is below or above the required threshold

Address

First Floor, St. Calcedonies Square,
Floriana, FRN1530
Malta

Contact information

Email address: [email protected]

Website: https://www.financialarbiter.org.mt 

Phone: +356 21249245

Fax: +356 21249245

The entity is competent for disputes in the following sectors

• Financial Services – Payment account and payment services
• Financial Services – Credit (excluding mortgage/home loans)
• Financial Services – Mortgages / Home loans
• Financial Services – Savings
• Financial Services – Other
• Investments, pensions and securities
• Non-life Insurance – Home and property
• Non-life Insurance – Transport

The entity is competent for disputes initiated by consumers against traders (C2B)

The entity is competent for disputes against traders established in Malta

Fees

The fee of EUR 25 has to be paid by the consumer, which is reimbursable in full if:

the complainant decides to withdraw his or her complaint 

the parties involved in the complaint agree on a settlement of the dispute.

Language(s)

English

Average length of the procedure (in days or months)

The procedure has an average length of 90 day(s)

Procedure

The procedure is done in writing, orally

The entity requires the physical presence of the parties and/or their representative in some cases

Outcome of the procedure

The procedure is binding on consumers and traders

Grounds for refusal

• The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
• The dispute is frivolous or vexatious
• The complaint is being or has previously been considered by another dispute resolution body or by a court
• The consumer has not submitted the complaint to the dispute resolution body within the required time limit

Address

189/1 The Strand,
Gzira, GZR 1024
Malta

Contact information

Email address: [email protected]  

Website: https://eadr.org

Phone: +356 277 801 56

The entity is competent for disputes in the following sectors

Gambling, lotteries

The entity is competent for disputes initiated by consumers against traders (C2B)

The entity is competent for disputes against traders established in Malta

Fees

No fees have to be paid by the consumer

Fees have to be paid by the trader

Language(s)

The entity is handling the procedure in the following languages:

English

German

Average length of the procedure (in days or months)

Procedure

The procedure has an average length of 90 day(s)

The procedure is done in writing

The entity does not require the physical presence of the parties and/or of their representative

Outcome of the procedure

The procedure is binding on consumers and traders

Grounds for refusal

• The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
• The dispute is frivolous or vexatious
• The complaint is being or has previously been considered by another dispute resolution body or by a court
• The value of the claim is below or above the required threshold
• The consumer has not submitted the complaint to the dispute resolution body within the required time limit
• Dealing with the dispute will seriously affect the functioning of the dispute resolution body

Address

77, Windsor Street,
Sliema, SLM 1853
Malta

Contact information

Email address: [email protected]

Website: http://www.ecogra.org

Phone: +44 9(0)2078871480

The entity is competent for disputes in the following sectors

Gambling, lotteries

The entity is competent for disputes initiated by consumers against traders (C2B)

The entity is competent for disputes against traders established in Malta

Fees

No fees have to be paid by the consumer

Fees have to be paid by the trader

Variable fee

Fees details:

depending on the retainer agreed with the operator

Language(s)

English

Average length of the procedure (in days or months)

The procedure has an average length of 90 day(s)

Procedure

The procedure is done in writing, orally

The entity requires the physical presence of the parties and/or their representative in some cases

Outcome of the procedure

The procedure is binding upon agreement by one or both parties

Grounds for refusal

• The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
• The dispute is frivolous or vexatious
• The complaint is being or has previously been considered by another dispute resolution body or by a court
• The value of the claim is below or above the required threshold
• The consumer has not submitted the complaint to the dispute resolution body within the required time limit
• Dealing with the dispute will seriously affect the functioning of the dispute resolution body

Address

Suite 7, San Michel Building,110, St. George’s Street,

St. Julians, STJ 3203
Malta

Contact information

Email address: [email protected]

Website: https://madre-online.eu/

Phone: +356 20341563

The entity is competent for disputes in the following sectors

Gambling, lotteries

The entity is competent for disputes initiated by consumers against traders (C2B)

The entity is competent for disputes against traders established in Malta

Fees

No fees have to be paid by the consumer

Fees have to be paid by the trader

Language(s)

English

German

Maltese

Procedure

 Average length of the procedure (in days or months)

The procedure has an average length of 90 day(s)

The procedure is done in writing, orally

The entity requires the physical presence of the parties and/or their representative in some cases

Outcome of the procedure

The procedure is binding upon agreement by one or both parties

Grounds for refusal

• The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
• The dispute is frivolous or vexatious
• The complaint is being or has previously been considered by another dispute resolution body or by a court
• The value of the claim is below or above the required threshold
• The consumer has not submitted the complaint to the dispute resolution body within the required time limit
• Dealing with the dispute will seriously affect the functioning of the dispute resolution body

Address

First Floor, Victoria Building, Ghenieq Street,
Naxxar, NXR 3622
Malta

Contact information

Email address: [email protected]  

Website: http://www.adrbypardee.eu

Phone: +356 21433000

The entity is competent for disputes in the following sectors

• Consumer Goods and services
• Education
• Energy and Water
• Health
• Leisure Services
• Postal services and electronic communications

The entity is competent for disputes initiated by both consumers and traders (C2B and B2C)

The entity is competent for disputes against traders established in

• Austria
• Belgium
• Bulgaria
• Croatia
• Cyprus
• Czech Republic
• Denmark
• Estonia
• Finland
• Germany
• Greece
• Hungary
• Iceland
• Ireland
• Italy
• Latvia
• Liechtenstein
• Lithuania
• Luxembourg
• Malta
• Netherlands
• Norway
• Poland
• Portugal

Fees

No fees have to be paid by the consumer

Fees have to be paid by the trader

Language(s)

English

Italian

Maltese

The procedure has an average length of 90 day(s)

The procedure is done in writing, orally

The entity requires the physical presence of the parties and/or their representative in some cases

Outcome of the procedure

The procedure is binding upon agreement by one or both parties

Grounds for refusal

• The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
• The dispute is frivolous or vexatious
• The complaint is being or has previously been considered by another dispute resolution body or by a court
• The value of the claim is below or above the required threshold
• The consumer has not submitted the complaint to the dispute resolution body within the required time limit
• Dealing with the dispute will seriously affect the functioning of the dispute resolution body

Address

4, Level 1, Triq Sant’ Ubaldeska
PLA 1400 Paola
Malta

Contact information

Email address: [email protected]

Website: https://thepogg.com/

Phone: +356 99307693

Fax: +356 99307693

The entity is competent for disputes in the following sectors

Leisure Services

Gambling, lotteries

The entity is competent for disputes initiated by Consumers against traders (C2B)

The entity is competent for disputes against traders established in

• Austria
• Belgium
• Bulgaria
• Croatia
• Cyprus
• Czech Republic
• Denmark
• Estonia
• Finland
• France
• Germany
• Greece
• Hungary
• Ireland
• Italy
• Latvia
• Lithuania
• Luxembourg
• Malta
• Netherlands
• Poland
• Portugal
• Romania
• Slovakia
• Slovenia
• Spain
• Sweden

Fees

No fees have to be paid by the consumer

No fees have to be paid by the trader

Language(s)

The entity is handling the procedure in the following languages:

English

The entity accepts submissions in the following languages:

English

The procedure has an average length of 36 day(s)

The procedure is done in writing

The entity does not require the physical presence of the parties and/or of their representative

Outcome of the procedure

The procedure is binding upon agreement by one or both parties

Grounds for refusal

• The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
• The dispute is frivolous or vexatious
• The complaint is being or has previously been considered by another dispute resolution body or by a court
• The value of the claim is below or above the required threshold
• The consumer has not submitted the complaint to the dispute resolution body within the required time limit
• Dealing with the dispute will seriously affect the functioning of the dispute resolution body