Reserve Bank of Fiji

Complaints Management Update Report

A. Number of Complaints

B. Nature of Complaints

1. As given in Table 2 below, the numbers of complaints received by the Reserve Bank of Fiji [RBF] against the banking industry were mainly on loans, mortgage contract, interest rates and fees/charges and customer service.

2. The number of complaints received by the RBF against the insurance industry was mainly on termination of insurance policy and insurance agent as given in Table 3.

3. For the capital markets participant the number of complaints received by the RBF related to non payment of dividend.

4. The number of complaints received against the remaining industries is summarised in Table 4.

C. Meetings with Complainants

5. There were 11 meetings held as at 31 August, 2011 and held 2 meetings with insurance companies and 1 meeting with Banks and CIs. These meetings were aimed at addressing concerns raised by the complainants.

1 October 2011
Financial Systems Development & Compliance Group
Reserve Bank of Fiji