Quality Service Charter

WHO ARE WE

The Occupational Health and Safety Authority (OHSA) operates under the mission “Every Worker Counts” (“Kull Ħaddiem Jgħodd”), aiming to protect the physical and psychological well-being of all workers. Key objectives include increasing resources, enhancing staff competencies, modernizing procedures, and introducing legislation for rapid response in high-risk situations.

OUR COMMITMENT TO CLIENTS

Level of service to expect when contacting or visiting our Offices:

• We will treat you with respect and in a professional manner.
• We guarantee confidentiality on any information exchange.
• Our service standards are in line with Directive 4-2, Standards for Service of Excellence offered by the Public Administration to the Public and Public Employees.
• The list of services offered can be found in the following link www.ohsa.mt

WHAT TO EXPECT WHEN YOU CONTACT US

Provide information which is specific, straightforward, and free of jargon or technical terms. All information will be provided in both Maltese and English. We commit to answer your query within 1 working day, or as per timeframes stipulated in Directive 4-2.

When you contact us by phone

We commit ourselves to answering the phone within 3 rings, in a clear and knowledgeable manner. Staff will identify themselves and treat you with courtesy and respect.

When you contact us by letter or email

We will send an acknowledgment within 1 working day from receipt of your letter or email.

When you visit our Offices

Our Offices are safe, clean and enable accessibility to services for persons with disability. Waiting time will be approximately 10 minutes under normal circumstances.

Appointments

Replies to requests for appointments will be provided within 1 working day, with the appointment date being set within 5 working days from the date of request. However, appointments may be dependent on department waiting lists and urgent requests, which may take priority.

CLIENT RESPONSIBILITIES

Clients are expected to: Provide full and correct information. Treat staff with courtesy and respect. Adhere to timeframes and allocated appointments when applicable.

WE VALUE YOUR FEEDBACK

If you would like to submit feedback, suggestions, or complaints kindly:

• Contact us as per details shown here: https://ohsa.mt/contact
• Through servizz.gov by calling on 153, or online on Submit a Complaint

Your confidentiality will be guaranteed. Expect our feedback within 10 working days.

HOW TO CONTACT US

• Occupational Health & Safety Authority, 17, Triq Edgar Ferro, Pieta, PTA 1533, Malta
• Gozo Innovation Hub, GGX207, Triq il-Pitkalija, Xewkija XWK 3000, Gozo
  • Monday to Friday:
    • Winter (1st Oct – 15th June): 08:00 – 15:30
    • Summer (16th June – 30th Sept): 08:00 – 13:00
  • Weekends, & Public Holidays: Closed
• Website: www.ohsa.mt
• Email: ohsa@ohsa.mt
• Telephone: +356 138 (service offered 24/7 Monday to Sunday)
• Through Social Media:

Click here for OHSA’s Quality Service Charter