Ref:10/09 FNPF Strengthens its Compliants Function

The Fiji National Provident Fund has strengthened its Complaints function as part of its commitment to providing quality, accessible and responsive service to its customers. FNPF CEO and General Manager Mr Aisake Taito said the Fund recognizes a customer’s right 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. “

“We believe that this system will encourage excellence in customer service and identify areas that may require improvement,” Mr Taito said.

Under the new system all complaints need to be resolved as soon as its received. If they are not resolved within three days, the complaints are

referred to business unit heads. It is escalated to the CEO’s attention if it’s not resolved within five days.

Last month, the Fund appointed Kelera Latianara, as its dedicated Complaints Officer.

“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.

In addition the Fund has 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, which was established in 2006, is administered under the Corporate Governance & Quality Assurance division.

Ms Latianara can be contacted on 3238506 or on email.