At the Drug Control Unit we issue and renew control cards. These cards are used to monitor and control the use of narcotic and psychotropic drugs as stipulated by law. Medical practitioners and pharmacists are bound by law to register the amount of drugs prescribed and dispensed on the control cards.

This charter outlines the services we provide and the standards of service we aim to achieve and which you can expect from us. It also tells you what to do if you wish to see any improvement in our service. Through this charter we are committing ourselves to providing you with a quality service.

How you can contact us

You can contact us by:

• coming personally or writing to the:

Drug Control Unit

3B Triq Zekka

Valletta VLT 11

• phoning on: 2124 5490

• sending a fax on: 2125 0081

When you visit our Office we will:

• be quick, courteous and helpful

• welcome you in a clean and friendly environment.

When you phone us you can expect us to:

• answer promptly

• identify ourselves.

Opening hours

We are open from Monday to Friday during the following hours:

1 October - 15 June

8.00 a.m. – 3.00 p.m.

16 June - 30 September

7.30 a.m. – 2.30 p.m.

Data Protection

Personal information provided is protected and used in accordance with the Data Protection Act, 2001.

Our Services

We provide these services:

Issue of new control cards

You will need to bring the following documents with you to obtain a new control card:

• an application form completely filled in and signed by your doctor. Your name, age, identity card number and address together with your doctor’s name, address and medical council registration number must be clearly written on the form

• a green prescription form filled in by the doctor

• your identity card or passport.

We will:

• issue your control card within 5 minutes. This is applicable when you supply all the relevant documents with the application.

Renewal of control cards

The control card is renewed once a year unless stated otherwise on the card and expires as indicated in the schedule below.

You will need to bring:

• an application form completely filled in and signed by your doctor. Your name, age, identity card number and address together with your doctor’s name, address and medical council registration number must be clearly written on the form

• the old control card

• a green prescription form filled in by the doctor (if you have not used the control card during the previous year)

• your identity card or passport.

We will:

issue your renewed control card within 5 minutes. This is applicable when you supply all the relevant documents with the application.

Postal Service

The issue and renewal of control cards can also be done through the post. If you choose to use this service, send all the documentation to the unit and we shall send you the Control Card by mail. However, you should not send your identity card.

We will:

• send by post your control card within 2 working days from when we receive your application at the office.

Replacing lost or torn control card

If you lose or accidentally tear your control card, you will need to come to our office to take an oath and have the card replaced. You will be charged a fee to take an oath.

You will also need to bring the same documentation required when applying for a new control card.

We will:

• issue your renewed control card within 5 minutes. This is applicable when you supply all the relevant documents with the application.

Control cards for minors and mentally disabled persons

Parents and legal guardians of children who are under 16 or who are mentally disabled may collect control cards on their behalf. In this case the parent/guardian will be required to bring his or her identity card as well as the identity card of the applicant and the other documentation required when applying for a new control card.

The identity card number of the parent/guardian will be written at the top of the control card and will be marked with an asterisk.

We will:

• issue your renewed control card within 5 minutes. This is applicable when you supply all the relevant documents with the application.

Control cards for third parties

You may send someone on your behalf to apply for or renew your control card. This person must bring both your and his/her identity card or passport together with the documentation stated above.

We will:

• issue your renewed control card within 5 minutes. This is applicable when you supply all the relevant documents with the application.

What kind of service you can expect from us

When you visit the Drug Control Unit you can expect us to:

• respect your privacy and dignity at all times

• be clear and helpful in our dealings with you

• have all the records and information about you stored in a confidential manner

• make it easy for everyone to use our services

• acknowledge your written complaints within one working day of receipt at our office.

How you can help us

You can help us provide a better service by:

• treating our staff with courtesy and respect

• providing us with the application form legibly and accurately filled by your doctor

• always bringing with you your identity card and the patient’s identity card if you are acting on behalf of a patient

• bringing with you the old control card when you want to renew it

• bringing the green prescription form filled in by your doctor for the issue of a control card for the first time or if you have not used your card for more than a year

• providing us with all the relevant information or documents.

If you are not satisfied with our service

If you have a complaint it is best to speak to the person who provided you with the service first. If you are not satisfied, you may lodge a formal complaint. You may write to us at the following address:

Principal Health Inspector

Drug Control Unit

3B, Triq Zekka,

Valletta

We will send you an acknowledgement within two working days of the receipt of your letter and a full reply within ten working days.

If you are not satisfied with the outcome of the investigation, kindly write to:

The Manager Health Inspector

37/39, Rue D’Argens

Msida MSD05

You can also lodge a complaint, make a suggestion or ask a question by accessing the Customer Care System at www.servizz.gov.mt

All information is correct at time of going to print. More information can be found on the Charter Support Unit website and on the Ministry of Health, the Elderly and Community Care website.

First published February 2000

October 2004

Published by the Charter Support Unit, OPM

Printed at the Government Press