Freedom of Information Act

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FOI Act

The Freedom of Information Act (Cap. 496) aims to establish a right to information held by public authorities in order to promote added transparency and accountability in Government.

In terms of article 17(1) of the Freedom of Information Act, every relevant public authority shall publish information describing the authority’s structure, functions and responsibilities together with a general description of the categories of documents held and a description of all manuals and similar types of documents which contain policies, principles, rules or guidelines in accordance with which decisions or recommendations are made in respect of members of the public.

Arms Ltd:

ARMS provides billing, collections and customer care services to the public through the following functional departments:

• Meter reading
• Billing
• Cash Office
• Debt Management
• Customer Care
• Call Centre
• Business Intelligence
• Corporate Office

Freedom of Information Act (Cap. 496)

Details of Internal Complaints Procedure:

An applicant whose request for information is refused, or who is otherwise not satisfied with the information provided, its format or the extension of the deadline for the submission of the notification indicating whether a request would be met or not, may address a complaint to ARMS Ltd.

The complaint should be addressed to the FOI Officer or Alternate FOI Officer, who shall bring the complaint to the attention of the officer responsible[1]. The officer responsible shall reply to the applicant within 10 working days from the receipt of the complaint. The applicant shall also be informed that he or she may appeal the decision or otherwise address a complaint to the Information and Data Protection Commissioner in accordance with the Freedom of Information Act (Cap. 496 of the Laws of Malta).

The officer responsible shall inform the applicant of the decision taken with respect to his or her complaint, and in the event of confirmation of a decision not to release the pertinent information, shall explain the reasons thereof. Whenever the applicant’s complaint is related to the format of the information provided or to an extension of the deadline for the submission of the notification indicating whether a request would be met or not by ARMS Ltd, and the original decision is upheld, the applicant shall be given an explanation as to why his or her complaint cannot be positively addressed.

An applicant may also make use of the Internal Complaints Procedure to report failure to meet deadlines or to send notifications. In those cases where the request for information can be met, but has not been met within the deadlines specified by the Act, the officer responsible shall waive any applicable fees for the submission of information.



Other info:

ARMS customers may visit the following Customer Contact Centres:

Gattard House, National Road, Blata l-Bajda, Malta
ARMS Office, Old Bakery Street, Valletta, Malta
ARMS Offices, By the Bastion Road, Victoria, Gozo

Opening Hours Monday to Friday:
Winter - 8am till 1.30pm
Summer – 8am till noon

Call Centre

Between 8am and 4pm our Freephone 8007 2222 is available for assistance regarding queries related to your service or bill.

Our email address is customercare@arms.com.mt

Payment Modalities - By cheque, Direct debit, Malta Post offices, Online payments, Portal, Internet banking

Cheques made payable to ARMS Ltd, P.O. Box 63, Marsa MRS 1000

Availability of Billing Forms are available on www.smartutilities.com.mt

Forms are uploaded and available on our portal stated above. Such forms can be made available to us so that we can distribute them from our offices in Blata l-Bajda, Valletta and Gozo

Request in terms of the Freedom of Information Act can be made by e-mail foi.arms@arms.com.mt or presented at ARMS Ltd., Gattard House, National Road, Blata l-Bajda. Requests are to be addressed to the The Freedom of Information Officer.

Forms for Freedom of Information requests can be downloaded from here. Hard copies of forms are also available from ARMS Ltd., Gattard House, National Road, Blata l-Bajda.