Complaints against RBF

The Reserve Bank of Fiji (“RBF”) is committed to ensuring that any of our stakeholders using RBF services or affected by its operations has the right to lodge a complaint and to have their concerns addressed in ways that ensure access and equity, fairness, accountability and transparency.

A complaint means the expression of dissatisfaction arising from potential financial loss, or poor service delivery, including those that may be due to error or negligence.

Complaints may be received in writing or verbally from stakeholders or the general public, in relation to the performance of RBF’s services and/or functions.

Registering a Complaint

Complaints can be communicated to us by completing the RBF Complaints Form and submitting it using any of the following methods:

• Via email to rbfcomplaints@rbf.gov.fj;
• In person at our Pratt Street building, main lobby;
• Posted to Reserve Bank of Fiji, Private Mail Bag, Suva;
• Through any of our official RBF social media platforms;
• By telephone to the switchboard (679) 331 3611; and
• Via the online form available on our Website.

The RBF Complaints Form is available through the link below.

RBF Complaints Form 2021

Complaints Management

The Risk Management and Communications Group is responsible for handling complaints against the RBF as well as administering the complaints management processes.

Complaints received by the Group will be registered and forwarded to the appropriate personnel and/or functionality as per the Delegation of Authority (DOA), under first sight of the Governor and/or Deputy Governor.

The complainant may be contacted for any additional information during the investigation phase and may need to provide additional details/evidence required to conclude the process.

Turnaround Time for Complaints

Complaints will be acknowledged in writing within 2 working days.

Reasonable efforts will be taken to ensure that complaints are addressed satisfactorily and a response is provided within the necessary timeline. Responses will be sent within 14 working days from the date of receipt of all requested information.

Exceptions to timelines may apply where a legal opinion is required, or if the investigation is prolonged and, if so, the parties concerned will be informed accordingly.

Confidentiality

All information received regarding the complaint and its investigation process will be kept confidential and shared on a need to know basis.

The RBF Complaints Policy is available through the link below.

RBF Complaints Policy