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 through the online form or by e-mail on: firstname.lastname@example.org or in writing at Sir Temi Zammit Buildings, Malta Life Sciences Park, San Gwann SGN 3000. It is recommended that consumers use the free of charge customer care online system available on this link.
Please lodge the complaint in writing, explaining the problem clearly, highlight the issue. For advertising related complaints, customers are kindly requested to fill in the form both ound in this link.
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 email@example.com. One should note that some complaints may not be straight forward and may require detailed investigation.
Sir Temi Żammit Buildings,
Malta Life Sciences Park,
San Ġwann SĠN 3000
Telephone: 356 2343 9000 (from 7:30 to 15:45)
Helpline: 356 2343 9111 (from 9:00 to 12:00)
Fax: 356 2343 9161