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Customer Complaints Process

Dear Customer, Fiji Revenue and Customs Service is committed to being responsive to the needs and concerns of our customers and to resolving your complaints depending on what type of complaint it is, as quickly as possible.

This process is a guide for you to make you aware on how we will follow through. We are committed to being consistent, fair and impartial when handling customer’s complaints.

 

How a complaint can be made:

If you are dissatisfied with a service provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns, you can lodge a complaint with us in one of the following ways:

  • By completing a feedback form on our website www.frcs.org.fj ,
  • By telephoning us on 679 – 3243030, and request to speak to Ms. Linda Boyle- Customer Service Champion
  • By writing to us {FRCS, Corner Queen Elizabeth Drive and Ratu Sukuna Road Nasese Suva}
  • By emailing us email: complaints@frcs.org.fj
  • In person by speaking to any of our customer service staff.

If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing. 

 

1. The information you will need to give us;

When we are investigating your complaint we will require the following information, to help is investigate your complaint quickly and efficiently:

  • Your name and contact details,
  • The name of the person you have been dealing with about our service,
  • The nature of the complaint,
  • Details of conversations you may have had with us that may be relevant to your complaint,
  • Copies of any documentation which supports your complaint. 

 

2. We will acknowledge:

Within 24-48 hours or three business days of receiving your complaint.

 


3.
We review:

We will undertake an initial review of your complaint and determine, what if any additional information or documentation may be required to complete an investigation. We will contact you to clarify details or request additional information where necessary.

 


4.
We will Investigate:

Within 24-48 hours or 3 business days of receiving your complaint we will investigate your complaint objectively and impartially, by considering the information you have provided to us, our actions in relation to your dealings with us and any other information which may be available.

 


5.
We respond:

Following our investigation, we will notify you of our findings and any actions we may have taken in regards to your complaints.

 


6. We take action:

Where appropriate we amend our business practices and polices under advisement from the CEO’ s office.

 


7. We record:

We will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation.

 


8. Final process:

We will then let you know of the outcome of the complaint, through email/telephone/mail and make sure you are satisfied with the results before we close off the complaint.

Complaints Escalation Process

  • If you are not satisfied with the outcome from the Management team, you can refer your complaint through email to the Executive Management team:
  • Email complaints@frcs.org.fj

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