Melita has been independently assessed by the Malta Communications Authority (MCA) as the best-performing internet and mobile operator in Malta on key service metrics, according to the regulator’s End-User Half Yearly Report for July to December 2025. For B2B clients, the headline matters less than what it signals about the organisation behind your business communications.
What the MCA assesses
The MCA is Malta’s independent regulator for electronic communications. Twice a year, it publishes the End-User Half Yearly Report, which benchmarks every licensed internet and mobile operator on the island using common, like-for-like measures, including the volume and category mix of customer complaints, the speed at which operators respond to incoming calls and how those complaints are ultimately resolved.
For Maltese businesses, the report is one of the few independent windows into how each operator runs its day-to-day operation.
How Melita is performing
In the most recent half-yearly assessment, Melita came out top of the three operators on the metrics the regulator publishes:
• Lowest total complaint volume: 4 complaints against Melita, compared with 14 against GO and 30 against Epic.
• Fastest call response: 95% of incoming customer calls answered within two minutes.
These measures are consumer-facing by design, covering the residential side of operators’ books. But they do not appear by accident: they reflect underlying organisational health which of course is of great relevance to our B2B clients.
Why a strong regulatory assessment is a B2B signal
A regulator’s view of an operator is independent, made to reward process maturity, organisational discipline and accountability, the same qualities that determine whether your business gets the response, the uptime and the escalation handling you expect.
When the regulator’s data shows that we run a tight ship, what we hear is that the processes we use to prevent issues before they occur are working; that the escalation paths we rely on when things do go wrong are well rehearsed and well-staffed; and that the teams, training and tools we put behind them are aligned around a single standard.
These are the operational foundations that sit underneath every business SLA we sign.
How Melita Business performs for B2B clients
The MCA report covers consumer-facing measures across every operator. What it does not show is the layer of service standards we hold ourselves to for business clients specifically. Here is how our Business Support Team is performing:
• Average Speed of Answer (ASA): 30 seconds.
• Service level: 84% of calls answered within a minute.
• Email response: within 4 hours.
• CSAT (Customer Satisfaction): 9.3 out of 10.
• Transactional NPS (tNPS): 73%
In plain terms: most B2B calls are picked up in under half a minute, the large majority are answered inside the first minute, emails get a substantive response within four hours and the businesses we serve consistently rate the experience top of class on both satisfaction and willingness to recommend.
What sits behind the numbers
Behind those numbers is a service experience built around business needs:
• A dedicated Business Support Team that understands business-critical use cases and the urgency they carry.
• Named account management and a single point of contact for the lifetime of your account.
• Business-grade SLAs with clearly defined response and resolution targets.
• Prioritised support routing for business incidents, separate from residential traffic.
• Direct engineering escalation paths when the situation demands it.
A B2B partner is only ever as reliable as the organisation behind it and that organisation has just been independently judged to be the most responsive, with the least complaints.
How does the MCA assess Malta’s communications operators?
The Malta Communications Authority publishes a biannual End-User Half Yearly Report that benchmarks licensed internet and mobile operators on key service measures, including complaint volumes, complaint categories, call response times and complaint resolution.
How did Melita perform in the latest MCA assessment?
In the report covering July to December 2025, Melita recorded the lowest complaint count of the three Maltese operators (4, compared with 14 for GO and 30 for Epic) and answered 95% of incoming customer calls within two minutes: the fastest response on the island.
Why does Melita’s regulatory performance matter for B2B customers?
The MCA’s published metrics are consumer-facing, but they are a strong signal of organisational health: the processes, training, escalation paths and tooling that determine whether an operator can be relied on. The same operational foundation underpins our business-grade SLAs and B2B service standards.
What service standards does Melita Business hold for B2B customers?
Melita Business holds specific service standards for B2B clients: an Average Speed of Answer of 30 seconds, 84% of calls answered within a minute, email replies within four hours, a CSAT score of 9.3 out of 10, and a transactional NPS of 73.
What does Melita Business provide on top of standard support?
Melita Business clients have access to a dedicated Business Support Team, named account management, business-grade SLAs, prioritised support routing, and direct engineering escalation paths designed specifically for business-critical use cases.