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Fiji’s guardian of some 300,000 workers’ funds, the Fiji National Provident Fund (FNPF) has strengthened its complaints function, part of its commitment to provide quality, accessible and responsive service to its customers.
And it has also appointed one of its own officers, Kelera Latianara, as its dedicated complaints officer, solely to create a positive approach to those complaints in return for members’ feedbacks on services provided.
FNPF chief executive and general manager Aisake Taito said the Fund recognised customers’ rights to make complaints, comments or suggestions about the level and quality of services provided.
“We recognise the value of a having a complaints system in place, which can capture the recording, tracking and monitoring, reporting and escalation of all complaints received against our services or people,” Taito said.
“We believe this system will encourage excellence in customer service and identify areas that may require improvement,” he said.
Under the new system all complaints need to be resolved as soon as it’s received.
If a complaint is not resolved within three days, it is referred to business unit heads, which is then escalated to the CEO’s attention if not resolved within five days.
“Having a dedicated Complaints officer helps us create a positive approach towards complaints as they provide us with valuable feedback on our services and as a means to continuously review and improve our services,” Taito said.
He said the Fund had placed drop boxes for complaints in all agencies around the country allowing members with an avenue to voice their issues directly with the Fund.
The complaints function, established in 2006, is administered under the Corporate Governance & Quality Assurance division.
