WHO ARE WE

The Consumer Council of Fiji (CCoF) is an independent statutory body established under the Consumer Council of Fiji Act -1976 (Cap 235). The Council, as a watchdog protects the rights and interests of consumers by promoting a fair and just delivery of goods and services.

The Consumer Council is primarily an advocacy organization, conducting rigorous research and policy analysis on key consumer issues. CCoF’s insight into consumer need is a powerful tool for influencing decision-makers to bring about change. The Council protects the vulnerable groups such as rural poor, physically and mentally challenged, children and women by identifying and articulating the policy issues that are of importance to the consumers.

OUR VISION

Empowering Consumers.

OUR MISSION

The trusted go-to consumer movement, which enhances consumer welfare and stakeholder engagement to influence policy decision making.

WHAT DO WE DO?

The Council is committed to achieving positive change for consumers.

As a small organization with limited resources, the Council plays an active role as a catalyst and facilitator for positive change in the marketplace in a professional, impartial and ethical manner. The Council independently represents the voice of all consumers in Fiji
through advocacy, independent submissions, mounting campaigns and engaging with multisectoral partners. Key areas include:

Advocacy and education.
Market surveillance and trader visit;
Research and policy analysis; and
lobbying for policy changes.

OUR VALUES

C – We have the utmost CARE for consumers’ views, expressions and their right to protection.

A – We are ACCOUNTABLE to all stakeholders and our vision and mission.

R – We are committed to strengthening our RELATIONSHIP with our stakeholders.

E – We strive for EXCELLENCE in all aspects of our work.

OUR PRINCIPLES

Campaign fearlessly to change the policies and practices that adversely affect consumer interests; Maintain a highly disciplined result-oriented focus that maximizes impact for consumers; Maintain objectivity in resolving consumer complaints without fear or favor; and Build a strong financial management and sound operating procedures.

ABOUT THE CONSUMER COUNCIL

The Consumer Council of Fiji (CCF) is a statutory body established under the Consumer Council Act (Cap 235). The Council, as a watchdog protects the rights and interests of consumers by promoting a fair and just delivery of goods and services. First and foremost, the Consumer Council is an advocacy organization, conducting rigorous research and policy analysis on key consumer issues. CCF’s insight into consumer need is a powerful tool for influencing decision-makers to bring about change. The Council protects the vulnerable groups such as rural poor, physically and mentally challenged, children and women by identifying and articulating the policy issues that are of importance to the consumers.3.2 Board members are appointed by the Minister for Industry and Trade for a term or terms as the Minister may determine.

The Chairperson of the Council reports to the Minister. The Board of Directors appoints the Chief Executive Officer to lead and manage the Council affairs within the legal framework and by maintaining high ethical standards.

From corporate governance perspective, a Board Charter is in place that sets the rules and procedures within which the Board functions.

FUNCTIONS OF THE COUNCIL

Section 6 of the Consumer Council Act stipulates the functions of the Council. The Council is required to do such acts and things it considers necessary or expedient to ensure that the interests of the consumers of goods and services are promoted and protected. These functions include: Advising the Minister on such matters affecting the interests of the consumers; Making representations to the Government or to any other person/organizations on any issues affecting the interests of consumers; Collecting, collating and disseminating information in respect of matters affecting the interests of consumers; Supporting or maintaining legal proceedings initiated by a consumer, where such support is deemed necessary; Conducting research and investigations into matters affecting consumers; Advising and assisting consumers on matters affecting their interests; Co-operating with any person, association or organization outside Fiji having similar functions and becoming a member of or affiliate to any international organization concerned with consumer matters; and Soliciting and accepting for the purposes of the Council any money, land, or other property from the Government, any local authority, public body, organization, or person by way of grant, subsidy, donation, gift, or otherwise.

The Consumer Council Act1976 was amended in 1992 by Decree No 23. The amendment deleted a few key functions of the Council to promulgate the “Trade Standards and Quality Control Decree 1991”. Whether the amendment decree reduced the specifically listed functions to prevent the CCF from actually carrying out these functions is a matter of legal interpretation. As long as the amendment does not prohibit the carrying out of the three functions, the general power of the Council can be invoked to continue to carry out research, and/or examination or testing of goods and services, and receiving and acting on consumer complaints. The overriding function is to ‘do all such acts and things that it may consider necessary or expedient to ensure that the interests of consumers of goods and services are promoted and protected’ [s6 (1)]. The 1992 amendment to the Consumer Council Act seems to be redundant as consequential amendments were not made to the Act.

SERVICES OF THE COUNCIL

1. Campaigns, Information & Media Division

To empower consumers with knowledge and information to bring about reforms in policy and practice that adversely affect consumer interests.

2. Alternative Dispute Resolution & Consumer Advisory Division

To assist consumers in resolving complaints through alternative dispute resolution,advisory services and legal representation.

3. Research & Policy Analysis Division

To identify and undertake broad-based and complaints driven research on key consumer protection legislations that promote and protect consumer interests through necessary policy changes.

HOW CAN WE HELP?

The Council is divided into three departments, each with its own distinguished function. These are:

CAMPAIGNS, INFORMATION & MEDIA – To empower consumers with knowledge and information to bring about reforms in policy and practice that adversely affect consumer interests.

ALTERNATIVE DISPUTE RESOLUTION & CONSUMER ADVISORY – To assist consumers in resolving complaints through alternative dispute resolution, advisory services and legal representation.

RESEARCH & POLICY ANALYSIS – To identify and undertake broad-based and complaints driven research on key consumer protection legislations that promote and protect consumer interests through necessary policy changes.

OUR EXPERIENCE

Since its establishment following the introduction of the Consumer Council of Fiji Act 1976, the Council has now become a household brand name in Fiji, giving rays of hope to Fijian consumers whose rights have been violated in the marketplace. As per the Consumer Council of Fiji Act 1976, the Council has powers to do such acts and things it considers necessary or expedient to ensure that the interests of the consumers are promoted and protected. These include:

Advising the Minister on such matters affecting the interests of the consumers;
Making representations to the Government or to any other person/organizations on any issues affecting the interests of consumers;
Collecting, collating and disseminating information in respect of matters affecting the interests of consumers;
Supporting or maintaining legal proceedings initiated by a consumer, where such support is deemed necessary;
Conducting research and investigations into matters affecting consumers;
Advising and assisting consumers on matters affecting their interests;
Co-operating with any person, association or organization outside Fiji having similar functions and becoming a member of or affiliate to any international organization concerned with consumer matters; and,
Soliciting and accepting for the purposes of the Council any money, land, or other property from the Government, any local authority, public body, organization, or person by way of grant, subsidy, donation, gift, or otherwise.

Mr Mohammed Gani (Chairman)

Mr Gani has more than 20 years of extensive commercial experience. He is currently the Country Manager-Fiji & the Pacific Islands at Brother International (NZ) Ltd. He spent nine years at the Telecom Fiji Ltd Group, his last position being the National Manager Retail & Customer Service. He holds multiple qualifications in the fields of Business, Engineering, Finance, Management and IT. He has a Masters In Business Administration (USP), Masters In Commerce (USP), Masters In Governance, Post Graduate Diploma in Management & Public Administration, Post Graduate Certificate in Financial Administration, Post Graduate Diploma in Governance and Bachelor of Electronics Engineering (Pakistan). He is also a member of the Australian Institute of Company Directors. Mr. Gani has sheer interest in community development work and places a special focus in youth’s personal development where he dedicates a substantial amount of his spare time. Mr Gani has been a Council Board Member for the past six years.

Ms. Elizabeth Jane Algar (Deputy Chairperson)

Ms Elizabeth Algar has proven value as a strategic advisor with multidisciplinary groups, a visionary and servant leader with over 15 years combined senior executive experience in corporate services, strategic management, MSME coaching & mentoring, education, aviation and human resources development. Elizabeth’s current corporate services portfolio includes managing strategic, finance, HR development & recruitment, asset, general administration, and property management. As a consultant, Elizabeth has completed projects for Palladium, Cardno, IUCN, iTaukei Affairs Board, RFMF and the Ministry of Education to name a few. She holds a Masters in Business Administration from USP and is also an Australian qualified trainer and chef. Elizabeth previously worked at International Red Cross, Australia-Pacific Technical College (APTC), and Fiji Airways. Her board memberships has included Chairperson for Nasinu & Nausori Town Councils. Elizabeth inspires to be a role model to aspiring women leaders who like her will step out in faith and be an amazing leader in her spheres of influence.

Mr. David Edward Solvalu (Board Director)

Mr Solvalu is a lawyer by profession and has over six (6) years’ experience specializing in Legislative Drafting, Policy Reform and Revision, and Legal Research. He has played an integral role in the development of major pieces of Fijian legislation, including the Trademarks Act 2021 and Climate Change Act 2021 and has extensive experience in the reviewing and amending of laws – including the Fijian Competition and Consumer Commission Act 2010, Companies Act 2015 and the Land Transport Act 1998.

Mr Solvalu holds Bachelor of Law Degree, Professional Diploma in Legal Practice and Professional Diploma in Legislative Drafting – all from the University of the South Pacific. Currently he is the Chief Legal Counsel at the Fijian Competition and Consumer Commission. Prior to joining FCCC, Mr Solvalu practised at Howards Lawyers, the Office of the Attorney-General and the Parliament of the Republic of Fiji – Government Chambers. He also serves on the Film Control Board and the Board of Assets Fiji Pte Ltd.

Mr. Shelvin Karan (Board Director)

Mr Karan is the Manager Domestic Conditions at the Reserve Bank of Fiji and has over 14 years of experience as a Macro Economist with experience in Fiji and the region. Apart from the RBF he has also worked at the International Monetary Fund’s Pacific Office as a Local Economist. Mr Karan has a Master of Commerce and Bachelor of Arts from the University of the South Pacific.

Ms Anabel Ali (Board Director)

Ms Ali is currently the Group Financial Controller and Company Secretary at Fiji Fish Marketing Group Company Ltd and and its 11 related entities in the hospitality, investment and fishing industries – a position she has held for the past 5 years. Prior to this, Ms Ali served as the Manager Audit and Assurance and Business Advisory Services for 10 years. She is also a member of CPA Australia, Australian Institute of Company Directors and Leadership Fiji.

Ms Ali has a Bachelor of Arts in Accounting & Financial Management and Public Administration and Business Management from the University of the South Pacific and Post graduate in Accounting from CPA Australia

Meet the team

Seema Shandil

Chief Executive Officer

Vinash Singh

Manager Campaigns

Information and Media

Jessica Lal

Manager Alternative Dispute Resolution & Consumer Advisory

Asheefa Aiyub

Manager Research and Policy Analyst, Research, Policy and Analysis Division

Kavitesh Pal

Manager Finance and Administration

Lusia Rabaka

Senior Research Officer

Research and Policy Analysis Division

Shovneel Ram

Research Officer

Research and Policy Analysis Division

Rabia Ali

Assistant Research Officer

Research and Policy Analysis Division

Ziyad Parvez

Senior Media Officer

Campaigns, Information and Media Division

Varanisese Michelle Vakula

Media Officer

Campaigns, Information and Media Division

Leanne Jane Prasad

Campaigns and Media Officer

Campaigns, Information and Media Division

Jese Waqabitu

Research and Debt Management Officer

Alternative Dispute Resolution and Consumer Advisory Division

Rufina Veisa

Complaint Management and Data Entry Officer

Alternative Dispute Resolution and Consumer Advisory & Administration

Navneet Chandra

Consumer Officer

Alternative Dispute Resolution and Consumer Advisory

Laisa Lomani

Assistant Consumer Officer

Alternative Dispute Resolution and Consumer Advisory

Prashant Chand

Assistant Consumer Officer

Alternative Dispute Resolution and Consumer Advisory Division

Dhirisha Prasad

Assistant Consumer Officer

Alternative Dispute Resolution and Consumer Advisory

Samuela Cama

Consumer Helpline Officer

Alternative Dispute Resolution and Consumer Advisory

Ranjaline Reddy

Human Resource and Training Officer

Ashneel Kumar

Assistant Admin Officer

Caroline Koto

Receptionist, Clerical and Administrative Officer

Nikhil Singh

Executive Officer

Venkateshwar Narayan

Regional Coordinator Labasa

Kavneel Kant

Assistant Consumer Officer

Serupepeli Finau

Consumer Officer Labasa

Alternative Dispute Resolution and Consumer Advisory

Atish Nand

Regional Coordinator Lautoka

Senivesi Lutu

Consumer Officer

James Vakacabeqoli

Consumer Officer

Jasleen Singh

Assistant Consumer Officer

CONSUMER RIGHTS AND RESPONSIBILITIES

On 15 March, 1962, US President John F. Kennedy delivered a historic address to the US Congress in which he outlined his vision of consumer rights. This was the first time any politician had formerly set out such principles.

“Consumers by definition include us all, ” Kennedy said in his Congressional statement. They are the largest economic group , affecting and affected by almost every public and private economic decision. Yet they are the only important group…whose views are often not heard”

Over time, the consumer movement has developed this vision into a set of eight basic consumer rights which now define and inspire much of the work CI and its members do:

CONSUMER RIGHTS

The right to satisfaction of basic needs – To have access to basic, essential goods and services: adequate food, clothing, shelter, health care, education, public utilities, water and sanitation.

The right to safety – To be protected against products, production processes and services which are hazardous to health or life.

The right to be informed – To be given the facts needed to make an informed choice, and to be protected against dishonest or misleading advertising and labeling.

The right to choose – To be able to select from a range of products and services, offered at competitive prices with an assurance of satisfactory quality.

The right to be heard – To have consumer interests represented in the making and execution of government policy, and in the development of products and services.

The right to redress – To receive a fair settlement of just claims, including compensation for misrepresentation, shoddy goods or unsatisfactory services.

The right to consumer education – To acquire knowledge and skills needed to make informed, confident choices about goods and services, while being aware of basic consumer rights and responsibilities and how to act on them.

The right to a healthy environment -To live and work in an environment which is non-threatening to the well-being of present and future generations.

This set of eight consumer rights now guide the campaign and policy work of CI and consumer organizations in the world over.

CONSUMER RESPONSIBILITIES

Critical Awareness – the responsibility to be more alert and questioning about the price and quality of goods and services we use.

Action – the responsibility to assert ourselves and act to ensure that we get a fair deal. As long as we remain passive consumers we will be exploited.

Social concern – the responsibility to be aware of the impact of our consumption on other citizens, especially the disadvantaged or powerless groups whether in the local, national or international community.

Environmental Awareness – the responsibility to understand the environmental and other consequences of our consumption. We should recognize our individual and social responsibility to conserve natural resources and protect the earth for future generations.

Solidarity – the responsibility to organize together as consumers to develop the strength and influence to promote and protect our interest.

STRATEGIC PLAN 2018-2022

FOREWORD

The Consumer Council of Fiji is pleased to present the Council’s Strategic Plan 2012 to 2022. The Strategic Plan is an evolving document that is reviewed annually to take into account changing situations, government policies, and emerging issues affecting consumers. The plan is expected to play a positive role in achieving a marketplace where consumers are well informed, confident, and protected from unlawful, deceptive, misleading, or otherwise objectionable practices. It is critical that consumers understand their rights and responsibilities and have the skills and confidence necessary to ensure they receive the best quality services and value for money.

For more information

Strategic-Plan-2018-2022_10-01-2018 Download

Manager-Finance-Admin Download

JD_SMO Download

JD_Media-Officer-iTaukei Download

ADVOCACY PROFILE

A well-functioning market economy needs educated consumers with the power to influence the market through their rational decisions when confronted with choice. Informed consumers are able to assert themselves in the marketplace, which in turn influences the behaviour of traders, pushing them to be voluntarily compliant with consumer legislation. Only through being informed can consumers gain the benefits of a well-functioning market economy. And in order to be informed, consumers must receive timely and accurate information. This information must be brought to consumers through as many mediums as possible to ensure maximum reach and effectiveness

MOBILE UNITS

Mobile units are cost effective means by which the Council can reach out to consumers who would otherwise not be able to access its services due to distance or transportation costs. The mobile units ensure that Council services are accessed directly thus increasing its reach and footprint. The Council also conducts market surveillance and trader visits in the respective areas where the information booths are set up.

SCHOOL VISITS

Consumer education should begin in early childhood to cultivate positive consumer attitudes and help youths develop independent thinking. This is especially important because more and more traders are targeting youths in advertising campaigns. Furthermore, many emerging consumer issues, such as data safety online, impacts young consumers who spend large amounts of time on social media and the internet. Educating school students on their rights and emerging consumer issues is important to ensure that unscrupulous traders do not swindle them. To do this, the Council actively seeks opportunities to visit schools and educate students on their rights and responsibilities.

COMMUNITY VISITS

Products and services in the modern world are constantly evolving to take into account the ever-growing needs of consumers. Unfortunately, the speed of this innovation can have a negative impact on consumer rights. This is because many products and services are in the hands of consumers before their consumer impacts are fully known. This lack of information on consumer rights with regards to new products is a cause for concern, even for the most informed urban consumers. Rural consumers are susceptible to greater risks simply because they may not have access to the most up-to-date information on consumer trends. Therefore, the Consumer Council of Fiji focuses on reaching as many villages and communities as possible in both rural and maritime areas. Community visits allow accessibility of Council Services and information in the most remote communities and ensures that they are not disadvantaged by distance.

WORKSHOPS

The Council conducts rigorous research on consumer policy issues to stay ahead of emerging trends in the marketplace. This research must then be communicated to stakeholders and consumers. Workshops give the Council an avenue to impart this information. Over the years Council has partnered with several organizations such as the Department of Youth and Sports, Ministry of Education, Fiji National University, Catholic Women’s League, the Fiji Disabled People’s Association etc to conduct workshops on various consumer topics and issues. The topics covered in these workshops have moved from the role of the Consumer Council, consumer rights and responsibilities, towards emerging problems that consumers face in their day to day living.

TALKBACK SHOWS

Talkback shows have also proven to be effective for the Council’s campaign on consumer rights, responsibilities and critical consumer issues. The Council has made arrangements with radio and television stations to ensure that it has got slots available to speak on topics which are in the interest of consumers. Talkback shows also all the Council to reach to hundreds and thousands of Fijians who can use this platform to directly communicate or raise any consumer related concerns.

SOCIAL MEDIA

Social media is continuously evolving and as such, the Council is evolving with it. Using platforms such as Facebook, Twitter and now Instagram, the Council has been able to reach consumers around the Country and overseas. This platform is used for disseminating consumer advisories and alerts. Since these platforms are interactive, it allows the Council to receive consumer complaints and provide timely responses to queries.

The Council also has an in-house production team which looks after audio/video production as well as basic graphics. The team also creates relevant content to be placed in various communications materials in English, Hindi and iTaukei in order to suit the language needs of consumers.

Contact the Council if you would like us to visit your community, village or school to create awareness, to set up a mobile unit or to conduct workshops. You may reach out to our Campaigns team at 9716263.

Project & Events

May 31, 2022

Control Consumption (Ctrl C) Project

May 31, 2022

Pacific Insurance and Climate Adaptation Programme (PICAP) Project

WCRD

March 17, 2023

World Consumer Rights Day 2023

May 31, 2022

WORLD CONSUMER RIGHTS DAY

May 31, 2022

WCRD 2022

COMMUNITY CONSUMER ADVISORY GROUP

In a joint effort to empower and protect consumers, especially the disadvantaged and marginalised ones, the Consumer Council of Fiji, with the support of the European Union, launched the Community Consumer Advisory Group (CCAG) on the 25th of June 2014 in Suva.

The group, which has a voluntary membership representing rural, remote areas of the country, will act as the Council’s eyes, ears and voice on the ground.

The Council has identified seven representatives from Savusavu, Taveuni, Nasinu, Lautoka, Rakiraki, Labasa and Levuka to be part of the CCAG.

Expression of interest

If you would like to be a part of our tireless group of volunteers as the Council’s eyes and ears within your community, you can express your interest to the email eo@consumersfiji.org

Community Consumer Advisory Group

Ms. Vani Vula

CCAG Representative - Lautoka

Ms. Hamida Khan

CCAG Representative - Nasinu

Mr. Shri Krishna

CCAG Representative - Rakiraki

Mr. John Leopold Apanna

CCAG Representative - Taveuni

Mr. Ashok Kumar

CCAG Representative - Savusavu

Mr. Mahendra Prasad

CCAG Representative – Labasa

Mr Mateo Vianny

CCAG Representative - Levuka

Today’s fast paced and diverse economic environment makes it imperative for consumers to be assertive in the market place in order to ensure that they get their money’s worth. In instances consumers are not assertive, the unscrupulous players in market place may exploit this ‘passive’ nature of consumers in order to profiteer at their expense. Hence, the Consumer Council of Fiji habitually reminds consumers of their responsibility to take Action – the responsibility to assert ourselves as consumers and act to ensure that we get a fair deal. This is based on the premise that as long as we remain passive consumers, we will be exploited.

How can consumers exercise their responsibility of action?

Consumers can exercise their responsibility of Action by letting businesses know when they are dissatisfied with their products and services. This is done by lodging complaints either directly with the business or the Consumer Council of Fiji…read more

Apart from using the dedicated Mobile APP, Consumers can now raise complaints directly from this website by clicking on the Button given below.

Testimonials

Gallery

Multisectoral Financial Literacy Panel Discussion

11 Photos

World Consumer Rights Day 2023

37 Photos

Green Action Week

9 Photos

Consumers International

The Consumer Council of Fiji is a full member of Consumers International (CI), the international federation of consumer organizations based in London. The Council has been a member of CI since 1989 and is the only consumer group in the South Pacific that is actively involved in CI’s international activities on consumer rights and interests.

COPOLCO

The Council is a member of COPOLCO – the Committee on Consumer Policy of the International Organization for Standardization (ISO)

National affiliations & consultative work

The Council’s status as the statutory representative of consumers in Fiji has made it an important partner or stakeholder in various Fiji consultative and policy-making bodies. The Council is often consulted by policymakers and industry groups on matters affecting consumers in Fiji.

Expression of Interest

The Consumer Council of Fiji provides for a dynamic, progressive and career building work environment and has a track record of molding young minds through exposure to a vast array of industries, sectors, organizations and other stakeholders.

The Council, on a need basis, frequently allows for university students and new graduates to work as a volunteer or attaché. Interested individuals can submit an expression of interest to join any of the teams below:

1. Campaigns Information and Media Division

Get exposure to writing press releases, liaising with media agencies, writing newspaper articles, conducting campaign work, community awareness sessions, workshops with business houses and project management.

Individuals with qualifications or progress towards qualifications in journalism, law, literature, language, public relations and other relevant fields are encouraged to apply.

Submit your interests to eo@consumersfiji.org

2. Alternative Dispute Resolution and Consumer Advisory Division

With the Alternative Dispute Resolution Division, individuals will gain experience handling consumer complaints, conducting investigations, market surveillance, facilitating mediation and consumer advisory.

Individuals with qualifications in law, economics, business administration and other relevant fields are encouraged to apply.

Submit your interests to eo@consumersfiji.org

3. Research and Policy Analysis Division

Get valuable experience handling service-related consumer complaints, conducting market surveillance, minor and major researches on consumer issues, policy submissions and project proposals.

Individuals with qualifications in law, economics, business administration, public health, environmental health and other relevant fields are encouraged to apply.

Submit your interests to eo@consumersfiji.org

4. Finance and Administration Division

Get acquainted preparing financial statements, dealing with human resource matters and other administration duties.

Submit your interests to eo@consumersfiji.org

Consumer Protection Laws

August 16, 2022

FCCC Act 2010

August 16, 2022

Consumer Council of Fiji Act 1976

August 16, 2022

Distress of Rent Act 1961

August 16, 2022

Second Hand Dealers Act

TENDER INVITATION

Supply and install New Desktop and Laptops

Expression of Interest Download

The need for regulating E-platforms and E-wallets

March 27, 2023

One of the most adopted and prevalent modes of cashless mediums being increasingly adopted by consumers, businesses and other users is e-wallets or mobile wallets. With the ever-growing popularity of e-wallets in today’s times, almost every shop from smallest to the biggest is accepting money through these methods of online payments making it faster and more reliable. Carrying cash is being reduced to a very great extent since the mobile phone is sufficient to perform all those functions. Arguably, more value is added and available to the consumer now.

E-wallets, in all their forms, are now an established piece of the global payments landscape and has taken the global market by storm. In 2021, digital wallets comprised 48.6% of e-commerce transaction value globally. By 2025 digital wallet use will account for just over half (52.5%) of ecommerce transaction value worldwide, versus 48.6% in 2021, according to the FIS Global Payments Report. At the physical point of sale, the report states, digital wallet use will rise to nearly 39%, an increase of about ten percentage points from 2021 levels.

That growth reflects increasing and maturing usage in markets where digital wallets dominate the payments mix, notably the Asia-Pacific region before being widely used by other nations including Fiji.

COVID-19 Drives Global Surge in use of Digital Payments

The pandemic was difficult for families and businesses across the world, yet many believe it accelerated growth in digital payments as people were less physically mobile during lockdowns and cash was perceived as a vector for COVID-19. Beyond these changes in consumer behavior, there were other conducive actions taken by governments and providers to grow the use of digital payments systems. Hence, the COVID-19 pandemic has spurred financial inclusion – driving a large increase in digital payments amid the global expansion of formal financial services and Fiji was no exception.

The challenges posed by the COVID pandemic forced many businesses to reimagine their businesses’ models and reengineer business processes to continue to remain relevant and accessible to their customers. One thing that has clearly stood out is businesses that had invested in digital platforms and technology have certainly been able to ride out the COVID wave much better. With hundreds of families affected by lockdowns and severe health implications associated with outdoor travel, Fijians were quick to utilize the digital banking platform to pay their bills and even purchase groceries online. Thousands of families also accessed the E-wallet platform to receive multiple rounds of Governments direct cash assistance during trying times.

COVID-19 Created Goldilocks Conditions for Mobile Money

The combination of changing consumer behavior, relaxed mobile money regulations, reduced transfer prices, and massive cash transfer programmes seem like the perfect storm to create goldilocks conditions for accelerated growth in mobile money.

The other side of the Spectrum

The sudden increased uptake in the use of e-wallets or mobile wallets over the past few years, although came with several benefits, it is not without its challenges and issues. For instance, the issues associated with the use of E-Wallets here in Fiji is security and the lack of consumer protection laws which is why some people still do not feel safe on this platform. The recent increase in cyberattacks worldwide and hoax messages requesting One Time Passwords has only fueled this perception further since people often believe someone else can access their account easily. Another con of the digital wallet is that sometimes people might struggle with their spending habits due to a lack of saving or budgeting skills. E-wallets are designed to offer seamless and easy transactions. While this is not a con in itself, those with poor budgeting skills may end up spending more.

The issues which consumers face with e-wallets is important as it impacts consumer wallet and rights. The Consumer Council of Fiji has received a total of 211 complaints in relation to E-Wallets since 2019, with a monetary value of over $13,000. It must be noted that these complaints do not include the complaints or grievances flagged to other organizations, letters to the editor, the traders and agents. Many passive consumers particularly in the rural and semi urban areas have also relayed their challenges during the Council’s community awareness sessions and aspire that their challenges would be resolved.

What are the issues prevalent in relation of mobile wallets

In Fiji the mobile money was introduced in 2010 by the Reserve Bank of Fiji (financial regulator) who had announced that they were working with two Mobile Network Operators (MNO), namely Digicel Fiji Limited, and Vodafone Fiji Limited to deliver mobile money services (mobile wallet) to the people. The objective of the mobile money was introduced to improve the lives of those who live in the rural and maritime areas by enabling them to engage in financial services that were not readily available due to their geographical location.

Based on an analysis of consumer complaints, queries and concerns, there are a few pertinent issues which consumers face requiring immediate attention. These include:

Registered and unregistered agents charging consumers exorbitant fees as high as $10.00
for withdrawal of funds;
Imposing of minimum spending limit for the use of QR pay services;
Agents charging service fees for the use of QR Pay;
Mobile money scams that involve sharing the One Time Passcode (OTP) in order to receive
a share of a prize money;
Charging fees for payments made via a mobile transfer; and
Unavailability of registered agents in the rural communities.

A deeper look into the issues surrounding mobile money platforms

The following are a brief discussion on the nature of complaints received at the Council in relation to mobile money e-wallet.

Charging exorbitant fees for withdrawals

One of the major issues raised by consumers is the exorbitant withdrawal fees charged by certain registered as well as unregistered agents. Whilst there are different fees specified by the mobile money service provider, individuals/traders seem to ignore it in their bid to make an additional buck. Currently, there are no regulation and policies which regulates these fees and charges. This issue was extremely prevalent during the COVID-19 pandemic as consumers received government assistant via their mobile wallets however, has continued since. In certain cases, consumers were forced to pay withdraw fee as high as $20.00.

Case Study 1
The complainant informed the Council that she went to withdraw $228.00 from her E-Wallet at a shop in Navua however, $18.00 was deducted as withdrawal fee.

Imposing of a Minimum Spend Limit on the usage of E-Wallets
The Council had observed through the complaints and tipoffs that certain agents imposed a minimum spend requirement on consumers intending to pay via QR pay. Hence, consumers were being forced to spend more than they required in order to access the services.
Conditions placed by registered agents for withdrawals
The consumers during the COVID-19 lockdown and even after the Pandemic explicated that businesses were placing restrictive conditions such as asking them to purchase goods in order to withdraw funds from their E-Wallets.

Case Study 2

A consumer went to withdraw money from her E-Wallet account from a service station however, was told to purchase goods from the store before she could withdraw cash from her account.

Agents charging a service fee of $0.30
Several consumers expressed their grievances that when making payments via QR Pay at certain service stations and retail outlets, they were asked to pay withdrawal fees of $0.30. As per the response from the E-Wallet provider in question, QR Agents should not be charging any fees however, there is no regulation or penalty restricting such practice.
E-Wallet Scam involving OTP sharing
The Council has received several complaints from consumers who have received calls from registered numbers claiming to be E-Wallet providers (scammers). These scammers state that the complainants have won cash prize money, and in order to claim the cash prize, these complainants would need to share their OTP (via the authentic 181 text message platform from Vodafone Fiji Limited). Once the OTP is shared/communicated, the funds are then immediately transferred from the complainants E-Wallet account.

Case Study 3

Complainant had received a call from a person (scammer) claiming to be a staff of the service provider. The scammer stated that the complainant had won a portion of $1500, and in order to access the same, she would be required to share her OTP number which she had just received on her mobile phone. Upon sharing the same, the complainants existing funds worth $562.00 was withdrawn from the complainant’s phone.

Charge of withdrawal fees for payments made via E-Wallets
The Council during its surveillance on social media platforms (Facebook and Instagram) recorded that online businesses were charging a fee ranging from $1 to $3 for payments made via E-Wallets. Whilst the nation is moving towards a cashless society, such fees may discourage consumers to engage in online purchases.

The urgent need for regulating E-Wallets

Multilateral standard-setting bodies such as the Bank for International Settlements have suggested that central banks may need to introduce specific safeguards to guarantee sufficient operational resilience for companies offering systemically important payment services to a significant section of the population.

In Fiji, transactions worth millions of dollars are done via mobile money wallets every week. Given the extent of use of this platform and the sheer volume of transactions performed using it, laws and regulations pertaining to its administration, use and terms and conditions is now imperative.

Why?

With the high uptake of mobile money wallets, multiple compounding issues have been raised by consumers and also discovered by the Council – as discussed above. These issues tend to breach the right of consumers and demonstrates the malicious intent of many individuals and traders to profiteer at the expense of consumers. However, given that the mobile money service providers are private companies and mostly deal with retailers and service providers; agreements between the two does not adequately protect the rights and interests of consumers. Furthermore, there are also individuals and traders which offer consumers the use of this service to pay for transactions however, tend to impose their own conditions and fees and charges.

Unfortunately, as there are currently no laws which regulates mobile money providers and services, consumer voice and interest in this matter is limited to non-existent. Whilst the Council has been addressing complaints pertaining to mobile money services, unless there are laws in place, these issues will continue to persist or even get worse.

Therefore, the Consumer Council of Fiji, as the voice of consumers in Fiji is currently in the process of developing a proposal to the relevant authorities for the need to develop regulations to regulate mobile money channel. As such, the Council is also calling on consumers to make their voice count by expressing their views on the same via the submissions portal on the Council’s website www.consumersfiji.org or email on Manager_rpa@consumersfiji.org.

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