Topic – Customer complaints

Interview managers of small or large or businesses listed on the Stock Pacific Stock Exchange to determine how they
respond to complaints and use complaint information in their organizations.

Companies: BSP Convertible Notes

Kontiki Finance Limited
Amalgamated Telecom Holdings Ltd
Details BSP CN
Complaint handling
Yes
procedure?
Options available for Email on bula@bsp.com.fj
customers to Written to Private Mail Bag, Suva
complain? Complete the Complaints &
Feedback Form
Call Centre: 132 888
In person at any Branch
Regulated by the RBF
Kontiki Finance
Yes
Email on
customercare@kontikifinance.com
Written to Private Mail Bag, Suva
Customer Complaint Form
Call Centre: 0800 330 3402
In person at any outlet
Online Form on website.
Live Chat feature on website.
Licensed non-bank FI by the RBF.
Amalgamated Telecom Holdings
Yes
Online form on the web.
In person: 2nd Floor Harbour Front
Bldg, Suva
Written to Private Mail Bag, Suva
Phone: 3308700
Fax: 3308044
Separate group entities have
separate complaints process:
Telecom Fiji
Online form on webpage
Webchat
Phone: 11 22 33
Email: contactus@telecom.com.fj
Vodafone
Online form on webpage
Web chat feature
Contact Centre: 124
In person: 168 Princess Road Suva
Written to Private Mail Bag Suva
Email: info@vodafone.com.fj
Fintel
Online form on web
Toll free: 0800 3315718
In person: 151 Rifle Range,
Vatuwaqa, Suva
Written to: Private Mail Bag, Suva.
Email: inquiries@fintelfiji.com
What is the process
for lodging a Refer above
complaint?
How is the complaint  Receive complaints – verbal or
handled by the written
organisation?  Substantiate claims and address
customer concerns – BU gets
involved
 Lodge it on Tracker (complaint
tracking database).
 BU to advise on root cause, how
was it resolved, and steps taken
for it not to repeat. BU conducts
staff training and obtains sign off.
 Include in Complaints Report
submitted in the monthly
Executive meeting documents.
 A complaints management
procedure is in place.
Refer above
 Receive complaints – verbal or
written
 Substantiate claims and address
customer concerns – Manager
gets involved
 Manager to investigate and
advise on root cause, how was it
resolved, and steps taken for it
not to repeat. Manager conducts
staff training and obtains sign off.
Refer above
Depending on the type of complaint
and the area it impacts, the
complaint is referred to the
appropriate business head
(Product, IT, Customer Service, HR
etc).
The complaint is analysed and
seen if it can be easily resolved
(within a few days) or does it
require gathering more information
or more consultation.
The head of the business is
required to contact the customer
within 24 hours of receipt of the
complaint and provide them
assurance that they are personally
looking into the matter and that
they will be the point of contact for
the customer.
The results of the complaint, what
caused it, and preventative
measures are discussed with the
impacted team and a proposed
resolution agreed upon. This is
then communicated to the
customer. The customer has the
right to accept the resolution or
may be still unsatisfied with the
outcome after which the senior

Staff coaching, training, dismissal,
and other formal disciplinary
actions.
Process review, procedure update,
risk review.
What are the
Organisation wide awareness,
outcomes of the
discussions with staff.
complaint?
Staff training on revised process,
procedure.
Withdrawal of a product or service,
temporary suspension of a service
or agent.
Other details?
What the customer Acknowledgement and an apology
can expect as for what the customer encountered.
feedback to their A confirmation that the complaint
complaint. will be duly investigated, and a full
investigation will be conducted.
Customers can be offered fee or
interest refunds, a different product
or assignment to a different
relationship manager.
Timeframe for resolution or an
update is 5 working days. Through
this time, customers are updated
Staff coaching, training, dismissal,
and other formal disciplinary
actions.
Process review, procedure update,
risk review.
Organisation wide awareness,
discussions with staff.
Staff training on revised process,
procedure.
Withdrawal of a product or service,
temporary suspension of a service
or agent.
If then you are not satisfied with the
resolution, or any extended time
that we have taken, you have a
right to refer your complaint to:
CHIEF MANAGER
Financial Systems Development
Group Reserve Bank of Fiji Tower
6, RBF Building, Pratt Street, Suva
Telephone: +679 322 3381 Email:
complaints@rbf.gov.fj
Acknowledgement and an apology
for what the customer encountered.
A confirmation that the complaint
will be duly investigated, and a full
investigation will be conducted.
Customers can be offered fee or
interest refunds, a different product
or assignment to a different
relationship manager.
Timeframe for resolution or an
update is 7 working days. Through
this time, customers are updated
management will be consulted.
Staff coaching, training, dismissal,
and other formal disciplinary
actions.
Process review, procedure update,
risk review.
Organisation wide awareness,
discussions with staff.
Staff training on revised process,
procedure.
Withdrawal of a product or service,
temporary suspension of a service
or agent.
An apology is provided to the
customer and their
complaint/feedback is
acknowledged. They are provided
with a ticket ID/reference number to
help them with seeking updates.
A confirmation that the complaint
will be duly investigated, and a full
investigation will be conducted.
Customers can be offered refunds,
a different product.
 Timeframe for resolution or an
regularly. regularly. update is 5 working days. Through
this time, customers are updated
If customer is unsatisfied with the If customer is unsatisfied with the regularly.
outcome, they may request to see outcome, they may request to see
the Senior Management team or the Senior Management team or If customer is unsatisfied with the
even the Regulators (Consumer even the Regulators (Consumer outcome, they may request to see
Council, FCCC, RBF). Council, FCCC, RBF). the Senior Management team or
even the Regulators (Consumer
For complex complaints, more For complex complaints, more Council, FCCC).
people need to be consulted. people need to be consulted.
For complex complaints, more
people need to be consulted.
General cases when complaints are
escalated for investigation are:
 when a quick resolution was tried,
but the customer is still
dissatisfied.
Notes  in cases of some VIP customers.
 in cases of complex and/or
sensitive complaints.
 when the complaint raises
complex and/or high-risk issues,
etc.