Issue link: https://maltatoday.uberflip.com/i/1544245
6 COMMERCIAL maltatoday | SUNDAY • 5 APRIL 2026 MCA publishes half yearly statistical report on complaints and enquiries for second half of 2025 THE latest edition of this bi- annual report shows that the MCA received a total of 55 complaints, an increase of 67% when compared to the first half of 2025. Of these, 88% were related to electronic commu- nications services (i.e. internet, TV, mobile and fixed telepho- ny), while the remaining 12% were related to postal services. In addition, the Authority re- ceived 285 enquiries on various matters related to the sectors it regulates. Billing was the most frequent- ly reported issue, accounting for 20 complaints. Of these 12 were deemed unjustified, as the charges in question had been correctly applied in line with the respective subscribers' contract. In the remaining 8 complaints, the respective providers were required to take remedial action and resolve the disputed charg- es. Other complaints concerned quality of service (18), termina- tion or switching between pro- viders (8) and contractual mat- ters (2). In terms of postal services, the MCA received 7 complaints during the second half of 2025. These cases were referred to the postal operator for investiaga- tion and resolution. As part of its mystery shopping programme aimed at monitor- ing customer care telephony re- sponsivess, the MCA conducted: 936 test calls to telecom ser- vice providers EPIC: 66% of calls answered within 5 minutes; 48% within 2 minutes GO: 86% within 5 minutes; 71% within 2 minutes Melita: 95% within 5 minutes; 87% within 2 minutes. 209 test calls to Maltapost 91% of the calls answered with- in 5 minutes, 64% within 2 min- utes. Throughout the second half of 2025, the MCA also carried out several initiatives to help consumers make informed choices and safeguard their rights. These focused on top- ics such as contract summary, number portability, roaming, scam prevention, and the use of the price comparison tool www.telecosts.com. These initiatives were dissem- inated via participation in vari- ous TV and radio programmes on Maltese local stations, the MCA's website and social me- dia channels. The MCA remains commit- ted to safeguarding consumer rights, enhancing service quali- ty, and ensuring that end-users continue to benefit from clear, transparent, and reliable com- munications services. The full report is accessible on the MCA's website.. The Convenience Shop (Holding) plc outlines its retail transformation strategy THE Convenience Shop (Hold- ing) plc has outlined its ongo- ing transformation into a mod- ern, technology-driven retail network, while reinforcing its long-term commitment to social responsibility and community wellbeing with the launch of the Sandra Calleja Foundation. Welcoming Prime Minister Robert Abela, together with directors, executive team and head ofice staf of The Conven- ience Shop (Holding) plc, CEO David Tabone explained how the Group's strategy focuses on strengthening its position as Malta's most accessible retail network. This is being achieved through continued investment in scale, operational eficiency and improved customer experience. With a growing network exceed- ing 100 shops across more than fifty localities, and nationwide de- livery through online platforms, it continues to evolve to better serve communities across Malta and Gozo. A key pillar of this transforma- tion is the transition towards the 'My' brand ecosystem, includ- ing MyConvenience and MyS- upermarket, designed to deliver a more personalised and clearly diferentiated retail experience. As part of this new visual brand- ing, a growing family of locally in- spired Maskotti characters have been created to reflect the unique identity of diferent Maltese local- ities, adding a distinctive and en- gaging dimension to the commu- nication. This evolution is further supported by ongoing investment in digital infrastructure, including the rollout of the MyRewards loy- alty programme and mobile app, enabling customers to benefit from rewards, improved conven- ience and enhanced engagement. Whilst expanding and upgrad- ing its retail network and in- creasing its online accessibility, the Group is also enhancing its product ofering through strategic partnerships with Maltese and international suppliers, while im- proving supply chain eficiencies, to deliver greater value, competitive pricing and a broader range of everyday essen- tials. The Sandra Calleja Foundation As part of its wider vision, the Group has formally established the Sandra Calleja Foundation (VO/2654), a public benefit, non- profit organisation dedicated to supporting education, healthcare, environmental sustainability and community development. The Foundation carries a deep- ly personal significance for Ivan Calleja – founder of the Group, as it honours the memory of his late wife Sandra, whose legacy has al- ready inspired meaningful social impact through initiatives such as the Convenience Shop for Put- tinu Cares, which was established following her passing at a young age after a battle with cancer. The Sandra Calleja Founda- tion will serve as a structured platform to support impactful initiatives through funding, part- nerships and community-driven programmes. The Foundation will collaborate with public, pri- vate and voluntary organisations, while also organising events and initiatives aimed at delivering meaningful and measurable so- cial impact. Chaired by H.E. Marie Louise Coleiro Preca and supported by a Board of Administrators and Su- pervisory Council, the Founda- tion is designed to ensure strong governance, transparency and accountability, with audited ac- counts published annually. The launch of the Foundation represents a natural evolution of the Group's longstanding com- mitment to corporate social responsibility, aligning its con- tinued business growth with a long-standing commitment to community care. As part of its wider vision, the group has formally established the Sandra Calleja Foundation