Complaints · draft
Tell us when we get it wrong.
Complaints help us make the service safer. Here is how to make one and what happens next.
Draft — pending review by Maltese legal counsel before launch. This text explains how we intend to work. It may change before aid.mt starts operating.
Draft version · last updated 12 October 2026
What you can complain about
Anything that went wrong — an alert, a responder, your data, your account, a payment once plans open, or how we treated you.
How to complain
- Use the contact form and choose “Complaint”.
- Tell us what happened, when, and what you would like us to do.
- Don’t put detailed medical information in the form. If we need it, we will ask for it securely.
What happens next
- We acknowledge your complaint and tell you who is handling it.
- We look into it, including alert records and audit logs where relevant.
- Complaints about a responder’s conduct or care go to clinical governance review.
- We reply in writing with what we found and what we will change.
Target timescales will be published here before launch.
Safety concerns
If you think someone is in danger now, call 112. If you are worried about a responder’s behaviour, tell us straight away — we can pause a responder’s account while we look into it.
If you’re not satisfied
- Privacy complaints: the Information and Data Protection Commissioner (IDPC), at idpc.org.mt.
- Consumer matters: the Malta Competition and Consumer Affairs Authority (MCCAA).
- Concerns about a health professional: their professional regulator in Malta.
Be ready before you need it.
Set up your trusted contacts and emergency profile in the app preview. In an emergency, call 112 first.