Press Release No. : 09/2026
Date : 10 April 2026
Press Release No 09 – New Minimum Policy Guidelines from Complaints Management for Payment Service Providers
The Reserve Bank of Fiji (RBF) Board approved a new Policy Guideline for licensed Payment Service Providers (PSPs) titled Payment Service Providers Supervision Policy Statement No. 3 (“Policy”), at its Board Meeting held in March 2026.
The Policy was finalised following stakeholder consultations, and is intended to promote fair, timely and effective handling of customer complaints by PSPs. To this end the policy requires PSPs to establish and maintain a formal complaints management framework that includes clear governance arrangements, reasonable timelines for acknowledgement and resolution and appropriate standards of conduct when engaging with complainants.
The introduction of this Policy aligns with the regulatory expectations for PSPs with existing policies applicable to other supervised entities, including banks, credit institutions, insurance companies, capital markets intermediaries, money changers, restricted foreign exchange dealers and the superannuation fund.
The Policy comes into effect from 01 June 2026 with a six-month transition period to achieve full compliance. The guideline applies to all existing PSPs as well as any new entrants to the industry.
The Policy aligns with one of RBF’s core functions of promoting a sound and stable financial system. Its introduction marks an important milestone in strengthening consumer protection within the PSP sector and enhancing regulatory oversight.
The RBF expects the full cooperation and compliance by all PSPs to ensure the effective implementation of the framework and the fair treatment of consumers throughout the financial system.
RESERVE BANK OF FIJI
For further details, please contact:
Communications Office
Telephone: (679) 3223 381 Email: info@rbf.gov.fj
Mervin Singh – Manager Corporate Communications
Telephone: (679) 3223 229 Email: mervin@rbf.gov.fj