Contact with the Regulator
The Regulator for Energy and Water Services (REWS) is dedicated to upholding transparency, accountability, and excellence within the energy and water sectors.
REWS accepts and investigates complaints or reports related to these services, ensuring consumers and the general public have a clear and effective channel for addressing concerns and reporting irregularities. This procedure is distinct from customer requests for resolutions against authorised providers holding valid authorisations to operate, provide services, or carry out activities related to energy and water services.
This section outlines the process for handling complaints and investigating alleged irregularities. By addressing your concerns, REWS aims to build trust and continuously improve the quality of services delivered by regulated providers.
We encourage all consumers and users to share feedback or report issues using this platform. Together, we can promote fairness, identify areas for improvement, and uphold the highest standards of quality, safety, and reliability in these essential services.
REWS Act and all subsidiary legislation that falls under the Act.
To ensure efficient processing, the following details must be provided:
- Contact details of the person submitting the complaint or report.
- Information about the person or entity allegedly involved in the irregularity.
- A clear description of the complaint, report, or irregularity, including relevant locations.
Where applicable, individuals are encouraged to submit any evidence or supporting details they may have gathered.
No fees are applicable for submitting complaints or reports.
Penalties imposed on defaulters will be determined based on relevant legislation or the conditions of the authorisation.
Although no fixed deadlines are stipulated by law, REWS strives to conclude investigations within 15 calendar days from the receipt of a complete complaint. All complaints and reports are acknowledged within 2 calendar days.
In cases of high complexity or justified delays by any party involved, the timeframe may be extended to facilitate a thorough examination of the case.
Under Maltese Administrative Law, a lack of response from the Regulator is generally deemed a refusal. Complainant have the right to appeal such decisions.
Decisions taken by the Regulator, including refusals to investigate or follow up, can be appealed before the Administrative Review Tribunal, as established under Article 5 of the Administrative Justice Act.
You may submit your complaint / report through the following channels:
- Phone: 22955000
- Email: enquiry@rews.org.mt
- Contact Us: Click here
- Postal Address:
Regulator for Energy and Water Services
Zentrum Business Centre, Level 1
Mdina Road
Qormi, QRM 9010
Malta
