Welcome again to the Public Awareness column of the Reserve Bank of Fiji (RBF). This is part of an outreach program creating awareness on what the RBF does in the banking, insurance, pension fund, capital markets, and foreign exchange industries. This month’s article looks at the complaints management environment within Fiji’s financial system that the general public may need to be aware of.
Have you encountered instances where you were dissatisfied with a product or service provided by a bank, insurance company, pension fund, or capital markets intermediary? Have you lodged a complaint with the institution as a result of your dissatisfaction? Has your complaint been addressed? Are you satisfied with the outcome of the complaint? Some of you may have raised complaints while others may not know how to go about doing so. Did you know that the RBF has put in place a complaints management environment to ensure your complaints are addressed effectively and efficiently by financial institutions? These are some questions that this article hopes to shed light on.