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Complaints
Handling Procedure
The Medicines Authority considers complaints as an
opportunity for improvement. The Authority has procedures in
place to
ensure that all complaints are subject to a full and comprehensive
investigation, receive a response and are examined for corrective
and preventive actions.
How
to lodge a complaint
Complaints may be sent by e-mail on:
info.medicinesauthority@gov.mt
or 203, Level 3, rue DArgens, Gzira GZR 1368. It is
recommended that consumers use the free of charge
customer care online system
available on
www.servizz.gov.mt.
Please lodge the complaint in writing, explaining the
problem clearly, highlight the issue. State your name, surname and
contact details (preferably both e-mail and mobile number). For
advertising related complaints, customers are kindly requested to
fill in the form found in the next URL:
http://www.medicinesauthority.gov.mt/pub/complaint_form.doc.
In the
case matter unresolved
If no
response is forthcoming within five working days or if you are not
satisfied with the reply offered by the Medicines Authority, you
can take your complaint to the next level by contacting the
Operations and Regulatory Affairs Manager on
info.medicinesauthority@gov.mt. One should note that some
complaints may not be straight forward and may require detailed
investigation. |
