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Complaints Procedure
This section sets out to explain-

Pieta’ Local Council welcomes any suggestions for improving its services - and you can help by using our Comments & Complaints Procedure.
Pieta’ Local Council provides the services described fully in Articles 33 – 48 of Part IV of Chapter 363 (Local Councils Act). A summary is given below:
The functions of the Council

(a) to provide for the upkeep and maintenance of, or improvements in, any street or footpath, not being privately owned: Provided that maintenance in relation to any street or footpath includes the patching or resurfacing thereof, but does not include its reconstruction;
(b) to provide for the collection and removal of all refuse from any public or private place, for the maintenance of cleanliness and for the establishment, upkeep and maintenance of all public conveniences, dustbins and other receptacles for the temporary deposit and collection of waste, and to ensure that these are accessible to all persons, including persons using a wheel-chair;
(c) to provide for the establishment, upkeep and maintenance of children’s playgrounds, public gardens and sport, cultural or other leisure centres, and to ensure that these are, as far as possible, accessible to all persons, including persons using a wheel-chair;
(d) to provide and maintain proper road signs and road markings, in conformity with national and international standards, to establish and maintain pedestrian and parking areas and to provide for the protection of school children in the vicinity of schools;
(e) to propose to and, where applicable, be consulted by any competent authority prior to the competent authority making any changes in traffic schemes directly affecting the locality;
(f) to make recommendations to any competent authority for or in relation to any planning or building scheme and to be a full participant in any decisions on the naming or renaming of streets;
(g) within the parameters of any national plan, to issue guidelines to be followed in the upkeep, restoration, design or alteration of the facade of any building or of any building or any part of a building normally visible from a street, including the type of lighting and materials used, advertisements and shop fronts, and in the case of premises which are open to the public, to ensure that such premises are, as far as possible, accessible to all persons, including persons who use a wheel-chair;
(h) to assist citizens by providing, where applicable in conjunction with any competent authority, information relating to the rights of citizens in general, including information on consumers’ rights, transport, communications, tourist facilities, taxation, social security, public health and other matters of public utility and interest;
(i) to advise and, where applicable, be consulted by, any authority empowered to take any decisions directly or indirectly affecting the Council and the residents it is responsible for;
(j) as part of a national scheme, to provide in conjunction with any competent authority, for the establishment, upkeep and maintenance of crèches, kindergartens another educational services or buildings;
(k) as part of a national scheme, to provide in conjunction with any competent authority for the establishment, upkeep and maintenance of health and rehabilitation centres, government dispensaries, health district offices and homes for senior citizens;
(l) to propose to the Minister responsible for education, persons to be appointed as presidents of primary school councils;
(m) to enter into agreements with any public body or government department for the delegation to the Council of any of the functions of that public body or department: Provided that any such delegation shall only come into effect after the Minister has made the relevant order in the Gazette; (Installation & Maintenance of Street Lighting; Local Enforcement System)
(n) to perform any other function which shall be delegated to it by the Government through the Minister by means of an order published in the Government Gazette;
(o) to provide for all such other works, things, matters and services which are not excluded from a Council’s competence by any law for the time being in force nor assigned to any other authority. Your experience can help us improve our services so that you, and others, receive an even better service in the future. Contacting Pieta’ Local Council

By Letter - All complaints/suggestions sent to the following address will be forwarded by means of our web-based Customer Care System to the appropriate department:The Executive Secretary,Pieta’ Local Council,Il-Pellikan,11, K. Mifsud Street,Pieta’ MSD 07 By Telephone - Customer Care Officer: Sharon CristinaPhone 2124 0404 2123 0378 By Fax - The Fax Number of Pieta’ Local Council is 2124 0606 By E-mail - If you wish to contact the Council by e-mail, the general enquiries e-mail address is pieta.lc@gov.mt.If you wish to contact the Executive Secretary by email the address is: pieta@melita.net By SMS - If you wish to contact the Council by SMS, the number is 50611222.

How is my complaint/suggestion dealt with?
Your ID card number (optional) and complaint/comment are recorded on a form. The details are then registered on the Customer Care System (CCS) which automatically forwards the complaint/comment to the appropriate Government Department or contractor.
The CCS will issue you with a letter informing you amongst other things, to which Department your complaint has been forwarded. The letter will include a reference number and you can check the status of your complaint/comment by logging on to www.servizz.gov.mt and entering your reference number. Once the complaint/comment has been acted upon, you will receive a settlement letter informing you of what action has been taken.

You may wish to make an anonymous complaint/comment, in which case you will not be able to check or receive any information from the Council on the status of your complaint/comment.

What happens if I am not satisfied?
If you wish to take the matter further, the Executive Secretary or the Mayor will be pleased to talk to you. Having investigated, they will contact you with findings, including any suggestions on how the complaint can be resolved, or your comments acted upon.

Can I take the matter further?
Complaints cannot always be resolved by talking with those most closely involved. If your complaint cannot be resolved by the Local Council, you may wish to contact the office of the Ombudsman.

Your ideas and suggestions about improving services are valuable to Pieta’ Local Council, but until now you may not have been sure how to pass them on.
Now, by recording and monitoring the comments and complaints received by our Councillors and staff, Pieta’ Local Council will be better able to identify problem areas in its services.

A healthy dialogue between the public and the Council is welcome, because it is vital to effective, and truly local, government