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The Fund has in place a complaints management process through which it escalates any expressions of dissatisfaction that may be lodged by its members. The process is systematic and integrated, ensuring the involvement of senior staff, management and Board Directors. Here are some frequently asked questions that may help our customers understand the complaints process a bit better.

What can be lodged as a Complaint?

A Complaint is any expression of dissatisfaction that is made against the Fund that is related to its products, services, staff or management decision. This means that if you are unhappy with the way a staff has served you, the length of time it takes to process an application or the decision made on an application you had lodged, you can lodge a complaint with the Fund’s Complaints Management Officer.

If you wish to raise a complaint regarding your FNPF contributions not being paid, or updated into your account by your employer (or former employer), you may wish to contact the Contribution, Compliance and Collections team based at any of our offices.

How can you lodge a complaint?

FNPF has in place different modes through which customers can lodge their complaints. These include:

  • Letter, facsimile or through secured email;
  • In person (at our service counters, or with the Complaints Management Officer directly);
  • Over phone, call 3307811 or 5857;
  • Through the contact form available on the Fund’s website;
  • Through any of the Fund’s official social media channels;

While we may accept complaints lodged through third parties, such complaints will need to be accompanied by a letter of authority that allows FNPF to release information regarding the complaint and possibly, their member accounts, to the selected third party.

How will your complaint be handled?

Step 1 :         Member lodges complaint

Step 2 :         FNPF receives/accepts the complaint

Step 3 :         Complaint will be acknowledged (within 24 hours or on the next working day)

Step 4 :         Complaint will be assigned to respective Business Unit

Step 5 :         Complaint resolution

Step 6 :         Complaint resolved

The entire process is not expected to take longer than 5 working days for normal complaints. Complaints that require changes to the system or further investigation may take longer. Your complaint will be treated with the utmost confidentiality and any information provided will only be used for the purposes of resolving your grievances.

If you are unhappy about how your complaint was resolved, you may escalate your concerns through the Fund’s Review of Decisions Scheme, provided that it meets the Review of Decisions Scheme guideline.

If your complaint is not eligible for this or if you are still not happy with the decision of the Review of Decisions Scheme Committee, you have the option of pursuing your concerns with the Reserve Bank of Fiji. To do this, you can complete and return this form to The Chief Manager, Financial Systems Development & Compliance Group, Reserve Bank of Fiji, Private Mail Bag, Suva.


Review of Decisions Scheme

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