Dispute Resolution
The Regulator for Energy and Water Services receives and considers disputes that may arise between a consumer and an authorised provider.
An “authorised provider” means any natural or legal person irrespective of whether privately or publicly owned, who is acting, including through any person acting in his name or on his behalf, for purposes relating to his trade, business, craft or profession who has a valid authorisation to operate, provide or carry out any activity or operation or to provide any service relating to energy and energy and water services
To submit a complaint regarding a dispute with a REWS’ authorised provider under the Dispute Resolution (Procedures) Regulations (S.L.545.30), you should have first filed your complaint with such authorised provider and have exhausted the complaints handling process of the authorised provider to settle your dispute.
To file a complaint, you may either download the Complaint Form below or complete and submit the electronic form. Kindly ensure that all sections of the form are fully completed and typed or handwritten in block letters. Note that the review of your complaint may be delayed if any section is not completed in full and/or not accompanied by all relevant documentation and correspondence with the authorised provider against whom you are submitting your dispute.
Complaint Form
- Notice of Dispute Application e-Form
- Notice of Dispute Application Form (English PDF Version) REWS/209/v2-04-03/20
- Notice of Dispute Application Form (Maltese PDF Version) REWS/209/v2-04-06/20
Dispute Resolution (Procedures) Regulations
- Details / number of Identity card or passport;
- Handwritten signature of applicant required on the application form;
- In the case of complaints related to electricity and water services, if the complainant is not the registered account holder with ARMS Ltd., a signed document from the account holder, stating that the complainant has permission to act on their behalf in relation to this complaint is required to be submitted.
- In the case of a company or Legal organisation the details of the Legal Representative should be submitted.
- Signed application form.
- Any documents to support the complaint e.g. bills, copies of correspondence, photographs of installation, and any other relevant information and documentation that the complainant considers relevant to be taken into account in the evaluation of the complaint should be submitted with the complaint.
- In the case of a complaint against an Authorisation A or Authorisation B holder (electrician), in relation to electrical installation works, copies of the following documents should be submitted (if available):
- any pre-works agreement including any design of electrical installation drawings and Bill of Quantities issued by the authorised provider for the installation works;
- photos of the alleged malpractice in the electrical installation works;
- any test certificates / schematics / drawings provided by the authorised provider;
- any third-party independent certification and/or reports of the installation works;
- details regarding the intended use of the installation provided to the Authorisation A and Authorisation B holder (electrician).
In the case of a complaint against an Authorisation A or Authorisation B holder (electrician), in relation to electrical installation works, an inspection of the electrical installation may be required to be carried out by the Regulator of Energy and Water Services. In such an event, the cost for such inspection shall be borne by the Regulator where the alleged malpractice is confirmed. In all other cases the Regulator shall be reimbursed for all inspection costs by the Complainant.
Not applicable
The Dispute Resolution (Procedures) Regulations (S.L.545.30) establish that the Regulator shall conclude dispute resolution proceedings under this regulation expeditiously within a time-frame of ninety calendar days starting on the date on which the Regulator has received the complete complaint file including all relevant documentation pertaining to that complaint, and ending on the date on which the outcome of the dispute resolution proceeding is made available.
In certain exceptional cases of a highly complex nature, including where one of the parties is unable, on justified grounds, to take part in the dispute resolution proceeding, the Regulator may extend the time-frame for the purpose of undertaking an examination of the case in question.
In general, the Maltese Administrative Law establishes that in the absence of a reply this is construed to be tantamount to a refusal and the applicant has a right to appeal
Any decision taken by the Regulator, including refusal of an application for or withdrawal of an authorisation or a licence, may be subject to appeal before the Administrative Review Tribunal established by Article 5 of the Administrative Justice Act.
Contact details:
You may submit this Complaint Form together with all associated documentation referred to in the Complaint Form either by email at enquiry@rews.org.mt or send by post to:
Regulator for Energy and Water Services,
Zentrum Business Centre
Level 1
Mdina Road
Qormi, QRM 9010
Malta.
