Consumer complaint evidence checklist for Malta

Proof of the transaction

• Receipt, invoice, order confirmation or payment record.
• Purchase and delivery dates, price, model, serial number or booking reference where relevant.
• The trader's legal or trading name and contact details.
• The contract, quotation, booking terms or service description where the dispute concerns what was promised.

Evidence of the problem

• Clear photographs or short videos showing the defect or incomplete work.
• A repair note, inspection, diagnosis or delivery report if one exists.
• Screenshots of the relevant product description, advertisement or agreed specification.
• A note explaining when the problem first appeared and whether it changed over time.

Evidence of your attempts to resolve it

• The first written complaint and every important follow-up.
• The trader's replies, offers, refusals or promises.
• Dates of calls or visits and a short note of what was discussed.
• Delivery receipts, ticket numbers or acknowledgements showing that the complaint reached the trader.

Create a one-page chronology

List the purchase, problem, complaint, follow-ups and latest response in date order. Keep the detailed messages as attachments rather than copying every exchange into the summary.

Protect unnecessary personal information

Share only what is needed to understand and resolve the complaint. Where possible, redact unrelated account balances, card numbers, identity documents, addresses or information about other people before sending evidence.

What the MCCAA asks consumers to provide

The MCCAA asks for relevant information and documentation, including contact details for the consumer and trader, proof of purchase and supporting documents. Preparing those items before filing makes the complaint easier to assess. FairReply uses the same evidence-first approach for its private case package.