FAQs
The Customer Support Unit within the Department for Local Government – Monitoring & Support will help you direct your complaint to the right entity and through the proper channels. This may include determining whether a particular street is under the jurisdiction of a Local Council or Central Government or if the responsibility for a public service, such as the upkeep and maintenance of traffic signs and road markings in a particular road lies within the Council or any other Government entity.
You can make a complaint online, by telephone, by calling personally, or by sending a written complaint, as follows:
Customer Support Unit address:
Local Government Division, 26, Archbishop Street, Valletta VLT 1000
Opening Hours:
1 Oct -15th June (Winter Time)
Monday to Friday from 8.30 am to 3.00 pm
16th June – 30th Sept (Summer Time)
Monday to Friday from 8.00 am to 3.00 pm
Telephone: (+356) 22052300 / (+356) 22052353
E-mail: customercare.dlg@gov.mt
Each incoming request for information or guidance received through e-mail will be checked and acknowledged within twenty-four (24) hours from the time they are received. Whenever a request that is received is not fully complied with, the client shall be duly informed of the required missing data/documentation, within twenty-four (24) hours from the time of the receipt of the request.
Incoming requests/queries which can be addressed by the receiving organization, and decisions thereof do not require further internal/external consultation, shall be replied within twenty-four (24) hours from their receipt.
Incoming complaints/queries which are of a complex nature and/or require consultation with internal/external stakeholders and therefore cannot be replied to within the timeframes stipulated above, shall still be acknowledged.
If for any reason beyond our control, your complaint cannot be dealt with, you will be duly notified and if there lies any alternative redress then this will be indicated.
Yes you are. However, it is your responsibility to see that permission is sought from the person that you are acting on behalf of, before we can release any information.
If the complaint concerns the same subject matter of the legal action, then we will not be able to follow-up your complaint.
