Reserve Bank of Fiji
Complaints Management Update Report
A. Number of Complaints
1. For 2011, the RBF received a total of 38 complaints of which 30 are closed and 8 are still pending under investigation. While 1
complaint is still pending under investigation from 2010.
B. Nature of Complaints
2. As given in Table 2 below, the number of complaints received by the RBF against the banking industry were mainly on loans and mortgage contract, interest rates and fees/charges.
3. The number of complaints received by the RBF against the insurance industry were mainly on motor vehicle/property insurance claims and premium payment as given in Table 3.
4. For the capital markets participant and non-bank financial institutions, the number of complaints received by the RBF related to the share pricing/dividend and loan/mortgage contract.
5. The number of complaints received against the remaining industries is summarised in Table 4.
C. Meetings
6. There were 30 meetings held as at 30 June, 2011, this includes meeting with a credit institutions. These meetings were aimed at resolving complaints raised by the complainants.
7. The Complaints Management Forum held its meeting on 4 April, 2011.
14 July 2011
Financial Systems Development & Compliance Group
Reserve Bank of Fiji