- May 27, 2021
- Posted by: fnpf_editor2
- Categories: Media Articles, News & Media
The Fiji National Provident Fund continues to extend its customer service functions to its digital platforms, with the latest being the activation of the live web chat facility.
This is part of ongoing efforts to continue to respond to customers during this period of restricted movement.
Acting Chief Executive Officer Viliame Vodonaivalu said that while the Fund’s services had been reduced, the volume of queries via telephone, emails and social media has increased steadily.
“The demand on our services – especially for covid-19 related queries, has been higher than expected. We have been exploring alternative modes of communication, given the challenging times we are facing.”
“The live chat facility on the FNPF website was activated to enable our stakeholders, who may not be able to reach us via telephone, email or on social media, to still be able to contact us if they have internet data on their devices.”
“They simply have to visit our website – www.myfnpf.com.fj and tap the live chat icon on the bottom right of the home page. They will be linked up to our team who will then help them with their queries.”
The Fund has received over 7,000 messages since the platform was activated last week Monday.
“We continue to plead with our stakeholders to bear with us because there may be slight delays due to the high number of queries we are receiving. Our website and social media pages also contain a lot of information which members, pensioners and employers can utilise without having to access our contact services.”
The live chat is operational on Monday to Friday only, from 8.30am to 7pm.
FNPF Short Code
The Fund’s short code, 5857, is now fully operational.
“There were some teething issues when this short code went live last week. We’ve addressed those issues and members can now call 3307811 and 5857 to contact FNPF,” said Mr. Vodonaivalu.
“The 5857 line facilitates mobile to mobile calls for members, which now can be accessed by both Vodafone and Digicel customers.”
As announced recently, the Fund has terminated the complaints line 112277 and all FNPF queries including complaints are serviced through the 3307811 and 5857 lines.The complaints line has been consolidated with the FNPF main lines to ensure that members are provided the right level of support to receive calls and to address the high levels of call abandonment rates previously under the 112277 line.
The short code can be accessed by Vodafone, Inkk, Telecom Fiji and Digicel customers.
Members can call 3307811 or the mobile short code 5857 during working hours only.
In line with the reviewed curfew hours, the FNPF’s business hours are Monday to Friday 8.30am to 3.30pm and Friday 8.30am to 3pm.
Members can continue to engage with us through our social media platforms or email email@example.com.
Phase 2 Round 5 applications closed yesterday (Thursday 27th May, 2021), with the final payment on Tuesday 1st June.
Phase 3 Round 4 has ended this week, with the last payment on Tuesday 25th May 2021.
The Fund is currently reviewing these phases and will make the necessary announcements accordingly, regarding its continuation.
Members who have yet to apply, are encouraged to submit their applications for the Lockdown relief as well as for Phase 4 Round 2, which both close next week on Monday 31st May 2021.
The Voluntary Members Relief and the Home Loan Assistance will end on 30th June 2021.