Framework to ensure consumer protection
THE increase in the number of businesses is making it hard for the Fijian Competition and Consumer Commission (FCCC) to have maximum coverage of all traders.
FCCC chief executive officer Joel Abraham said one of the key roles for the FCCC was to ensure that consumer rights were safeguarded, upheld and protected in Fiji.
In this regard the FCCC yesterday partnered with Prouds for a voluntary compliance framework which will ensure that customer grievances relating to either product issues or customer service delivery is addressed at the shortest possible time within the framework to achieve optimal customer satisfaction.
Mr Abraham said the framework was a set of guidelines that allowed FCCC to better enforce its mission of consumer protection and also ensure that businesses operate in a manner that was fair on a competitive level as well as not being detrimental to consumers.
“We embarked on looking at a collaborative system – where we move from a command and control-based regulatory system to more of a quasi-regulatory system where businesses come forward and do voluntary compliance.
“We want to continue to enforce the FCCC Act with co-operation and involvement in the private sector. We believe that this will drive the compliance levels up in the Fijian market,” he said.
Mr Abraham said Prouds had come on board as the first company to volunteer for the framework.
Prouds director Tejash Patel said under the framework FCCC would provide training to the management and retail store staff members to educate them on the requirements of the FCCC Act.
Mr Patel said the framework would be piloted at their two flagship stores — Prouds Suva Central and Downtown Nadi respectively.
“After the pilot project period of six months this framework will be rolled out to all other Prouds domestic stores across Fiji to ensure effective and efficient compliance of the FCCC Act 2010 and to deliver the best customer service experience,” he said.
As part of the framework Mr Patel said Prouds would maintain a register of records for all complaints and remedial action would be taken to resolve them.