Billing

Billing Questions

  1. 11. Billing Questions
  2. 11.1. Has my Account Number Changed? How will this affect me?
  3. 11.2. I have paid my bill by post but I have not received a receipt. How can I verify that this payment has been registered?
  4. 11.3. Am I being charged interest on my account? How is this being calculated?
  5. 11.4. If I am contesting a bill, will I still be charged interest on the outstanding amounts under contestation?
  6. 11.5. How is eco-reduction calculated?
  7. 11.6. What is “Number of Persons” registered on my account?
  8. 11.7. I would like to enquire about the number of persons registered on my account. How can I do this?
  9. 11.8. The Number of Persons registered on my account is incorrect. How can I update it?
  10. 11.9. I have been receiving several bills calculated on a wrong Number of Persons amount. Can these bills be revised accordingly when I update the Number of Persons?
  11. 11.10. Can a person be registered on more than one account?
  12. 11.11. What happens to my Number of Persons subsidy if I try to register a person to more than one account?
  13. 11.12. What is the difference between a domestic and residential account?
  14. 11.13. I haven’t received a bill for over two months. What can I do?
  15. 11.14. I would like an up to date bill. Is this possible?
  16. 11.15. What should one do if s/he was paying the domestic rate at the time s/he was entitled to pay the residential rate?
  17. 11.16. What is the Form H1?
  18. 11.17. How should Form H1 be completed?
  19. 11.18. What documentation is needed when submitting the claim?
  20. 11.19. What happens in cases where a prior application to be charged the residential rate had not been submitted?
  21. 11.20. Where to submit the Form H1?
  22. 11.21. I do not have any document in support of my claim. Am I entitled to submit Form H1?
  23. 11.22. How will ARMS Ltd process the claims?
  24. 11.23. What is the effect of a decision by ARMS Ltd on my claim for redress?
  25. 11.24. I would like to know my outstanding balance?
  26. 11.25. I would like a copy of my last bill. Is this possible?
  27. 11.26. I need more information regarding older bills and payments. What can I do?
  28. 11.27. I would like to receive my bill at a different address. Is this possible?
  29. 11.28. I would like to update my service address. Is this possible?
  30. 11.29. I have agreed an installment plan with ARMS Ltd such that I can pay my bill in instalments. Will I still being charged interest on late payments?
  31. 11.30. What are Utility vouchers? Who issues them?
  32. 11.31. Are vouchers redeemable with am instalment plan?
  33. 11.32. If I have a Smart Meter will this affect my bill?

11   Billing Questions

11.1   Has my Account Number Changed? How will this affect me?

As from 1st January, 2010, your Utility Account number has changed. Your customer details and balances have not been affected by this change. You will need to refer to your new account number when calling us. The change is clearly indicated in the first bill you will receive in 2010).

11.2   I have paid my bill by post but I have not received a receipt. How can I verify that this payment has been registered?

As from 1st January, 2010, you will only be given a bill receipt if you pay across the counter at our Customer Centre Offices. Nevertheless your payment will show up on your next bill in your account history.

11.3   Am I being charged interest on my account? How is this being calculated?

As from the 1st January, 2010, interest at 6% per annum will be charged on balances outstanding forover 45 days from the date of invoice. Interest is charged for outstanding balances in three cases :-(1) if the bill is issued on actual readings, (2) if the bill is issued on readings provided by the consumer, or (3) if the bill is a bi-yearly bill, i.e. has been issued following a visit by a meter reader. In the third case, interest is still charged if the bill is issued on estimate readings due to no access to the electricity and/ or water meter(s). The interest on late payments will be calculated as from 15 days after date of invoice. Interest is only applicable for unpaid invoices issued after 31st December, 2009. The Company may suspend your Utility services if bills remain unpaid. In the case of a service suspension, charges will apply as per Electricity Supply Regulations and Water Supply Regulations.

11.4   If I am contesting a bill, will I still be charged interest on the outstanding amounts under contestation?

If there is a base for contestation you won’t be charged interest

11.5   How is eco-reduction calculated?

Your eco-reduction is calculated on the number of registered consumers on your account. If your electricity account has one registered consumer and you consume less than 2000 electricity units during the whole year, a reduction of 25% on the electricity bill will apply. For residences with more than one person registered on the account, and where consumption is less than 1,750 units per person, a reduction of 25% per person will apply on the first 1,000 units and a further 15% per person will apply on the remaining 750 units.

11.6   What is “Number of Persons” registered on my account?

The number of persons living in a premise should be registered on the billing account referring to the premise. This information will be displayed at the right hand top corner of your electricity & water bill. This information will have an impact on the billing rates you will be paying, as different rates are applied depending on the number of persons living in a premise. It is important to note that according to current Electricity Supply Regulations, the same person can only move his registration from one premise to another once a year. Any further change will only be formally registered the following year. Also if the change is done after the 1st of November in one year, it will only take effect on the following year. Download the application form from here and submit it at one of our Customer Contact Centre Offices.

11.7   I would like to enquire about the number of persons registered on my account. How can I do this?

This information will be displayed at the right hand top corner of your electricity & water bill. You may call our free phone on 8077 2222 for further information, or you may access your account details here.

11.8   The Number of Persons registered on my account is incorrect. How can I update it?

You can download a form from our List of services, fill it in and bring it to our Customer Contact Centre Offices, or send it by post to ARMS Ltd, P.O. Box 63, Marsa, MRS 1000, Malta.

11.9   I have been receiving several bills calculated on a wrong Number of Persons amount. Can these bills be revised accordingly when I update the Number of Persons?

Unless you had previously advised us for the change in Number of Persons, we will only provide you with a subsidy on the bills which are issued subsequent to the date of the update.

11.10   Can a person be registered on more than one account?

A person can owe more than one account; however will only be able to benefit from the “Number of persons” subsidy on one account.

11.11   What happens to my Number of Persons subsidy if I try to register a person to more than one account?

When registering a person on an account, our system will automatically remove the registration of that person on the previous account (unless it is the first time the person is being registered, such as the case for new born children). Therefore a person cannot be registered on more than one account.

11.12   What is the difference between a domestic and residential account?

An account referred to as “domestic” will benefit from residential tariffs, but will have no persons registered on the account for subsidy.

11.13  I haven’t received a bill for over two months. What can I do?

You should be receiving a bill every two months. If you are the account holder you should be able to access all your bills using your user name and password. For more details click here. You can also send an e-mail on customercare@arms.com.mt or call us on free phone 8007 2222. Make sure you provide us with your account number and ID Number.

11.14  I would like an up to date bill. Is this possible?

Yes. Please note that there is a fee of €4.66 which will be charged to your account and will show on the bill. You may request an up-to-date bill online, through e-mail (please include your account number and ID Number), or visit our Customer Care Centre Offices.

11.15  What should one do if s/he was paying the domestic rate at the time s/he was entitled to pay the residential rate?

Form H1 should be filled. Please read the following questions and answers for further information on how this Form should be filled in and the process following the submission of this form.

11.16  What is the Form H1?

Form H1 is the relevant form to be filled in by account holders who believe that they are entitled to redress from ARMS Ltd in relation to a previous application to be charged the residential rate in relation to their account (normally, through the ‘change in the number of persons declaration’ – Form H), which they believe was unfairly denied. This Form may also exceptionally be used by EU nationals who believe they are entitled to redress from ARMS Ltd and who had not applied to be charged the residential rate prior to July 2013. In such cases, the applicant must prove that s/he was primarily resident in Malta at the address linked to the account at the time in question.

11.17  How should Form H1 be completed?

When completing Form H1, one is to provide in Section A, the following details: the account number, your name and surname, number of a valid identity document, as well as your contact details. Section B then provides additional information concerning the application including who should complete the form, what additional information is to be provided as well as information on how the application will be processed. The application is to be signed and dated by the account holder and then submitted to ARMS Ltd for processing.

11.18  What documentation is needed when submitting the claim?

The applicant must present a valid identity document (if sent by post or email, a copy must be attached). Any valid form of identification such as Identity cards, passports, and residence documents are accepted as a means of identification for such purposes. A detailed statement giving a full explanation of the complaint should be attached to the application. The applicant should also submit any other documentation in support of the claim, where available.

11.19  What happens in cases where a prior application to be charged the residential rate had not been submitted?

Account holders, being EU nationals and who had not applied to be charged the residential rate prior to 2013, may exceptionally submit an H1 application to claim a refund from ARMS Ltd. In such cases applicants must, together with their application and in addition to the documentation referred to above, submit proof that s/he was primarily resident in Malta at the address linked to the account at the time in question. ARMS Ltd reserves the right to request the applicant to declare on oath that s/he was primarily resident in Malta at the specified address for the applicable time period.

11.20  Where to submit the Form H1?

The duly completed Form H1, together with a copy of a valid identity document, statement of claim and supporting documentation (where applicable) are to be submitted to ARMS Ltd at the following email/postal address: Ms. Josielle Grech Zerafa, Head of Customer Care: josielle.grech-zerafa@arms.com.mt /ARMS Ltd. Triq Nazzjonali, Blata l-Bajda.

11.21  I do not have any document in support of my claim. Am I entitled to submit Form H1?

Yes. Applicants are entitled to submit Form H1 without supporting documentation. ARMS Ltd will verify the facts stated in the claim by reference to its own internal records and documentation.

11.22  How will ARMS Ltd process the claims?

Each claim will be reviewed on a case-by-case basis and a decision will be made by ARMS Ltd after a careful review of all available evidence and in conformity with applicable legislation.

11.23  What is the effect of a decision by ARMS Ltd on my claim for redress?

A decision by ARMS Ltd on a Form H1 application becomes the company’s final position on the applicant’s claim, taken after careful evaluation of the matter and all available documentation. However, the applicants’ statutory rights are not affected and the submission of the Form H1 application remains without prejudice to any course of action the account holder may wish to lodge before the national Courts, particularly in those cases where no application to be charged the residential rate was lodged in the past.

11.24  I would like to know my outstanding balance?

You may do so my call our free phone 80072222 or you can access this information online

11.25  I would like a copy of my last bill. Is this possible?

Yes. You can send an e-mail on customercare@arms.com.mt or call us on free phone 8007 2222. You may also visit us at our Customer Contact Centre Offices. Make sure you provide us with your account number and ID Number.

11.26   I need more information regarding older bills and payments. What can I do?

You can call our free phone 8007 2222 or send and e-mail on customercare@arms.com.mt and request a statement of accounts. Make sure you provide us with your account number and ID Number.

11.27   I would like to receive my bill at a different address. Is this possible?

Yes. You will need to fill in this form and submit it at our Customer Contact Centre Offices or send it through e-mail together with a scanned copy of your ID Card.

11.28   I would like to update my service address. Is this possible?

If you need to add or alter your house name or number you can either send us a signed letter together with a scanned copy of your ID Card, or visit our Customer Contact Centre Offices. If you require updating the name of your street you will need to contact your local council and ask them to send us an official correspondence.

11.29   I have agreed an installment plan with ARMS Ltd such that I can pay my bill in instalments. Will I still being charged interest on late payments?

Yes. The instalment plan is set to ensure that your supply is not disconnected. However any amounts owing after the official due date will be charged interest.

11.30  What are Utility vouchers? Who issues them?

Vouchers are issued by the Department of Social Security and can be used to pay part of your Utility bill. It is important to note that the entire bill amount needs to be paid when using a voucher. Such vouchers are applicable only in specific cases related to social cases, and are approved by the Department of Social Security.

11.31  Are vouchers redeemable with am instalment plan?

Yes, however the Utilities will require cash payment too (the amount depending on the severity of the case).

11.32  If I have a Smart Meter will this affect my bill?

Once your Smart Meter is installed and subsequently activated by the Utilities, you will receive all your bi-monthly bills based on actual readings and will not need to wait for a meter reader visit any longer. We will be upgrading your electricity and water meter service by installing new smart meter devices in your premise. The replacement is free of charge* and will be done before the end of 2012.
*Specific charges may apply for appointments after office hours or outside your locality roll-out schedule. You will receive a brochure a few weeks before we come to your area. You may check which roads are being serviced by clicking here