How to lodge an Enquiry

Prior to lodging an enquiry or a complaint, please visit our Frequently Asked Questions (FAQ).  

If your enquiry is not covered by the FAQs, please complete the Contact Form 


Customer Care Operating Hours

 

 

  • Call us on:
    • Telephone : (+356) 212 244 21

    Freephone: (+356) 800 722 44 *

    Telephone lines are open on Monday to Friday (excluding Public Holidays) from 8.30 a.m. till 2.30 p.m. and Saturday (excluding Public Holidays) 7.30 a.m. till 12.30 p.m.

 

  • You may also visit our head office in Marsa from Monday to Friday between 8.00 a.m. and 4.00 p.m. (excluding Public Holidays)

 

  • Otherwise you may send a letter to MaltaPost p.l.c., Customer Care, 305, Triq Hal-Qormi, Marsa MTP 1001

 

Enquiry / Complaint Forms may be downloaded below:

 

Customer Enquiry Form

Formola ghal Stharrig

 

Customer Complaint Form

Formola ghal-Ilment

 

Kindly note that Enquiries / Complaints can only be made up to six months from date of posting.


CATEGORIES OF COMPLAINTS


• Delay (Delay is taken to mean an interval of four or more working days after mailing of postal item)

  • Loss or substantial delay
  • Damage
  • Change of address
  • Mail delivery or collection
  • Mis-delivery
  • Access to customer service information
  • Access to postal services
  • Behaviour and competence of postal personnel
  • Post Office counter service waiting times
  • Treatment of complaints


OUR COMMITMENT

 MaltaPost p.l.c. will endeavour to finalise your Enquiry / Complaint :

• Within seven days from receipt for items posted locally.

  • Within 90 days from receipt for items posted Internationally (unless circumstances beyond our control prevent us from doing so given we depend on other Foreign Postal Administration).

In the case of Postal Orders and Money Orders, the Enquiry may take longer to process due to the longer validity periods.

POSTAL ORDERS - Valid for up to six months from date of postmark.

MONEY ORDERS - Valid for up to two months from date of postmark.


OTHER FORMS OF REDRESS

Customers may seek other forms of redress or independent advice,  including assistance from the Consumer and Competition Division or the Malta Communications Authority, when the mechanics of MaltaPost's established code of practice have been exhausted without resolution of the complaint.

 LIMITS OF SIZE AND WEIGHT

 1. Postal Articles

Size 

 

 Maximum Weight

 

 MAXIMUM

 Minimum

 

 Letters

Length, width and depth combined 900mm but the greatest dimensions may not exceed 600mm 

 140 x 90 mm

 2Kg

 Printed Papers

 - do -

 - do -

 2Kg

 Articles for the use of the blind

 - do -

 - do -

 7Kg

 Postcards

 148 x 105 mm

 - do -

 -

 Parcels

 1.05 m in length and 2 m in length and girth combined

 - do -

 20Kg


  The limits of size of postal articles in the form of a roll shall be as follows:-

(a) Maximum - length plus twice the diameter 1040 mm but the greatest dimension may not exceed 900 mm;

(b) Minimum - length plus twice the diameter 170 mm but the greatest dimension may not be less than 100 mm.

 

*Subject to terms and conditions by the service provider. This number is free when calling from a fixed line.