Source document: https://docs-lawep.s3.us-east-2.amazonaws.com/1697733115887.pdf (Fiji)
Annual Report 2017-2018 Parliamentary Paper Number 97 of 2019 WHO WE ARE Labasa Lautoka Suva ABOUT THE COUNCIL Our Vision: To build a society of informed and responsible consumers in which everyone is treated fairly, obtains value for money and is able to exercise their consumer rights.

Our Mission: Make consumer voice heard and make it count.

The Consumer Council of Fiji (CCoF) is a statutory body established under the Consumer Council Act 1976.
The Council protects the rights and interests of consumers by promoting a fair and just delivery of goods and services.

First and foremost, the Council is an advocacy organisation, conducting rigorous research and policy analysis on key consumer issues.

CCF’s insight into consumer needs 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.

It will do more than simply draw attention to problems faced by consumers - it will champion creative solutions to improve their lives.

The Council would like to see consumers placed at the heart of new policies introduced by the Government.
International Affiliations The Consumer Council of Fiji is a full member of the UK-based Consumers International (CI), a federation of consumer organisations representing over 240 organisations in 120 countries.

The Council was elected in 2015 to serve the CI Council.

The Council is also a member of the Committee on Consumer Policy of the International Organisation (COPOLCO) for Standardisation (ISO).

Our Values The Council is committed to achieving positive change for consumers.
As a small organisation with limited resources, the Council will play an active role as a catalyst and facilitator for positive change in the marketplace.

The Council is committed to bringing about change through our core values.

These include being: • Professional, impartial and ethical in all our dealings.

• Accessible and helpful in sharing our knowledge.

• Transparent, accountable and consistent in our approach.

• Collaborative, innovative, proactive and focused on achieving outstanding results.
• Dedicated to learning, teamwork and mutual respect.

• • Value new ideas and seek ways of doing things better.

Foster open and honest communication.

Functions of the Council Section 6 of the Consumer Council Act 1976 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 any other person/organisations on any issues affecting the interests of consumers; • Collecting, collating and disseminating information in respect of issues 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 organisation outside Fiji having similar functions and becoming a member of or affiliate to any international organisation concerned with consumer matters; and Soliciting and accepting for the Council any money, land, or other property from the Government, any local authority, public body, organisation, or person by way of grant, subsidy, donation, gift, or otherwise.
• Our Strategic Goals Our priorities are reflected in four key goals: Goal 1: Improve consumers’ ability to make informed decisions.

Goal 2: Drive change to benefit consumers.

Goal 3: Solve consumer complaints through Alternative Dispute Resolution (ADR), Advisory services and legal representation.

Goal 4: Foster a high performance organisation.
3 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report TABLE OF CONTENTS 05 06 08 09 11 12 15 24 31 39 43 60 63 Letter to the Minister Board of Directors Organisational structure Executive Chair’s message Council achievements Highlights Campaigns, Information and Media Research and Policy Analysis Alternative Dispute Resolution Governance, Management and Finance Financial Reports Events Diary Annexes 4 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report @ConsumersFj @ConsumersFj Consumer Council of Fiji Consumer Council of Fiji www.consumersfiji.org www.consumersfiji.org XX (2018) 11 May, 2020 XXXXX 2019 Hon.Faiyaz Siddiq Koya Hon.
Premila Kumar Minister for Commerce, Trade, Tourism and Transport Minister for Industry, Trade and Tourism Civic Towers, Victoria Parade Level 3, Civic Towers, Victoria Parade Suva Suva Dear Minister, Dear Minister, Re: Consumer Council of Fiji Annual Report and Audited Accounts for 2017-2018 Re: Consumer Council of Fiji Annual Report and Audited Accounts for 2017-2018 To coincide with the financial year of the Government and in accordance with Section 16 (1) To coincide with the financial year of the Government and in accordance with Section 16 (1) of the Consumer Council Act, I submit the following: of the Consumer Council Act, I submit the following: (a) The Council’s Operational Report for the period 1 August 2017 to 31 July 2018; and (a) The Council’s Operational Report for the period 1 August 2017 to 31 July 2018; and (b) The Audited Accounts for the period 1 August 2017 to 31 July 2018.
Yours Faithfully Yours Faithfully ………..………………………...... ………..………………………...... Raman Dahia Raman Dahia Chair Chair Head Office Level 5 Vanua House Head Office Victoria Parade GPO, Suva Level 5 Vanua House Phone: 3300792/3310183 Victoria Parade GPO, Suva CEO: 3305864 Phone: 3300792/3310183 Fax: 3300115 CEO: 3305864 Email: complaints@consumersfiji.org Fax: 3300115 Email: complaints@consumersfiji.org Lautoka/West Suite 4 Popular Building Lautoka/West Vidilo Street Suite 4 Popular Building P.O.
Box 5396, Lautoka Vidilo Street Phone: 6664987 P.O.

Box 5396, Lautoka Email: consumerltk@connect.com.fj Phone: 6664987 Email: consumerltk@connect.com.fj Labasa/North Level 1, Lot 41 Raza Properties Ltd Labasa/North Nasekula Road Level 1, Lot 41 Raza Properties Ltd P.O.

Box 64, Labasa Nasekula Road Phone: 8812559 P.O.


Box 64, Labasa Email: colbs@connect.com.fj Phone: 8812559 Email: colbs@connect.com.fj 5 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report BOARD OF DIRECTORS Mr Raman Dahia, Chairman Mr Dahia is the Chief Liaison Officer of the Fiji International, a golf tournament co-sanctioned by the PGA Tour of Australasia, the Asian Tour and the European Tour.

He is a Director/ Shareholder of Dahia Shoes/Footwear Industries.
An accountant by profession, Mr Dahia, a Rotarian, is also a past president of the Fiji–New Zealand Business Council.

He has also served on the executive boards of the Samabula Health Centre, Fiji TCF Council, Fiji Exporters Club and the Employers Manufacturing Training Group.

Mr Dahia has been Chair of the Council since 2013.

Mr Vimal Kumar Mr Kumar is a career banker who joined the Bank of New Zealand (BNZ) in Fiji in 1973.
He became part of the Australia and New Zealand Banking Group Ltd in Fiji in 1990 following its takeover of BNZ.

In 2002, he joined HFC Finance as Manager Credit during its transition from Home Finance Company to the re-branded HFC Finance (now HFC Bank).

He is former President of TIV Sangam Lautoka Branch, President of Lautoka Golf Club and Treasurer of Lautoka Football Association.
He has also served on various committees and boards for sporting organisations, schools, temples and social clubs in the Lautoka and Nadi areas.

Mr Kumar is currently a Director/Shareholder of Dai-ichi Auto House Ltd, a motor vehicle spare parts dealer in Fiji.

He has been a member of the Council since 2013.


6 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Ms Elizabeth Jane Algar A Strategic Management and HR Consultant, Ms Algar has over 20 years of corporate executive experience in the private and public sectors including corporate management, education, aviation, retail and hospitality.

She has completed projects iTaukei with Palladium International, Cardno MDF-FEE, Affairs, RFMF TF, and IUCN amongst others.
She has recently been accredited with the NZAid Business Link Pacific Program as a Business Services Provider.

Before her appointment with the Council, she was the Corporate Services Manager for International Federation of Red Cross and Red Crescent Societies (IFRC).

Ms Algar has also worked at Australia Pacific Technical College (APTC), Strategic Air Services Australia and at Air Pacific.
She holds a Master’s in Business Administration, Post Graduate Diploma in General Management, Post Grad Certificate in HRM and Cert IV in Training and Assessment.

Ms Algar is also a qualified trainer and chef and teaches part-time at Fiji National University.

Ms Algar is a member of numerous professional associations and voluntary organisations – particularly those about women’s empowerment, health and education.

Mr Mohammed Gani Mr Gani has more than 15 years of extensive commercial experience.
He is currently the Country Manager-Fiji & the Pacific Islands at Brother International (NZ) Ltd.

Previously, he spent 9 years at the Telecom Fiji Ltd Group with 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 Master of Business Administration (USP), Master of Commerce (USP), Post Graduate Diploma in Management & Public Administration, Post Graduate Certificate in Financial Administration and Bachelor of Electronics Engineering (Pakistan).

Mr Gani has a keen interest in community development work with a particular focus on youth empowerment initiatives to which he dedicates a substantial amount of his spare time.

Mr Arunesh Chand Mr Chand is a businessman.


He holds a Bachelor’s degree in Marine Science and a Master’s degree in Governance from USP.

He is on the verge of completing his PhD in Climate Change Governance as well.

Mr Chand has previously served in various government ministries and with the Fiji National University before starting his own business in 2012.

He also serves as Board chairman for Aspire Network Fiji.
7 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report CONSUMER COUNCIL OF FIJI – ORGANISATIONAL STRUCTURE - ) T a u k e i ( i - O f f i c e r M e d i a ( i H n d i ) O f f i c e r M e d i a O f f i c e r - N C H C o n s u m e r A s s i s t a n t - - N C H C o n s u m e r - & O f f i c e r D a t a E n t r y M a n a g e m e n t & & ( N C H ) S e n i o r M e d i a O f f i c e r ( N C H ) & & T r a i n i n g H u m a n R e s o u r c e & M e d i a ( C I M ) M A N A G E R M A N A G E R C a m p a i g n s , I n f o r m a t i o n A D R & / CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report EXECUTIVE CHAIRMAN’S REPORT Raman Dahia I am pleased to present the Consumer Council of Fiji’s 2017-2018 Annual Report.
As an organisation, we strive to put our best foot forward every day and to serve the public in the most efficient and effective ways possible.

In this year’s report we are highlighting many accomplishments and activities that we have conducted to advance our vision of building a society of informed and responsible consumers.

This past year proved to be another eventful year for the Council.

Most notably, the Council uncovered unscrupulous practices under the HOMES-CARE initiative.
Some traders had hiked the prices of hardware materials taking advantage of vulnerable consumers who had lost their homes and valuables during Tropical Cyclones Keni and Josie.

A joint taskforce was set up with the Fijian Competition and Consumer Commission (FCCC) to investigate traders who were found to be engaging in unfair trade practices.

Consequently, 11 traders were charged for dishonest dealings by the FCCC.
A similar issue was also uncovered with the sale of Meningococcal vaccine by pharmaceutical companies.

In the early months of 2018, the Ministry of Health and Medical Services declared an outbreak of the life-threatening meningococcal disease.

Some traders used the outbreak as an opportunity to make profit.

With the knowledge that the demand for the product would increase, some traders resorted to charging higher mark-ups making it difficult for consumers to purchase vaccines.
The Council issued a statement to ensure consumers were informed of the cheapest vaccines available.

This fiscal year, the Council also took a lead role in trying to address the issue of Non- Communicable Diseases (NCDs), which account for 80 per cent of deaths in Fiji.

The Council, as part of the Alliance for Healthy Living conducted community workshops in Suva, Lautoka and Labasa to create awareness on the issue.
The Alliance constitutes several organisations including the Ministry of Health and Medical Services, Diabetes Fiji and the Consumer Council of Fiji.

9 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Perhaps one of the most significant changes in the Council’s history is in the relocation of its headquarters from Carnavon Street to Level 5, Vanua House, Victoria Parade in June.

The move is the culmination of years hard work put in by staff and management of the Council.
The new office has accommodated our staff increases and provides room for expansion.

It is disability friendly and offers easy access for our consumers who are physically challenged or are confined to wheelchairs.

The Council also noted significant changes in the area of policy development.

In the 2018- 2019 National Budget address the government announced a $3.5million subsidy allocation for kidney dialysis.

The Council had consistently lobbied for a reduction in dialysis costs for several years.
The subsidy would help bring relief for many consumers who were paying exorbitant fees for treatment.

Another policy change announced by the Government was the removal of the Credit Card Levy.

The Council viewed the levy as an added cost to consumers’ overall purchases.

Consumers are no longer required to pay the levy from January 2019.
As we enter the 2018-2019 fiscal year, the Council is turning its focus towards emerging consumer issues to ensure that consumers are adequately informed of market trends that may impact their spending habits.

The rapid pace of innovation and development in consumer technology, along with the constant output of new tech products for consumers is also an area the Council will focus on in 2018 - 2019.
Finally, the Council will support Parliamentary debates through submissions to the Standing Committees and inquiries.

It will continue to bring a consumer perspective to decision-making and encourage Government to put consumers at the centre of policymaking.

As we move forward to the next financial year, I would also like to take a moment to thank our former Chief Executive Officer, Mrs Premila Kumar, who resigned in July.
Much of the success this year has been due to her leadership for the past 11 months.

Mrs Kumar has made incredible contributions to the Council having being at the helm of the organisation for the last 12 years.

I thank her for her service, tenacity and dedication throughout the years.

I would also like to thank the international membership organisation for consumer groups, Consumers International.
The international consumer body has also been instrumental in allowing the Council to explore new and emerging consumer issues in the local and international context with their donor funding.

This has helped ensure that consumers are aware of developments in the marketplace.

I hope you enjoy reading this report and that it gives you further insight into the work that we do and the progress we have made as an organisation.
Our staff are our greatest resource, and I am proud to say we have a team committed to working together for the success of the Council in ensuring consumer protection.
Raman Dahia Executive Chair 10 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report OUR ACHIEVEMENTS IN 2017-2018 Number of complaints resolved 2903 349 Top complaint received- Landlord and Tenancy Number of people that benefitted directly from outreach programs 9,973 Number of workshops conducted 38 COMPLAINTS Monetary value of complaints resolved $5,361,647.59 Number of mediations conducted 304 Number of students 5,485 reached Number of traders discovered with issues relating to misleading and incorrect pricing, price control violations, improper labelling of products, food product quality and safety, and unhygienic practices 168 11 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 2017-2018 HIGHLIGHTS Goal 1- Improve consumers’ ability to make informed decisions 9,973 consumers received information and advice from the Council on a face-to-face basis.
Provide consumers with practical knowledge and skills • • A total of 1,488 consumers benefitted directly from the 31 mobile units.

• • • 20 community visits benefitted 396 participants.

38 workshops aided 2,123 consumers.

23 were request-based while 15 were self-initiated.

29 school & 10 lecture visits enabled 5,926 students to learn about their consumer rights and responsibilities.

40 students were assisted with school projects and assignments.
• Disseminate information • A total of 1,815 newsletters, 2,003 brochures, 2,655 posters & factsheets were distributed.

• 334 news articles including 283 English, 10 iTaukei and 41 Hindi articles were published in the print media covering 77 issues.

2,319 radio programs were conducted for a total of 8,676 minutes with 239 issues.

768 programs were conducted in English, 802 in Hindi and 749 iTaukei with 30 School Broadcasting Units (SBU).
412 TV programmes on 55 issues - 364 News and 48 Talkback shows (6 4 The Record, 8 Aaina, 2 Speak Your Mind, 16 Na Domomuni, 8 Breakfast Show, 7 Na Vakekeli and 1 Talk Business).

107 press releases were issued, and the Council responded to 42 Media requests.

126 advisory articles – 83 Features, 36 Shopper articles and 7 Property Guide articles have been published.

460 articles were published in all three languages.

13,639 friends on the Council’s Facebook page.

Facebook friends increased by 26.86%.


348 articles covering 47 issues were posted on 16 websites.

• • • • • • • Mount campaigns on key consumer issues • World Consumer Rights Day (WCRD) - WCRD 2018 was held at the USP FBE Postgraduate Theatre.

An inter-tertiary debate was held between USP and FNU on the topic “Should Cyberspace be regulated to deal with Cyberbullying and Fake News”.

Chief Justice Anthony Gates was the Chief Guest at the event.
More than 200 guests convened at USP on March 15 for the inter-tertiary debate.

Combatting NCDs – A factsheet on “Chaser Habits during Kava Consumption” was published.

A 30-second television commercial was produced on “Do you know how much sugar and salt is in your chaser?” and 55 commercials were aired on Fiji TV.

The Alliance for Healthy Living (Ministry of Health and Medical Services, Diabetes Fiji and Consumer Council) held workshops in Suva, Lautoka & Labasa.
• • Real Estate Sector – Concerns and complaints regarding the Real Estate Sector were highlighted at the 2017 National Consultation Workshop on Real Estate organised by Real Estate Agents Licensing Board (REALB) in the Central, Western and Northern Divisions.

12 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Production of Consumer Awareness materials • • 1,250 copies of a factsheet on “Chaser Habits During Kava Consumption” were produced.
4,000 copies of Consumer Watch was published and widely circulated to report on key activities, achievements, progress and success stories.

Educate and inform traders and service providers • The Council assisted 18 businesses to understand consumer laws and consumer rights and responsibilities.

These were: Vinod Patel – Home and Living, Southern Cross Foods Limited, FDB, LICI, MaxVal-U, BSP Life, Courts Fiji Ltd, R.C.

Manubhai Ltd, R B Patel, University of Fiji, Rooster Poultry.
Goal 2- Drive change to benefit consumers Advising the Minister on issues that affect consumers Two Issue Papers were prepared: • Issues paper on “Digital Rights and Responsibilities” and “Cyberbullying and Fake News” for WCRD.

Making representations on any issues affecting the interests of consumers 12 submissions were made on price changes, review and changes in the law.
• Conducting research and investigations into matters affecting consumers • 67 minor research undertaken were complaints driven and from regular market surveillance.

Conduct research in partnership with regional and international organisations • 6 international surveys were carried out with Consumers International and World Health Organisation.

• A proposal was submitted to Consumers International on “Unfair Trade Practices in the Banking Industry” for Anne Fransen Fund 2018.
Conduct market surveillance to establish product prices and compliance with product labelling and safety requirements and misrepresentation • • 168 trader visits and 73 service visits were made.

178 letters to regulatory agencies, 144 letters issued to traders and 80 letters to service providers were issued.

200 traders & service providers immediately rectified problems (expired food items, damaged items and labelling issues).

117 traders/service providers responded to the letters.
39 advertisements were scrutinised for misleading information, non-disclosures, with all traders/ service providers making amendments to their advertisement.
• • • Engagements to safeguard and promote consumer interests and influence the decision making processes of public and private sector groups • 234 key engagements during the year - Boards and Committees: 9 - Trader & Service Provider Engagements: 54 - Engagement with Regulators: 8 - Stakeholder Consultations And Forums: 22 - Other Engagements: 139 - National Workshops: 1 - International/Regional Engagement: 1 13 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Goal 3 – Solve consumer complaints through Alternative Dispute Resolution (ADR), Advisory services and legal representation Handle consumer complaints • 3,549 (1,687 – ADR, 1,862 –NCH) cases were registered worth $4,650,391.68.
An average of 295 complaints per month.

2,903 (1,549 - ADR, 1,354 – NCH) complaints were solved through mediation.

$5,361,647.59 money was recovered for the consumers.

81.8% of complaints successfully resolved through mediation where a total of 304 (ADR– 230, NCH - 74) mediation meetings were held.

• • • Advise and assist consumers • 2,741 (1,950-ADR, 791-NCH) consumers attended for advice/enquiries including advice/enquiries from CIM mobile Units.
2,141 enquiries made in Suva, 427 in Lautoka and 173 in Labasa.

Refer cases to other consumer protection agencies • • 194 (88-ADR, 106-NCH) cases were referred to other authorities.

64 (40-ADR, 24-NCH) cases were referred to the SCT.

Support and maintain legal proceedings • 36 (33-ADR, 3-NCH) consumers were assisted in filling in of SCT forms.

Suva assisted 20, Lautoka 14 and Labasa 2.

Debt management and consumer credit advisory services • Advice was given to 54 individuals on financial products.
Suva recorded 42, Lautoka 3 & Labasa 9.

31 consumers were assisted with debt restructure.

Suva assisted 17, Lautoka 10 & Labasa 4.

• 37 presentations were made on Debt Management and Consumer Advisory Services to the • community at large.

Suva presented 4, Lautoka 24 & Labasa 9.

Empower Consumers to use NCH • Awareness on National Consumer Helpline tollfree number 155 was included in 16 community visits, 9 workshops, 21 school visits and 6 lecture visits.
137 television commercials were played in English.

Council staff conducts awareness on debt management for a community in Nasinu 14 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report CAMPAIGNS, INFORMATION AND MEDIA GOAL 1: Improve consumers’ ability to make informed decisions.

The importance of having an informed consumer base cannot be overstated.

Informed consumers are capable of making sensible decisions.

Therefore, consumer education is pivotal within the buying society.
Consumers are informed on how to make better buying decisions and how their purchases directly affect the functioning of the economy.

Consumer education has become more relevant due to the rapid growth of products available in the market.

Informing consumers becomes even more important when the advent of technology, e-commerce and online shopping is considered.
The rapid development of these mediums for the exchange of goods and services means that online consumer rights and responsibilities are vulnerable to being left behind.

The Council’s outreach activities have evolved to reflect the importance of this.

Other than traditional means of awareness such as school and community visits, workshops and mobile units, the Council has dedicated a considerable amount of effort on online advocacy using social media platforms.
Consumer Council of Fiji CEO, Premila Kumar stresses a point at Council workshop 15 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Objective 1 Provide consumers with practical knowledge and skills to be more critical and competent when buying goods and services Education and awareness programs are used by the Council to educate consumers of their rights and responsibilities and inform them of emerging consumer issues in the marketplace.
This strategy helps to ensure that they are not duped and affected by predatory behaviour from unscrupulous traders.

To achieve this, the Council conducted the following activities: • Mobile Units: The Council’s Mobile Units are an extension of the Council’s complaints and advisory services.

These are commonly set up in municipal areas where there is a concentration of consumers.

The mobile unit aims to allow consumers to take advantage of the Council’s services at their doorstep.
The Council conducted 31 mobile units in the 2017-2018 financial year and reached out to 1,488 consumers, of which 815 were males and 673 females.

These consumers also took the opportunity to not only seek advice on consumer-related matters but to lodge their complaints against unscrupulous traders.
Table 1: Consumer Advisory Mobile Units CENTRAL/ EASTERN 2017-2018 WESTERN NORTHERN TOTAL Number of Mobile Units Total number of participants Number of males Number of females Number of complaints lodged Number of times advice sought (Source: Consumer Council of Fiji, 2018) 10 526 249 277 2 15 12 387 234 153 - 40 6 575 332 243 14 23 31 1,488 815 673 16 78 • Community Visits: Educating vulnerable and disadvantaged consumers in communities around Fiji remains the priority of the Council.
These consumers are economically disadvantaged as there is a significant imbalance of bargaining power when compared to producers and sellers of products and services.

The Council realises this and endeavours to protect their interests through community visitation to advocate on rights and responsibilities.

These community visits take into account rural settlements and villages, religious groups in communities and even social clubs.
These visits are conducted primarily by the vernacular speaking Media Officers as these are the languages predominantly used in these communities.

A total of 20 communities were visited in 2017-2018, reaching out to 396 consumers, of which 180 were males and 216 females.

Some of the communities visited included Nakauvadra, Dawasamu, Saivou Village, Nadogo, Nacula Village and Vunimoli.
Table 2: Community Visits 2017-2018 Number of community visits Total number of participants Total number of females Total number of males (Source: Consumer Council of Fiji, 2018) CENTRAL/ EASTERN WESTERN NORTHERN TOTAL 7 199 84 84 6 115 58 40 7 217 74 56 20 396 216 180 • Workshops – Workshops provide the Council with opportunities to interact with stakeholders and discuss important policy issues and legislation that concern consumers.
A total of 38 workshops were conducted with 2,123 participants, of which 1,208 were males, and 915 were females.
16 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Table 3: Workshops 2017-2018 Number of workshops Total number of participants Total number of females Total number of males (Source: Consumer Council of Fiji, 2018) CENTRAL/ EASTERN WESTERN NORTHERN TOTAL 12 694 300 394 14 1,071 476 595 12 358 139 219 38 2,123 915 1,208 • Visit to Schools: Children constitute a significant consumer group with their own purchasing power and notable influence over family spending.
Their interactions with businesses however, are often unsupervised and their rights as consumers are not always recognised or protected.

School visits are regularly conducted by the Council to ensure that students are empowered and educated.

The Council visited 29 schools, interacting with 5,485 students, of which 2,545 were males and 2,940 were females.
• Visit to tertiary institutions: The Council also delivered 10 lectures at tertiary institutions, which included Fiji National University’s Campuses in Labasa, Samabula, Nasinu and Lautoka as well as the University of the South Pacific’s Laucala campus.

A total of 441 participants (198 males and 243 females) benefitted from these visits.
The Council covered topics such as consumer rights and responsibilities, landlord and tenancy issues, the importance of receipts, e-ticketing as well as the functions of the Council.

Forty (40) members of the public, including school students, sought the Council’s assistance with regard to information for school assignments and research projects.

Table 4: Summary of Consumer Education & Outreach Program PROGRAMME Mobile Unit Community Visit Workshops School Visit Lecture Visits Public Assisted TOTAL NO.
OF PEOPLE THAT BENEFITTED DIRECTLY FROM THESE PROGRAMS 1,488 396 2,123 5,485 441 40 9,973 (Source: Consumer Council of Fiji, 2018) • Promotion of National Consumer Helpline (NCH): The Council raised awareness on the Council’s National Consumer Helpline 155.

A total of 137 TV commercials were broadcast on FBC TV and Fiji TV.

The toll-free helpline was extensively discussed during community visits, workshops, school and lecture visits.
Objective 2 Disseminate information on matters affecting the interest of consumers The Council ensures that information on consumer issues are disseminated widely.

Press releases and advisory articles, talkback shows on radio and television, publishing articles on the website and social media pages are the means the Council uses to achieve this.
17 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Table 5: Key Press Releases Issues in 2017-2018 100 years maturity date for an Insurance Policy is a shocker Council survey uncovers further price gouging by HOMES-CARE Vendors Consumers urged to stop misuse and abuse of antibiotics Joint Taskforce Undertakes Investigations into the CARE Programs BSP customers to check their transactions after ATM outage Worrying duping tactic noted by council Digicel needs to give a better explanation to Sky Pacific Customers Call for regulations to hold shipping companies accountable Businesses With No Point of Sale System to Stop Charging Plastic Bag Levy Budget Submission to Regulate the Sale of Real Estate Outdated fine payment records disrupt consumer travel A budget of opportunity Council concerned with price gouging under HOMES-CARE Initiative Regulators Need to Monitor EFTPOS Charges No Words from TAF after the Withdrawal of DECT and Wireless Devices $1.6 million worth of consumer complaints registered in Labasa Consumers under HOMES-CARE should not be Discriminated Financial disaster relief assistance for Consumers Consumers to be cautious of online trader Elegant Wear Council registers over $1 million worth of complaints during the festive season (Source: Consumer Council of Fiji, 2018) • Radio: A total of 2,319 radio programs covering 239 (English, iTaukei & Hindi) issues were conducted in 2017-2018.
These programs covered issues such as the regulation of property prices, issues with traders ripping off consumers under the HOMES-CARE initiative and the plastic bag levy.

One episode dealt specifically with the online shopping store, Elegant Wear.

The Council also recorded 30 School Broadcasting Units (SBU) for students and teachers.

The SBU is an important part of reaching out to schools to educate them of their consumer rights and responsibilities.
Table 6: Radio Programs in 2017-2018 LANGUAGE RADIO PROGRAMS NO.

OF ISSUES TOTAL AIRTIME DURATION (MINUTES) English iTaukei Hindi Total 768 749 802 2,319 82 76 81 8,676 2,691 2,917 3,068 8,676 (Source: Consumer Council of Fiji, 2018) • Television: With the introduction of Walesi and its six free to air TV channels, the Council has sought to target this medium to reach a wider cross-section of consumers.
The Council, through news and current affairs programs on FBC and Fiji TV, covered issues such as property insurance, kidney dialysis, compulsory third-party insurance, Credit Card Levy and Health Insurance.

A total of 412 programs covering 55 issues were broadcasted on television.

The Council also ran 55 commercials on “Do you know how much sugar and salt is in your chaser?” on Fiji TV in order to educate and raise awareness on the impact that unhealthy lifestyles have on consumers’ lives.
18 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Table 7: TV News/Talkback shows NO.

OF SHOWS NO.

OF ISSUES News Talkback shows Total 364 48 412 (Source: Consumer Council of Fiji, 2018) 30 25 55 • Print Media: A total of 334 newspaper articles were published in all three languages covering 77 issues.

One hundred and twenty-six (126) Advisory articles were also published, including Feature articles in the Fiji Times, Shoppers guide in the Fiji Sun and Property Guide articles.
Issues covered included the high sale price of meningococcal vaccines, unscrupulous traders taking advantage of the HOMES-CARE assistance, modified pin plugs, hybrid vehicle battery failures as well as press releases on the poor standard of inter-island shipping services.

Table 8: Newspaper articles LANGUAGE NO.

OF ARTICLES NO.

OF ISSUES English iTaukei Hindi (Source: Consumer Council of Fiji) 283 10 41 50 7 20 Facebook and Twitter are increasingly popular mediums that consumers use to receive news.
Facebook: The Council’s Facebook page is fast becoming a medium for consumers expressing their grievances and to provide tip-offs about unethical practices by traders in the marketplace.

It is also a medium for consumers to access consumer information.

At the end of the 2017-2018 financial year, the Council’s Facebook Page had 13,639 friends when compared to 10,755 friends in 2016-2017, an increase by 2,884.
Table 9: Top 5 issues debated on the Council’s Facebook page POST PEOPLE REACHED Hybrid Vehicles Battery Failure Air Travelers Urged to be Prepared Plastic Bag Levy Apply to the Point of Sale Users Planned Water Shutdown for Nadi and Lautoka 100 years maturity date for an Insurance Policy is a shocker (Source: Consumer Council of Fiji, 2018) 62,167 37,115 31,289 21, 968 16,595 Website: Various websites also published the Council’s articles online.
Sixteen (16) different websites published 348 articles online.

In addition, the Council’s website is regularly updated with press releases, advisories and publications.

The Council’s website had 2,247,566 hits in the 2017-2018 period.

Table 10: Website coverage NO.

OF WEBSITES 16 (Source: Consumer Council of Fiji, 2018) NO.
OF ISSUES COVERED 47 TOTAL NO OF ARTICLES ONLINE 348 19 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Website Hits 558,200 619,028 626,094 444244 700000 600000 500000 400000 300000 200000 100000 0 Quarter 1Q Quarter 2 Quarter 3Q Quarter 4 Website Hits (Source: Consumer Council of Fiji, 2018) Publications • • Consumer Watch: The Council published 4,000 copies of Consumer Watch (Volume 37 and Volume 38) in which key issues and activities were reported.
These issues included the Council’s analysis of the 2017-2018 Government Budget, the Joint Taskforce Investigation into the HOMES-CARE scheme, World Consumer Rights Day 2018, the Council’s NCD awareness and the Credit Card Levy.

Factsheets: A factsheet on “Chaser Habits During Kava Consumption” was produced.

1,250 copies each were produced in English and iTaukei.

The brochure strived to educate consumers on the amount of sugar in their kava chaser.
This initiative was part of a project titled “Combatting NCDs Through Consumer Empowerment”, funded by the Anne Fransen Fund (AFF).

Objective 3 Mount campaigns on key consumer issues to raise awareness and educate consumers to become participative, critical and competent in assessing goods and services The Council uses campaigns as a medium to raise consumer awareness, engagement and mobilization on key consumer issues.
These campaigns address new and emerging issues, giving consumers all the necessary information to ensure they are fully aware of the decisions they make in the marketplace.

Through these campaigns, consumers become conscious, proactive, critical, responsible and supportive towards demanding better quality products and services.
The Council conducted the following campaigns in the 2017-2018 period: • World Consumer Rights Day (WCRD): WCRD 2018 was celebrated on the theme: “Making Digital Marketplace Fairer.” Young people, as well as adults, are vulnerable to cyberbullying and harassment, predatory behaviour or disturbing online content.

A greater focus, therefore, must be put on effectively tackling the challenges digital transformation creates for online safety and cyber bullying.
To mark the occasion, the Consumer Council of Fiji held an inter-tertiary debate at the University of the South Pacific (USP), Laucala Campus on the topic “Should Cyberspace be regulated to deal with Cyberbullying and Fake News?” Stakeholders such as telecommunication companies, financial institutions, the Department of Communication, the Cyber Crime Unit of the Fiji Police Force, and various school representatives were present at the debate.
Chief Justice Anthony Gates was the Chief Guest and more than 200 guests convened at USP on March 15 for the inter- tertiary debate.

• NCDs awareness campaign: The Council took a lead role in October 2017 to raise awareness on NCDs.

A 30-second television commercial was produced on “Do you know how much sugar and salt is in your chaser?” and 55 commercials were aired on Fiji TV.
The Alliance for Healthy Living (Ministry of Health and Medical Services, Diabetes Fiji and Consumer Council of Fiji) held three community workshops in Suva, Lautoka and Labasa.

Presentations were made by representatives 20 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report from the Ministry of Health and Medical Services, UNDP, World Health Organisation, Diabetes Fiji, Ministry of Youth & Sports, National Food and Nutrition Centre and Consumer Council of Fiji.
Additional funding was secured from the Ministry of Health and Medical Services for the Labasa workshop logistics and airing of television commercials.

As a result of the awareness created during the NCDs workshops and in the media, the issue of chaser habits and how it contributes to NCDs is now under the attention of the Ministry of Health and Medical Services.
• HOMES-CARE awareness campaign: The Council conducted thorough research on unscrupulous trader behaviour under the HOMES-CARE initiative and subsequently issued press releases and conducted media interviews on the issue.

The issue was widely reported in both the local and regional media (New Zealand).

Traders had increased their prices to take advantage of recipients of the HOMES-CARE Assistance.
As a result of the Council’s vigilance in this area, a Joint Task Force was set up with the FCCC to investigate traders and charge those who were found to be engaging in unfair trade practices.

During the financial year, 11 traders have been charged for dishonest dealings by the FCCC.

• Media Engagement: The Council organized its first-ever “Media Seminar on Consumer Protection” in July this year.
The objective of the information session was to discuss how the Council and media organisations could work together to empower consumers with their day-to-day decisions to improve their quality of living.

The Council made presentations highlighting the rights and responsibilities of consumers.
The issues discussed include the United Nations guidelines for consumer protection, the roles and functions of the Council and emerging issues such as car safety, consumer protection in the digital age, bad business practices by some members of the real estate industry and financial institutes.

A café style discussion was also held with the participants to gauge how best the Council and media could help each other in supporting the Fijian consumers.

Participants discussed several important issues.


Firstly, it was felt the Council needed more power to assist consumers through class action status.

Secondly, the Council needed to conduct more awareness sessions with communities and schools, as many consumers are still unaware of the Council’s role and functions.

As a result of the media seminar, the Council was able to educate journalists on pertinent consumer issues and also make valuable contacts for further awareness.
Community Consumer Advisory Group (CCAG): A review workshop for the CCAG representatives was conducted in July 2018.

CCAG is made up of volunteers willing to actively participate in promoting consumer rights and acting as the “eyes” and “ears” of the Council in their communities.

The Council has CCAG members in Nasinu, Labasa, Levuka, Lautoka, Rakiraki, Taveuni and Savusavu.
The Council reviewed the membership of five CCAG members from Savusavu, Taveuni, Lautoka, Rakiraki and Nasinu, renewing their membership.

The Council will look to identify more active CCAG members in the next financial year.
• Participants of a workshop conducted by the Consumer Council of Fiji 21 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Objective 4 Educate and inform traders and service providers about consumer protection Consumer protection relies not only on having educated consumers but also ensuring that traders are compliant with consumer legislation.

Therefore, it is not only imperative to inform consumers of their rights but also educate traders about the role they play in consumer protection.
It is in the best interests of traders to ensure that they engage in fair trade practices.

In the 2017-2018 financial year, the Consumer Council of Fiji conducted workshops for traders and service providers to educate them on their legal obligations, redress mechanisms and examples of unjust trade practices.

These workshops also provided them with a platform to understand the expectations of the consumers and how to improve their services.
Table 11: Awareness Programs with Traders/Service Providers NAME OF THE ORGANISATION Fiji Development Bank LICI Southern Cross Foods Limited TOPICS DISCUSSED • Role of the Consumer Council of Fiji; • Lobbying for consumer protection in the Financial Sector; • Consumer protection in the Financial Services Sector (Consumer Credit Act, Banking Act, Unfair Trade Practices); Is FDB customer-centric or customer- focused?

Why should FDB listen to its customers?


; • Council’s experiences – FDB Case Studies/Complaints • received from FDB clients; • How do customers remember FDB; and • Debt management services • Role of the Consumer Council of Fiji; • Consumer Protection in the Financial Services; and • Debt Management Services.
• Role of the Consumer Council of Fiji;; • Consumer Rights & Responsibilities; • Complaints Handling; • Pesticides; • Consumer Credit Act; • Debt Management; • Money Lending; • Landlord and Tenancy; and • About National Consumer Helpline and its Complaints Procedure Vinod Patel Fiji Ltd Real Estate Agents Licensing Board BSP Life • Role of the Consumer Council of Fiji; • Consumer Rights & Responsibilities; • Complaints Handling Process; • Mediation; and • National Consumer Helpline.
• Why Consumers Engage Real Estate Agents; • Nature of Complaints; • Complaints Statistics from 2008- 2017; • Disclosure of key information; • Complaints related to Landlord and Tenancy; and • VAT non- disclosure.

• Role of the Consumer Council of Fiji; • Rights and Responsibilities of the consumers; • Insurance Act; and • Customer Service.
22 LOCATION Suva Suva, Lautoka Ba Labasa Nadi Nadi CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Max Val-U RB Patel Rooster Poultry Courts RC Manubhai • Pesticides; • Consumer Credit Act; • Debt Management; • Money Lending; • Landlord and Tenancy; • About NCH; and • NCH complaints Procedure.
• Role of the Consumer Council of Fiji; • Consumer Responsibility/Roles; • Complaints Handling; • Pesticides; • Consumer Credit Act; • Debt Management; • Money Lending; • Landlord and Tenancy; • About NCH; and • NCH Complaints Procedure.

• Role of the Consumer Council of Fiji; • Consumer Responsibilities/Roles; • Complaints Handling; • Pesticides; • Consumer Credit Act; • Debt Management; • Money Lending; • Landlord and Tenancy; • About NCH; and • About NCH complaints Procedure.
• Role of the Consumer Council of Fiji; • Consumer Rights & Responsibilities; • Types of Complaints Handled; and • Debt Management • Role of the Consumer Council of Fiji; • Consumer Rights & Responsibilities; and • Types of Complaints Handled.
Nadi Lautoka Ba Labasa Labasa 23 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report RESEARCH AND POLICY ANALYSIS GOAL 2: Drive change to benefit consumers The Council has intimate knowledge and hands-on experience of the problems faced by consumers in the marketplace.

Therefore, the Council conducts regular market surveillance (price surveys, trader/ service provider visits, product scrutiny) and engages in evidence-based research.
These give the Council a first-hand insight into the problems that consumers face in the market place daily.

With this information, the Council can raise concerns with the policymakers and other stakeholders to strengthen policies and practices for consumer protection.

Evidence-based research is used for making submissions, lobbying for policy changes, as well as creating awareness on issues to change consumer behaviour in the marketplace.
In addition to regular market surveillances, monitoring of advertisements is undertaken to protect consumers from unscrupulous traders and service providers.

Objective 1 Advising the Minister on issues that affect consumers Two issue papers were developed to lobby for changes in policy to protect consumer interests.

The first issue paper was on the digital age, particularly on digital rights and responsibilities spread among consumers, the government and the private industry.
Another issue paper was prepared on the impact of cyberbullying and fake news on society.

The Council used these papers for lobbying to the Minister for necessary policy changes and reforms.

Objective 2 Make representations to the Government or any other persons or organisation on issues affecting the interest of consumers The Council would like to see consumers placed at the heart of new policies introduced by the Government.
The Council regularly makes written and oral submissions to policymakers, Government regulators and private sectors on issues affecting the consumers.

The Council’s submissions ensure that the consumer voice is heard in the formulation of policies, the enactment of laws and regulations, and other reforms.

During the year, 12 submissions were made, out of which one submission was tabled in Parliament before the Standing Committee.
Moreover, ten submissions were proposed to the regulator – the Fijian Competition and Consumer Commission while one submission was presented to the Ministry of Economy.

24 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Table 12: Submissions No.
TO ABOUT Fijian Competition and Consumer Commission Fijian Competition and Consumer Commission Fijian Competition and Consumer Commission Fijian Competition and Consumer Commission Fijian Competition and Consumer Commission Fijian Competition and Consumer Commission Fijian Competition and Consumer Commission Fijian Competition and Consumer Commission Standing Committee on Justice, Law and Human Rights, Fiji Parliament Submission on Real Estate Regulations 2017 Review of Bus Fares Draft Self-Regulating Guideline on the E- commerce Business in Fiji Review of Commerce (Control of Prices for Marina Management Services for Passengers on Commercial Ships and Cargo Transportation) Order 2015.
Guidelines on Safe Food Handling in Catering Services.

Review of Commerce (Control of Prices for Cement Products) Order 2015.

Sunergise (Fiji) Limited Solar Based Off- Grid Electricity Tariff.

Review of Commerce (Control of Prices for Supply of LPG in Fiji) Order 2015.

Online Safety Bill, 2018.

Fijian Competition and Consumer Commission Review of Commerce (Control of Prices for Postal Services) Order 2015.
Fijian Competition and Consumer Commission Review of Commerce (Control of Prices for Basic Food Items, Pharmaceutical Products and Petroleum Products) Ministry of Economy 2018 – 2019 National Budget Submission (Source: Consumer Council of Fiji, 2018) National Budget Submissions Through budget submissions, the Council requests the Government to consider the concerns of Fijian consumers in its budget priorities.

Consumers are the single largest group impacted by economic decisions.
The Council continued to call on the Government to focus on the rising cost of living and help bring relief to consumers.

Requestes were made for the reintroduction of Value Added Tax (VAT) exemption on basic food items such as rice, flour, split peas, eggs, tin fish, tea, milk, margarine, oil and medicinal products.

It also asked for the introduction of Maximum Retail Price (MRP) on goods as done in India to encourage competition as well as stop dishonest traders from cheating consumers.
The Council also requested the Government to review the water tariff rate for residential consumers to include either a flat rate or two-tier system.

There have been growing concerns over the Water Authority of Fiji’s (WAF) billing system that appears to be systematically squeezing consumer dollar through their uncertain or unscheduled billing cycles.

Hygiene regarding second hand clothing was a major concern for consumers of second-hand clothes.
This concern has prompted the Council to call for stringent regulations on second-hand clothing and the reduction of duty on brand new clothes.

Impact of Submissions The Council not only made some impact from its 2018-2019 National Budget submission, but also from 25 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report previous submissions since 2010, as follows: • • • $3.5 million allocation for kidney dialysis treatment.
This was possible after continuous lobbying by the Council, through its budget submissions, to reduce the costs of dialysis treatment offered by the Kidney Foundation of Fiji.

The Council notes that the life-saving subsidy comes as a relief and will greatly reduce dialysis costs for families in need of the treatments.

People with household incomes over $30,000 would be offered dialysis for $150 a treatment.

Families under the $30,000 threshold would be able to attain the same service for $75 a treatment.
The Council has continuously lobbied over the years for the Credit Card Levy to be removed as it was an added cost to consumers’ overall purchases.

Hence, the Council welcomes the announcement made in the 2018-2019 National Budget in June that states consumers will no longer be required to pay the levy from January 2019.

The imposition of a higher specific duty rate of $2.00 per litre on imported carbonated and sweetened drinks.
Standards Development Work in 2017 – 2018 Standards are essential for consumers in Fiji and can be viewed as a protection mechanism that guards against consumption of sub-standard, unsafe or counterfeit products.

With effective standards in place, consumers can be protected from any harmful effects or defects of a product and obtain value for their money.

A lack of standards coupled with lack of enforcement often results in the influx of counterfeit products ranging from cosmetics to mobile phones.
In Fiji, consumers have been easily duped into purchasing counterfeit products that have been flooding the local market with little or no protection.

During the year, the Council participated in the discussion on Code of Practice for Safe Food Handling as well as its technical committee meeting at the Ministry of Industry, Trade and Tourism.

Objective 3 Conducting research, investigations and market surveillance into matters affecting consumers.
Minor Research & Investigations A total of 67 research and investigation works were carried out for this period.

The research and investigation reports were disseminated to consumers and other interested stakeholders via press statements, feature articles and campaigns to warn consumers to be careful in the marketplace.

These reports were also used to strengthen the submissions made to the Government and policymakers.
Notable Issues • • Environment Climate Adaption Levy (ECAL): After the introduction of ECAL from 1 August 2017, a rate of $0.10 was applicable on plastic bags with handles by businesses with Point of Sale (POS) system.

However, majority of traders and service providers were charging $0.10 per plastic bag with no handles and no proper POS system.

The Council’s survey findings were forwarded to Fiji Revenue and Customs Services (FRCS), after which most traders were identified that did not have a POS system.
FRCS then issued warning notices to non-compliant traders.

Press releases were also done on the above issue to create awareness amongst consumers.

Introduction of E-Ticketing System: After years of lobbying for the implementation of E-Ticketing system, the government made e-ticketing mandatory from 1 October 2017.

A survey was conducted to establish the issues surrounding public outcry.

It was established that drivers need to be trained and consumer awareness was necessary.
Press releases were used to inform consumers of the benefits of having this system in place as well as the need for relevant authorities to provide adequate training to the drivers on the operation of the system.

Consequently, improvements were noted and there has been a reduction on the complaints received by the Council.
• Abuse of FARMS-CARE/HOMES-CARE Government Initiative: The Council conducted a joint taskforce with the Fijian Competition and Consumer Commission (FCCC) investigating claims of the alleged price gouging by traders under Government’s FARMS-CARE/HOMES-CARE initiative, which was set up to help vulnerable victims of natural disaster.

A taskforce comprising of staff from the two organisations visited traders in the Western and Northern divisions to investigate unscrupulous businesses.
They found some traders were accepting payments and delivering items at a later date.

A total of 11 traders were identified and charged for hiking prices after the investigations.

Impacts • Consultation on Advertisement for Precise Consumer Information: Niranjans Motors Limited 26 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report consulted the Council on an advertisement “Mazda BT 50 Pro” that was intended to be published in the daily papers.
After carefully examining the advertisement, the Council proposed that the company have the provision “Pictures are for illustration purposes and enquire for more details” as part of the advertisement for clarifications purposes.

The same was incorporated by Niranjans Motors Limited.
• Crest Chicken Liver Weight Scam: The Council carried out a snap survey to ascertain whether supermarkets were reflecting the correct weight marking for Crest Chicken Liver 800g (with bonus 200g) on the price ticket for consumer information.

The initial weight of the product was 800g, and then it was reintroduced with an increased weight of 200g as a bonus to consumers.

The Council found that three out of six supermarkets failed to display the correct weight marking which should read “800g + 200g Free”.
Instead, the product read as “1kg” on the price ticket thus was priced accordingly.

These traders were advised to amend the price tickets, and a follow-up survey was conducted.

All three supermarkets changed the price tickets, and one supermarket even dropped the product price.
Market Surveillance The Council sees surveillance as a pre-emptive measure aimed at detecting and deterring potential market abuse and avoiding disruptions to the market from abnormal trading activity, including market and price manipulation.

The Council conducts market surveillances periodically to monitor price changes, business practices and the standard of retailed products and services.
These surveillances play an important role in ensuring that integrity and fairness principles are maintained for consumers in the trading environment by protecting them against unsafe products and general non-compliance.

Surveillances conducted are either complaints driven or spot checks to verify claims made by consumers on unfair trading practices.
Visits are also made to utility providers, financial services sector, public offices and other service providers to gauge the level of service provided to consumers.

Trader and Service Visits A total of 241 traders and service providers were scrutinised by the Council’s market surveillance team this year.
Out of this, 168 traders were reported with issues relating to misleading and incorrect pricing, price control violations, improper labelling of products, food product quality and safety, and unhygienic practices.

Visits were also made to 73 service providers that included commercial banks, public offices, and utility companies to examine the customer service standards.
During these visits, the team ensured on-site discussions were carried out with the immediate supervisor for rectification of the issues identified.

Impacts • A total of 168 traders and service providers across the Central, Western and Northern divisions immediately rectified problems that were identified during market surveillance and investigations.

Some issues identified include expired food items, damaged items, labelling issues, misleading sales notices & prices, and conditional selling.
Trader/service provider visits involved on-site discussions with store managers and meetings with the management team for effective rectification of issues identified.

The Fijian Competition and Consumer Commission, Ministry of Health Food Unit and respective municipal councils were notified for non- compliance of laws.

• Hong Yi Fashions was identified for not reflecting the amount of VAT charged on items purchased in its receipt or stating that prices were “Inclusive of VAT”.
The Council raised the matter with the Fiji Revenue and Customs Services who further investigated the issue.

As a result, Hong Yi Fashions made alterations to its cash register, and after a follow-up visit, the Council noted that the receipts reflected the amount of VAT charged on items sold to consumers.

• Carpenters International failed to disclose the ‘country of origin’ on “Island Canned Fruits”, a product retailed at Max Val-u Stores.
The Council highlighted its findings to Ministry of Health Food Unit, after which the importer recalled the product from the market and only displayed it after placing stickers detailing China as the ‘country of origin’ for the product.

• Damodar Group made changes to its parking conditions at the Damodar City complex after the Council recommended that they implement a parking practice similar to other shopping complexes around Suva.
The group reviewed its decision and provided 30 minutes of free parking at the facility.

Later, it was noted that one hour of parking was offered for free.

27 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report • Mr Navinesh Chand paid for three tickets to travel to India with Fiji Airways for his mother’s medical treatment.

It was a connecting flight to Singapore co-shared with Jet Airways.

Despite applying for an online medical visa for his mother, the visa read tourist instead.
This resulted in Mr Chand not taking his flight even though he was issued with a valid boarding pass.

The Council investigated the matter and liaised with Fiji Airways and Jet Airways.

Jet Airways refunded NZD $3,395.40 (FJD $4, 815.58) to Mr Chand.

• Mr Kumar had experienced internet issues due to a malfunctioning modem and wrote to Digicel Fiji Limited on the issue requesting for account closure.
After waiting a week without receiving a Table 13: Summary of Trader & Service Provider Visits for 2017 - 2018 LOCATION NO.

OF TRADER VISITS NO.

OF SERVICE PROVIDER VISITS Suva Lautoka Labasa TOTAL 66 52 50 168 (Source: Consumer Council of Fiji, 2018) 23 29 21 73 TOTAL 89 81 71 241 promotions advertised were blurred with very fine print and an obscuring background.

The trader assured the Council that future advertisements would be reader- friendly.
• Shreedhar Motors Limited advertised a new addition Ford Ranger that failed to state whether the vehicle was manual or auto driven.

The trader confirmed that the vehicle was manual and ensured to mention such specification in future advertisements.

• Reliable Computers and Security System Fiji had a flyer that failed to mention whether prices advertised were inclusive of VAT.
It later confirmed that all items were VIP and assured that all future flyers or advertisements would have the disclosure made on VAT.

• • • Cost-U-Less Supermarket advertisement in the Fiji Sun on 07/06/18 that Nescafe Original 500g was on sale.

However, it was the Nescafe Original 200g that was actually on sale.

The Council inspected the supermarket for clarification and saw that an apology note was displayed for consumers regarding the error.
Electrical, failed to mention the capacity for the following products, NC-GF1WSH Coffee Maker and MK-GB1WSH Bower Mixer, in its 2018 Mother’s Day Catalogue.

After the Council’s intervention, Narhari made immediate amendments and pledged not to repeat the same error in future.

Saiyad was reading through a daily newspaper when he saw that “Raw Prawn Cutlets” were advertised for $28.95 kg by New World IGA.
Upon purchasing, the cashier told him that the advertisement was for a different product, namely “Raw Prawn”.

New World mentioned that the product to be advertised was Raw Prawn at $28.95 and not Raw Prawn Cutlets that carried a price of $79.95.

Based on the Council’s negotiation, the consumer was provided with the ‘Raw Prawn Cutlet’ valued at $79.95 free of cost.

• Ms. Mausio won a smartphone as part of the MH ‘Back to School’ promotion in March 2018.
She was notified of her win through an advertisement in a daily newspaper.

Numerous attempts to reach the point of contact and redeem the prize proved futile.

Based on the Council’s intervention, the company indicated the prize was burnt in a warehouse fire causing the delay.

The fire, however, had occurred a month after the winning entry was advertised.

Carpenters eventually facilitated the prize of a Samsung Galaxy J1 Mini mobile phone.
Objective 4 Conduct research in partnership with regional and international organisations The Council remains committed to being part of international consumer organisations and executed activities organised by Consumers International (CI).
This year, the Council participated in six international surveys: • • Provided comments on the paper “Unit Pricing” to Consumers International; Completed a questionnaire survey on “Open Call for 2018 Thematic Suggestions for 2018 Asia 28 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report • • • • Pacific Regional Internet Governance Forum” and submitted to Consumers International; Completed a questionnaire survey on “Consumer Product Safety Survey” and submitted to Consumers International; Completed a questionnaire survey on “Consumer Member Insight Survey” and submitted to Consumers International; Provided comments on the paper “Approach for the Prevention and Management of Conflicts of Interest in the Policy Development and Implementation of Nutrition Programmes at Country Level” to World Health Organization (WHO); Provided comments on the paper “Members work on nutrition and food hygiene” to Consumers International for World Health Organization 2016-2018 report.
Objective 5 Engage with government, regulators, policymakers, private sector, NGOs and civil society groups to safeguard and promote consumer interests Engaging with stakeholders is necessary to address consumer issues and to understand the emerging issues arising both locally and internationally in the marketplace.

During the year, the Council undertook 234 engagements with Government bodies, regulators, traders and service providers, and civil society groups.

Refer to Annex 3 for more details.


Table 14: Summary of Key Engagements KEY ENGAGEMENTS Boards and Committees Trader & Service Provider Engagements Engagement with Regulators Stakeholder Consultations and Forums Other Engagements National Workshops International/Regional Engagement TOTAL (Source: Consumer Council of Fiji, 2018) 9 54 8 22 139 1 1 234 Government Boards and Committees As part of various boards and committees, the Council attended nine meetings.
The Council’s participation in these meetings provided views and opinions from the consumer’s perspective on the respective issues under discussion.

The Council was part of the following boards and committees: Stakeholders’ Consultation and Forums The Council was engaged in 22 consultations representing consumers.

This provided a platform for voicing consumer concerns and complaints amid a large number of participants from different sectors, at the same time, recommending the necessary changes.
Private Sector Engagements The business sector communication is important to address consumer grievances and issues identified from market surveillances.

For this period 54 meetings were held.

Engagement with Regulators The Council had eight meetings with regulators about unfair trade practices undermining consumer confidence in the marketplace.
The discussions centred on the action the regulator was willing to take on these matters, as regulators are key players in enforcing laws against unethical business practices.

International and Regional Engagements The CEO represented the Council at the 28th meeting of ACP-EU economic and social interest groups, organised by the European Economic and Social Committee (EESC) on 15- 16 May 2017 at its headquarters, located at Rue Belliard 99, 1040 Brussels, Belgium.
The meeting was to promote dialogue between economic and social players in the European Union (EU) and African, Caribbean and Pacific (ACP) countries.
29 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Food Taskforce - Technical Advisory Group (Ministry of Health) Central Board of Health (Ministry of Health) Fiji Medical Products Board (Ministry of Health) Fiji Pharmacy Profession Board (Ministry of Health) Diabetes Fiji Fiji National Codex Committee Trade Standards Advisory Council Complaints Management Forum (Reserve Bank of Fiji) National Antimicrobial Resistance (AMR)Committee Objective 6 Cooperating with any person, association or organisation outside of Fiji having similar functions and becoming a member of or affiliated to any international organisation concerned with consumer matters The Council is affiliated with Consumers International (CI), a membership organisation for consumer groups around the world and remained committed by executing activities organized by the international entity.
Working in partnership and exercising influence with integrity, tenacity and passion, the Council contributed towards international surveys set up by CI.

This included comments on unit pricing, approach for the prevention and management of conflicts of interest in the policy development and implementation of nutrition programmes at country level to World Health Organization (WHO).
The Council also completed questionnaire surveys on thematic suggestions for the 2018 Asia Pacific Regional Internet Governance Forum, consumer product safety, and consumer member insight organized by CI.

Furthermore, in its best interest to protect consumers through advocacy, the Council provided updates on its work on nutrition and food hygiene for WHO 2016-2018 report.
These updates gave the Council a voice in international policy-making forums and the global marketplace to ensure consumers are treated safely, fairly and honestly.

MISLEADING ADVERTISEMENT Misleading advertisements remain an issue whereby consumers are provided deceptive information that is likely to cause the average consumer to act in a way they might otherwise not.
The images below is a good example which shows that that the sale price of the television set ($799) is more than the original price($729) which is deceiving.

Upon the intervention of the Council, the error was corrected( refer to the image on the left).
30 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Alternative Dispute Resolution GOAL 3: Solve consumer complaints through Alternative Dispute Resolution (ADR), Advisory Services and Legal Representation The ADR Division is mandated to increase knowledge on the nature and dynamics of the consumer market.

The division provides advice to consumers and investigates complaints that are are lodged at the Council.

The Council addresses consumer concerns and assists consumers in seeking adjudication.
Objective 1 Handle consumer complaints against traders and service providers The Council received numerous complaints on faulty products and dissatisfactory services.

A total of 3,549 complaints (an average of 295 complaints per month) worth FJD $4,650,391.68 were registered on the ADR and NCH database.

Out of the total registered complaints, the Council successfully resolved 2,903 cases, saving consumers FJD $5,361,647.59.

The Council resolved 297 cases through mediation with the concerned parties.
Table 15: Summary of Consumer Complaints ISSUE CENTRAL/EASTERN WESTERN NORTHERN TOTAL Registered Complaints Number of Cases Resolved (Source: Consumer Council of Fiji, 2018) 2,066 1,796 1,214 852 269 255 3,549 2,903 Mediations held from 2017 to 2018 Mediation is an effective means of dispute resolution.

The Council held 304 mediations this financial year.

Mediation provides a forum in which parties gain understanding of consumer related issues and work together to explore options for resolution.
Through mediation, parties determine for themselves the outcome of a particular complaint and settle matters without the need for litigation.
Table 16: Summary of Mediations Held ADR/ NCH MEETINGS AND MEDIATIONS First Quarter Second Quarter Third Quarter Fourth Quarter Total (Source: Consumer Council of Fiji, 2018) 61 86 83 74 304 31 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Top 10 Complaints Received at the Council from 2017 to 2018 ADR & NCH TOP 10 COMPLAINTS, AUGUST-2017 - JULY-2018 Mobile Products 11% Hardware 9% Public Transport 9% Electronic Goods (Home) 13% Food and Drinks 17% Landlord / Tenant 18% (Source: Consumer Council of Fiji, 2018) The following are categories for the top 10 complaints lodged at the Council: 1.
Landlord/ Tenancy The highest number of complaints lodged at the Council was on landlord and tenancy matters with 349 registered complaints.
Issues brought to the Council under this category ranged from failure to refund bond money, landlords not issuing receipts to tenants, landlords not providing written tenancy agreements, the inclusion of unfair clauses in the tenancy agreements, illegal increases in rent despite the residential rent freeze order, property owners locking out their tenants, landlords disconnecting utility bills and poor housing conditions.

2.
2.

Food and Drinks The Council received 317 complaints regarding food and drinks which ranked second on the list of complaints lodged with us.

These complaints included sub-standard food products, dead insects or foreign objects found in packaged or freshly served food; mould growth on food; maggots and weevils found in flour, expired products and incorrect packaging.

Consumers also exposed restaurants, manufacturers and bakeries for selling sub-standard food products.
The Council continues to liaise with the Ministry of Health Food Unit and the municipal councils who take action against the offenders to curb issues of this nature.

3.

Electronic Goods (Home) Electronic goods ranked third highest with 245 complaints.

These were regarding the quality of household electronic goods.

Common complaints received include products found to be defective shortly after purchase or products being faulty soon after the warranty period has lapsed.
Consumers faced problems with quality across a range of white goods such as washing machines, stoves, fridges, microwave and blenders.

In some cases, consumers faced delays with repair works, where they had to wait for months to get the products fixed.

Furthermore, the terms and conditions on the warranty were not explained to the consumers when the products were purchased.

4.

Mobile Products Mobile product complaints stood in fourth place with 210 complaints.
Mobile products include mobile phones and tablets.

Complaints ranged from products becoming defective, or products that were repaired becoming defective again after a few days of use.

The Council also noticed that in most cases, consumers were not provided with full disclosures about the products and often the traders denied repairing the products despite the product being under warranty.

5.

Hardware In fifth place was hardware related complaints with 174 cases.
In this category, complaints 32 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report involved delays in the supply of hardware materials, the supply of sub-standard tools, faulty goods and machinery and infested or faulty building materials.

6.

Public Transport The Council recorded 165 complaints on public transport services.

Most of these complaints were lodged via the National Consumer Helpline.
These issues were related to untimely bus services, incorrect fares being charged, issues with e-ticketing services and unprofessional behaviour of public transport drivers.

7.

Non-Food Issues The Council registered 162 complaints against supermarkets and grocery stores around Fiji.

These complaints related to increase in the prices of cigarettes, mill mix, battery, toilet paper, and the sale of expired and inferior quality goods.

8.
8.

Advertisements and Promotions In eighth place was complaints based on advertisements and promotions with 107 complaints.

Concerns raised by consumers ranged from non-disclosure of pricing, improper labelling, incorrect pricing and offensive advertisements.

9.

Television Services One hundred and four (104) complaints were received against television services.

The most common complaint was disruptions to Sky Pacific channels.
Other issues included incorrect billing, disconnections despite payments being made, poor customer service and poor reception.

10.

Second-Hand Motor Vehicle Second-hand motor vehicle grievances were tenth on the list with 85 complaints.

The nature of complaints related mostly to the selling of defective vehicles, non-disclosure of warranty, faulty parts, untimely repair works and services not being provided as per the consumer’s expectations.
Impacts • • • Complainant bought a second-hand vehicle from a private seller (respondent) for $7,000.

The complainant had inspected the vehicle on three different occasions prior to purchase.

After taking possession of the motor vehicle, she took it to a licensed mechanic for a final inspection.

The mechanic identified several defaults in the vehicle and advised the complainant that she was not getting value for money.
The complainant then returned the vehicle to the respondent the next day and highlighted the mechanical defects with a request for refund.

The respondent however, denied the same.

Thus, the complainant sought the Council’s assistance.

Based on the Council’s intervention, the respondent provided full refund to complainant.

Complainant and her husband engaged Harcourts Bluewater Real Estate Limited (respondent) to purchase a residential property under joint names.
The property was situated at Malaqereqere, Sigatoka, and was valued at $360,000.

Complainant initially transferred $30,000 as deposit for the property and later transferred the balance sum of $330,000 into Harcourts’ Trust Account as full payment for the property.

Despite the complainant’s intention of purchasing the property under joint names with her husband, the sale and purchase agreement only included her husband’s name.
Frustrated, the complainant terminated the sale and purchase agreement and sought a full refund from the respondent.

The complainant however, was only provided with $330,000 as refund.

The complainant lodged a complaint with the Council seeking a refund of $30,000 which was initially paid as deposit to the respondent.

The Council wrote to the respondent seeking an explanation for withholding $30,000.

The respondent later provided a full refund.


Five complainants decided to invest into life insurance policies with BSP Life (respondent) and were advised that the policy was a money back policy where they would receive payments after 5 years.

The complainants, without perusal of the policy document, organised and continued their premium payments to the respondent in good faith.
After 18 months of repayments, the complainants decided to purchase a motor vehicle from the bank by using their policy as collateral.

To the complainants’ surprise, their application was denied.

Further to this, they found that their policies had a maturity date of 2085, that is, when they turn 100 years old.

The complainants wrote to the Council and officially lodged their complaint against the respondent for failing to notify them of the maturity clause.
The Council quickly set up meetings with them to collect further information before presenting the case to the respondent.

The respondent gathered account details of each complainant and deposited their refunds accordingly.

33 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report • • • • • • Complainants got their home loan of $153,000 approved from ANZ (respondent) in October 2017.

The loan was obtained to build their dream home.


The loan was approved on a progressive drawdown basis in which the funds would only be released upon completion of works on a stage by stage basis.

Being first time home buyers, the couple were excited and agreed to engage a building contractor who was recommended by a friend.

They hired the contractor but later found out that he was only a carpenter and was hiring individual workers from his community to work for him.
Furthermore, the contractor was deceiving the couple in falsifying documents for completion of stages in order for funds to be released from the bank.

The complainants realised they had been misled and with their four hire purchase accounts and three children, went into financial depression.

Having heard of the debt management services provided at the Council, the complainants decided to seek assistance for a debt restructure of their current repayments with the respondent.
Through the Council’s intervention, the respondent agreed to a repayment holiday of 3 months.

Complainant’s mother-in-law received a phone call from Digicel informing her about getting a BIMA (respondent) life insurance policy.

Without any hesitation, she agreed to register for the life insurance policy in which a sum of $2.03 per week would be deducted from her phone credit whenever she topped up.
The respondent’s agent informed her of all the benefits of having registered for the insurance and assured the complainant’s mother-in-law that should something happen to her, the insurance company would pay her family a sum of $3,000.

A few weeks later, the complainant’s mother-in-law passed away due to an illness.

She then lodged a claim with the respondent for an insurance payout.
The application was denied on the basis that the insured failed to disclose all information about her health conditions prior to signing up for the life policy.

The complainant then decided to seek the Council’s assistance.

The respondent agreed to reimburse the complainant all costs incurred by the deceased’s family on furnishing of all the necessary documentation for the claim.
Complainant’s spouse purchased two queen size beds from Subrail’s Furniture (respondent), Rakiraki branch, on hire purchase in 2015.

Unfortunately, within the same year the complainant’s spouse passed away.

The complainant informed the respondent that her husband had passed away and sought directions on what to do with his hire purchase account.

The respondent informed her that she would have to continue with the repayments.
The complainant informed the respondent that she did not sign the hire purchase agreement and nor was it stated in the agreement that payment would be passed on to next of kin if account holder passes away.

Despite the complainant’s concerns, the respondent insisted that she continue with her late husband’s payments.

The complainant continued with the $45 monthly repayments but could not keep up with this because she was unemployed.

Feeling frustrated, she lodged a formal complaint with the Council.
The company Director was consulted and he confirmed that the complainant would not have to continue with any payments as this would be covered by their insurance company.

The complainant was overjoyed when the Council informed her that she could keep the items at no further costs.

Complainant suffered a knee injury back in his school days and was consistently experiencing pain that could not be treated by local doctors and physiotherapists.
Fortunately, when he joined the workforce, part of his employee benefits included a health insurance cover from BSP Life (respondent).

He decided to utilize this benefit by seeking surgical operation overseas.

However, the complainant’s application to the insurance company proved futile despite local doctors’ recommendations to seek overseas treatment.

The respondent argued that the necessary procedures could be done locally despite local surgeons stating their inability to perform the operation.
The complainant then visited the Council for assistance.

After the Council’s intervention, the respondent approved the complainant’s overseas medical treatment with all necessary costs paid for.

Complainant has a medical insurance with BSP Life (respondent) and was diagnosed with Essential Thrombocytosis which required overseas medical treatment.

Upon informing the respondent on this, his request was denied.
The complainant was advised to bear the necessary costs where he would be provided a refund upon his return.

After the Council’s intervention, the respondent approved the complainant’s medical treatment overseas.

Complainant raised his concerns with the Council regarding Westpac Banking Corporation (respondent) deducting tax on his interest income from his bank account.
The complainant had a tax exemption certificate from the Fiji Revenue and Customs Services where he should be exempted from these deductions.

The Council contacted the respondent and consequently, deductions were ceased.

The respondent had also reversed the amount that had been deducted from the complainant’s account.
34 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Objective 2 Advise and assist consumers on matters affecting their interests The advisories issued by the Council are free and impartial.

They are provided to assist consumers with difficulties they face in the marketplace.

There was a noticeable increase in consumers seeking advice on products and services when compared to the previous financial year.

A total of 2,741 consumers sought advice from the Council on a wide range of issues.
There were 1,527 consumers who sought advice in the Central Division, 979 in the Western Division, 212 in the Northern Division and 23 consumers in the outer islands.

Sixty-two (62) advisories were issued face-to-face during mobile unit sessions.

Objective 3 Refer cases that come under the jurisdiction of other consumer protection agencies and other authorities for their intervention When mediation is unsuccessful, the Council refers complaints to other consumer protection agencies.
Referral decisions are made based on the facts of the case and the jurisdiction of the particular agency to handle that complaint.

The Council, therefore, referred 194 complaints to 17 different agencies and authorities.

Table 17: 2017-2018 referred cases OTHER AUTHORITIES TOTAL NO.
OF COMPLAINTS Department of National Trade Measurement and Standards (DNTMS) Fiji Mediation Centre Fiji Revenue and Customs Services (FRCS) Fijian Competition and Consumer Commission (FCCC) Land Transport Authority (LTA) Lautoka City Council Legal Practitioners Unit / Legal Counsel Ministry of Employment, Productivity & Industrial Relations Ministry of Health Ministry of Local Government, Urban Development, Housing & Environment Nadi Town Council Nasinu Town Council Nausori Town Council Rakiraki Town Council Reserve Bank of Fiji (RBF) Suva City Council Tavua Town Council (Source: Consumer Council of Fiji, 2018) TOTAL 2 1 24 126 15 1 5 1 6 1 1 1 1 1 5 2 1 194 Objective 4 Support and maintain legal proceedings contemplated or initiated by consumers where the Council deems such support necessary A total of 64 referrals were made to the Small Claims Tribunal (SCT) worth FJD $52,829.14.
While preparing consumers’ claims, the Council had advised consumers of the procedures to follow and what to expect when the cases are heard at the Tribunal.

Twenty-one (21) consumers in the Central Division, 39 consumers in the Western Division and 4 consumers in the Northern Division were provided assistance in preparing their claims and counter-claims.
Consumers were also advised and directed by the Council on the expectations and procedures that must be adhered to when claims are heard at the Tribunal.

35 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Objective 5 Provide debt management and consumer credit advisory services to financially illiterate consumers The Council’s Debt Management and Credit Advisory services unit has been able to provide assistance to many consumers since its inception in 2012.
Many financially-burdened consumers were assisted by negotiating the restructuring of their credit account and providing advice on credit-related matters.

With respect to debt and other financial products and services offered in the markets, the Council offers consumers advice or guidelines on responsible borrowing and clarifications on credit contracts.
The Council also prepares budgets to help consumers become aware of their income and expenditure and assists with the restructuring of their consumer credit accounts with the relevant credit institutions.

Fifty-four (54) consumers sought advice from the Council on various issues concerning their debt, or a family member or friend’s financial problems.

Thirty-one (31) consumers were assisted with account restructure or consolidation to manage repayments during financial hardship.
The cases were estimated to be worth FJD $633,805.83.
Table 18: 2017 to 2018 Debt Management Statistics Advice Sought by Consumers DEBT MANAGEMENT Consumers assisted for Restructure Monetary Value 54 31 $633,805.83 (Source: Consumer Council of Fiji, 2018) Objective 6 Manage the National Consumer Helpline for consumers to report against traders and service providers for unfair and unethical practices On 14th July 2016, the Council set up its toll free complaints platform, NCH, to provide consumers a more efficient access to its service.
Since then, NCH has become an increasingly popular medium which consumers can lodge complaints.

The NCH serves to ensure that consumers from rural communities and disadvantaged who are unable to visit the Council physically, can use this platform to lodge a complaint or seek assistance.

The NCH received 6,572 calls between 1st Fiji seeking advice and assistance.
Table 19: Summary of NCH Consumer Complaints from 1st August 2017 to 31st August 2017 to 31st July 2018 July 2018 from consumers throughout NATIONAL CONSUMER HELPLINE STATISTICS TOTAL Number of total calls received Number of genuine calls received Follow up calls Number of calls registered on database Total number of received and registered complaints Complaints resolved Cases referred to other authorities Case referred to SCT Advice Weak cases Pending cases (Source: Consumer Council of Fiji, 2018) 36 6,572 3,014 361 2,653 1,862 1,354 106 24 791 282 107 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report The Council registered 2,653 consumer concerns of which 1,440 consumer grievances were from the Central division, 1,024 from the Western, 103 from the Northern division and 86 were from outer islands.
The figures show that consumers took advantage of the opportunity to make free calls to lodge their grievances.

The Council noticed that the number of cases reported was quite high however, certain consumers lacked supporting documents to substantiate their complaints.

In the absence of supporting documents, the Council could not action their complaints and these cases were deemed as weak cases.
Analysis of Calls by Location 4% 3% CENTRAL WESTERN NORTHERN OUTER ISLANDS 39% 54% (Source: Consumer Council of Fiji, 2018) Major Complaints Received through NCH The Council resolved 76.1% of the total complaints received.
These complaints included maggots and weevils found in flour, expired products, landlord and tenancy issues, bond money not being refunded, bus companies unable to provide services as per schedule especially to school students, trading without issuance of receipts, damage to hire purchase items when given for repairs, and traders not being able to supply purchased items on time.
The food and drinks category was noted to have recorded the highest number of complaints, which stood at 12.51% of the total number of complaints, followed by landlord and tenancy complaints that stood at 10.53% and public transport complaints at 7.41%.

The graph below presents the top 10 recurring complaints recorded by NCH.
Top 10 Recurring Complaints 12.51% 10.53% 7.41% 6.34% 5.26% 4.83% 3.87% 3.76% 2.79% 2.74% PERCENTAGE Food & Drinks Non-Food Items Advertisements And Promotions Television Services Landlord / Tenant Electronic Goods (Home) Mobile Products Public Transport Hardware Fuel / Gas (Source: Consumer Council of Fiji, 2018) 37 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Major Impacts • • • • • • Complainant informed the Council that Communications Fiji Limited – radio station FM96 (respondent) misled consumers during one of the IQ competition aired during a Friday night’s show.
According to the complainant, he texted the right answers, however, the announcer informed the audience that no one texted the right answer.

Hence, he continuously texted with a different answer to be part of the competition.

However, when the answer was finally announced, he discovered that his first answer was correct.

Through the Council’s mediation, he was provided a $50 talk time by the respondent.
Complainant informed the Council that MH Super Fresh (respondent) misled the public by placing a false advertisement.

The respondent placed an advertisement stating that assorted Marigold 250ml fruit drink was selling for $1.00.

The complainant however, was charged $1.25 for the 250ml apple fruit juice instead.

When he initially enquired with the respondent, he was advised that not all the assorted fruit drinks were on sale.
Upon the Council’s intervention, the respondent advised that when the merchandisers replenished the new stock, the promotion had ended.

However, the shelf price was not removed and the system was picking the normal price of $1.25 per fruit drink.

The complainant was subsequently provided with one carton of the Marigold 250ml fruit juice as compensation by the respondent.

An apology was also issued to the complainant.


Complainant purchased 20 litres of outboard motor fuel from Jim’s (Mobil) Service Station (respondent) in Labasa.

While fuelling his outboard engine the complainant sensed that the fuel was mixed with water.

He highlighted this to the respondent but the respondent denied any redress claiming that the fuel sold to the complainant was pure with no additives to it.

The complainant raised the issue with the Council.


Upon the Council’s intervention, the respondent provided redress by compensating the complainant with 20 litres free outboard motor fuel the very next day.

Complainant advised Fiji Airways (respondent) that they were stranded in Naqelecibi, Ra and were unable to cross the flooded bridge to board the flight to Brisbane on 16th January 2018.
When the complainant advised the respondent of his situation, he was told that he would have to pay extra costs amounting to $6000 for 3 adults and 6 kids.

The complainant then sought the Council’s assistance.

Upon the Council’s intervention, the respondent booked the complainant and his family on a flight back to Brisbane on 20th January 2016 without any additional charges.

Complainant advised the Council that he was covered under Williams & Gosling Employees group QBE Insurance (respondent) coverage.
In 2014 while on his tour to Australia, the complainant suddenly got sick and was treated in Australia.

Upon the complainant’s return to Fiji, he lodged his insurance claim through Williams & Gosling submitting his medical report and medical bills amounting to FJD$13,569.

However, Williams & Gosling delayed in forwarding the documents to the respondent for reimbursement.

Hence, respondent declined the complainant’s claim and termed it as time barred.
Subsequently, the complainant sought the Council’s intervention whereby QBE Insurance paid the full sum of his claim.

Complainant raised his concerns about the improper disclosure of information regarding Walesi digital television service which was provided to him by Energy Fiji Limited (respondent).

The complainant stated that he was not guided on the requirements of obtaining a Walesi decoder.
The complainant thus, raised this issue to the Council’s attention as he was not receiving any favourable response from the respondent.

The Council intervened and through discussions with the respondent, the complainant was provided with the required information.

Objective 7 Empower consumers to use NCH to lodge consumer complaints The Council conducted television, radio and LED digital commercials to raise awareness on our National Consumer Helpline 155.
During the year, the Council produced 137 radio commercials and 2 TV commercials.

The Council also distributed 536 copies of brochures on “National Consumer Helpline”.

Council conducted 16 community visits, 9 workshops, 21 school visits, 6 lecture presentations, 8 mobile units and 10 news articles in print media to create awareness about the Helpline.
Through the various outreach programmes, consumers were educated on their rights and responsibilities and were encouraged to lodge their complaints or seek advice through the toll free line.
38 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report GOVERNANCE, MANAGEMENT AND FINANCE GOAL 4: Foster a High-Performance Organization Governance and Management The Council remains committed to a high level of corporate governance, enabling the organisation to effectively achieve its intended outcomes and fostering an environment that encourages good behaviour.

The Council leads, directs and controls its functions and relates to the community and its partners through its corporate governance framework.
Through various systems and processes, the Council strives to adhere to the principles of good governance: openness, inclusivity, integrity, and accountability.

Board Appointment The Minister for Industry, Trade and Tourism has the power to appoint the members of the Board pursuant to the Consumer Council of Fiji Act 1976 Cap 235.

The primary responsibility of the Board members of the Consumer Council of Fiji is to provide governance and stewardship to the Council.
The Board oversees the Council’s system of corporate governance and financial reporting to ensure that the Council provides performance report and fair financial information to the Minister of Industry, Trade and Tourism.

The Board will carry out its mandate directly and through other committees as it appoints from time to time.

The Council’s Board of Directors were appointed by the Minister for Industry, Trade and Tourism for a three-year term from 6th April 2016 to 6th April 2019.
The Board consists of the Chairperson and five members.

Board Charter The Board Charter sets the rules and procedures for the members.

The Charter assists the Board in discharging its responsibilities for the smooth running of the Council’s affairs by providing leadership and direction to the management team.

Moreover, it outlines the Board’s commitment to excellence, transparency and accountability.
Board Meetings The Board is required to meet at least four times in a year as per the Consumer Council of Fiji Act 1976.

Under the Board Charter, the Board can also work electronically as well as through flying minutes.

Five board meetings were held during the 2017-2018 financial year inclusive of one special board meeting held in July 2017 to review the Strategic Plan.

Four Electronic Board Papers were also circulated on matters that required urgent attention and approval.
During the financial year 2017-2018, the following policies and plans were reviewed and approved by the Board: Finance and Asset Management Policy Manual; • • Human Resources Policy Manual; Entitlements and Allowance Policy for Board and CEO; • • Strategic Plan 2015-2018; and • Annual Work plan 2017-2018 Staffing The Council remains committed to building a more inclusive and diverse culture, supporting flexible 39 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report work practices and rewarding the staff responsibly.
As at 31st July 2018 the Council had 25 staff working in its three offices in Suva (Central/Eastern), Lautoka (Western) and Labasa (Northern).

A total of 18 positions were vacant in 2017- 2018 with the inclusion of two new positions created.

The Council recruited 16 permanent staff, two temporary staff and two staff were promoted to fill in the vacant positions.

Nine staff resigned, three contracts expired, and two contracts were terminated.
In addition, three staff were recruited as volunteers under terms of reference.

Develop Personnel Resources – Staff Training/ Capacity Building The Council has invested in staff training/ capacity building to ensure effective and efficient service delivery to the consumers.
During the financial year 2017 – 2018 staff attended nine training programmes to upgrade their skills and knowledge as tabulated below: Table 20: Summary of trainings conducted SUMMARY OF TRAININGS CONDUCTED DATE TRAINING PROGRAMS/IN-HOUSE TRAINING 26 September 2017 FICAC conducted an in-house staff awareness session on minimising unethical conduct in the workplace.

30 October 2017 Soneel Ram and Utiko Nabunobuno attended a training session on Australian Competition and Consumer Commission (ACCC).
The session was organised by Fijian Competition and Consumer Commission and conducted by Mr Woodrow Inman from the ACCC.

30 January 2018 Bindula Devi conducted an in-house staff training for the Suva Office – ADR Staff on Complaints Handling Procedures, Council Policies and drafting of case studies.

11 – 13 April 2018 Conducted induction for Nanise Veikoso – Regional Coordinator – Labasa.

25 April 2018 1 – 2 May 2018 8 May 2018 24 – 25 May 2018 Labasa Officers training was held.
In-house training was conducted for Council Staff by Fiji National University on Managing Bullying and Sexual Harassment at the Workplace.

Conducted Induction for Tevita Vuibau – Manager CIM.

Pooja Singh attended training on Quality Management – Presentation Skills for Managers conducted by the Fiji National University.

14 – 15 June 2018 In-house training by Empowerment Pacific on support for staff – critical incident debrief was conducted for Council staff.
(Source: Consumer Council of Fiji, 2018) Performance Management System The Performance Management system was reviewed, revised and signed by the staff in January 2018.

The system is a vital tool for building a high-performance culture by communicating expectations, defining roles within a required competence framework and establishing an achievable benchmark.

The performance appraisal form has the targets outlined from the business plan that needs to be achieved by staff to acquire bonuses yearly.
Staff and Management Meeting 4 staff briefings and seven management meetings were held during the 2017-2018 financial year.

These meetings provide an opportunity for staff to network and strengthen the working relationship amongst different divisions, staff and management.

Staff were informed of new policies, procedures, plans and expectations of the board and management.
Issues discussed included the assessment and achievement of the Key Performance Indicators and on any other matters raised by the staff.

The CEO also conducted divisional and one on one meetings as part of employee engagement.

40 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Finance In the financial year 2017-2018, the Council signed a Service Agreement with the Ministry for Industry, Trade and Tourism which outlined the key result areas and the targets to be achieved.
To deliver the targets, the Council received a government grant of $1,322,425 from August 2017 to July 2018.

A further disbursement of $103,855.00 VIP was made to cater for the purchase of new furniture and equipment as requested in the Council’s Budget.

Motor Vehicle The Council secured a new vehicle for the Lautoka office as per the Board’s approval via email on 22nd August 2017.

The vehicle was purchased on 29th December 2017 from Asco Motors for $39,800.00 VIP.
Lautoka Office Renovation The Council renovated the Lautoka office this financial year.

The repair works and interior painting of the office commenced on 27th August 2017 and completed on 17th September 2017.

Suva Office Relocation The Ministry of Industry, Trade & Tourism (MITT) facilitated the Council’s request for office relocation.

A one-off cost in the sum $413,250 for Office Relocation Grant was provided by MITT.
Based on the Board’s approval, the Council signed the tenancy agreement for the new office premises at Level 5, Vanua House, Suva, on 1st February 2018.

An expression of interest for “Architectural Consultancy Services” was advertised in the local dailies, and the tender was awarded to Architects Pacific as approved by the Board.
The Board also approved the tender for the “Expression of Interest for Office Refurbishment – Fit-out” which was awarded to International Shopfittings Limited for $267,536.14 VIP.

The service agreement for “Refurbishment of Level 5 Vanua House” with International Shopfittings (Fiji) Limited was signed on 12th March 2018, and the project commenced on the same day.

The tender for the “Expression of Interest for “Reticulation of ICT Services” was awarded to Telecom Fiji Ltd.
This was approved by the Board via email dated 9th March 2018.

The service contract for “Reticulation of ICT” with Telecom Fiji Ltd was signed on 26 March 2018 for $15,167.71VIP.

The period of the contract was from 26/03/2018 to 16/04/2018.

The services provided by TFL were communication, data cabling and relocation of existing equipment.

The Council embarked on TV and radio commercials informing consumers and stakeholders of the office relocation.
The commercials were run before relocation and post-relocation advising on the new office location/address.

The pre-location advertisement on TV and radio aired from 19th to 31st May 2018.

The post location commercial was screened from 1st to 8th June 2018.

The Council also included messages on relocation in the Fiji Sun and The Fiji Times, which was part of the weekly articles in the said local dailies.
The Council commenced shifting of office equipment on 29th May 2018 and finally moved in on 1st June 2018.

Minor office fit-out works are in progress and is expected to conclude by the first quarter of the next financial year.

Council’s New Logo To complement the modern outlook of the office, it was also important to change the Council’s logo to capture what a modern consumer organisation represents.

The current logo was introduced about 40 years ago when the Council was first established.
While many consumers had come to know the Council by its logo featuring the scales of consumer justice, the Council felt that this needed to be changed as the Council’s focus and philosophy has changed over the years making the logo out of style.

The Council no longer deals only with goods but also services, and this change needed to be reflected in the new logo.

Therefore, it was critical that the proposed logo gives the correct impression of the Council.
The new branding will create an identity for the consumers, which will increase consumer confidence in the marketplace.

Channa and Charaka Solutions Ltd were commissioned for the rebranding of the Council logo.

The final logo design and the colour concept were approved by the Board on 20th March 2018, and subsequent meetings were held with the graphic designer for the logo style guide.

The Council has written to the line Ministry seeking approval on the new logo for the Council, replacing the old one.
The new logo design and concept is anticipated to be finalized in the next financial year.

41 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Council’s IT, Registry and Database Services The Council outsourced its IT services to Datec Fiji Limited for six months due to the relocation of the Suva office.

A further extension until the Council relocates to the new premises was agreed by Datec.
Moreover, the Council renewed its (antivirus) Trend Micro and Sophos (firewall) software with Datec Fiji Limited for a year.

National Consumer Helpline The National Consumer Helpline contract with the three Telecos, TFL, Digicel and Vodafone, is under review, and the same would be finalised in the next financial year.

Donor Funds -Anne Fransen Fund Project The Council continued with its project by the Anne Fransen Fund entitled, “Combating NCDs through Consumer Empowerment” from the last financial year.
The main aim of the project was to inform consumers that the power of combatting NCDs is in their hands and that this power is in the form of choices they make daily.

The project was secured on 29th March 2017 with a sum of $22,321.43.

The project commenced on 1st April 2017 and concluded on 31st December 2017.

The final report with Financial Acquittal was submitted to Consumers International by the Council on 16th March 2018.
The Council used the funds to carry out the following activities: • Awareness Workshops on “Combatting NCDs in Fiji” were held for the Central, Western and Northern divisions on 3rd, 5th and 12th October 2017 respectively.

• Representatives from Ministry of Health, Diabetes Fiji, UNDP, National Food and Nutrition Centre were invited to speak at the workshops in all the divisions.
The topics for discussion at the workshops were: f NCD from a Regional Perspective; f The trend in NCDs – Fiji (Diabetes); f NCD Costing; f Registration of Diabetics; f Chaser Habits During Kava Consumption; f MyKana App; f Success with SSB Taxation in Fiji & Setting the Scene for the Group Work; f The Way Forward.

1.
1.

Stakeholders invited at the workshops included representatives from NGOs, enforcement agencies, consumer representatives, faith-based organisations, tertiary institutions, government departments and statutory organisations.

2.

The Ministry of Health and Medical Services co-financed the workshops in the three divisions.

3.

CCAG members were invited to participate in the presentations and discussions at the workshops in the three divisions.
• • Two thousand five hundred copies of factsheets titled, “Kava Consumption and Chaser Habits” was published in English and iTaukei languages on 2nd October 2017.

These factsheets were disseminated to the participants at the workshops in the three divisions.

The rest of the factsheets are being disseminated to consumers during the Council’s awareness programmes and campaigns.
A “Focus Group Meeting” was held with consumers to ascertain the issues on chaser consumption before developing a factsheet on the same.

The Council produced a 30-second TV commercial on “Unhealthy Chaser Habits”.

This was aired on Fiji Television in October 2017.

The Ministry of Health and Medical Services contributed financially towards the commercial for the benefit of consumers in Fiji.

The advertisement continued for two weeks in November 2017 on both Fiji One and FBC Television platforms.
A talkback show was also held on the FBC TV show “4 The Record”.

Representatives from Consumer Council, UNDP and the Ministry of Health were part of the talkback show.
42 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 43 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 44 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 45 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 46 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 47 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 48 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 49 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 50 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 51 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 52 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 53 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 54 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 55 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 56 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 57 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 58 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 59 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report EVENTS DIARY 2017-2018 FINANCIAL YEAR August 2017 • • 30 pharmacies surveyed on availability/price on Avastin® Medication 40 traders were under surveillance for ECAL/ Plastic bag levy • 15 successful mediation conducted • Home and Living, Vinod Patel workshop September 2017 • • 2017 National Consultation Workshop on Real Estate Fiji Development Bank workshop for consumer protection in the Financial Sector • Research on ANZ fees and charges • • Survey on the sale of herbal medicine Tavua District and Nakauvadra High school visit October 2017 • E-ticketing survey to determine the availability of disposable cards in buses • 15 car dealers surveyed on the spare car key • Nationwide Alliance for Living workshop on NCD • Factsheet on “Chaser Habits during Kava Consumption” was published 4 lecture visits conducted in the 3 universities • 60 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report November 2017 • • • • Lecture visit at Fiji National University Survey on Butcher and Fish Shop Weighing Machines.
Survey on Melbourne Cup Betting (NCH) Survey on Express Bus Services Fare Surcharge December 2017 • • • Survey on Hybrid Vehicle Insurance 4 Private Hospitals/ Clinic were surveyed on the on-call charges for X-ray Services Consistency in Compensation- 19th Attorney- General’s Conference • MaxValu-u Workshop in Nadi January 2018 • • • • School outreach activity in Navua School visit at Shri Guru Nanak Khalsa College Exercise books and school uniform survey Postage Survey (NCH) February 2018 • Mobile Unit at Korovou Town • Kiribati High Commission Students Orientation Day • Optometrists Practice Survey Flash and Gain Card survey • 61 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report March 2018 • WCRD- An inter-tertiary debate was held between USP and FNU on the topic “Should Cyberspace be regulated to deal with Cyberbullying and Fake News”.
• Over the counter medication price survey Signing of contract between architect and • contractor for work on new Consumer Council office International Women’s Day celebrations at the Tavua Municipal market.
• April 2018 • Council staff officiated as chief guest at the DAV college commerce week • Meningococcal Vaccines survey • Research on Price Movements of Essential Items in Fiji from 2015 to 2018 Survey on Medical Specialists Consultation Fees • May 2018 • UNWomen Market for Change in Nausori and Lautoka • HOMES-CARE Initiative Survey • Community visit in Saivou village in the Northern Division 16 trader visits around the country • June 2018 • • • • • Survey on Land Surveyors Survey on Colgate-Palmolive Fiji Limited Council moved to its new office and first board meeting a month later Council staff moved to its new office First board meeting was held at the new office July 2018 • USP Finance Social Club Workshop • Ministry of iTaukei Affairs PS Workshop • • CCAG workshop Council farewell Mrs Premila Kumar after serving 12 years as CEO.
62 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report ANNEXES ANNEXE 1: MINOR RESEARCH ISSUES Comparison of car parking fees and allocation of free parking at Damodar City.

Complaint driven survey to establish whether calibrated weighing machines were used.

Price survey of baby wipes, energy bars, Hibiscus matches, and sardines was undertaken.

Snap survey to determine whether importers of the product disclose ‘country of origin’ details as stipulated by law.
Complaint driven survey to compare the prices and availability of Avastin medication in government and private pharmacies in the Central, Northern and Western Division.

Survey to determine if the surcharge of $0.20 applied to regular bus fare in express route servicing buses were disclosed to consumers.

Complaint driven survey to determine whether traders with Point of Sale system were charging ECAL and if the charges were reflected on receipts and tax invoices.
Complaint driven survey to find out whether the winning horses were lined for betting on the day of Melbourne Cup.

Investigation on the sudden price hike on Punjas & Sons Ltd products: Ghee (milk fat) and Jasmine Rice.

Complaint driven survey to establish the process and practice of municipal markets on charging outstanding stall fees to incoming market vendors as a condition to rent the stall.
Bimonthly price survey on the basket of goods (August 2017, October 2017, December 2017, February 2018, April 2018, June 2018).

Complaint driven survey to outline the factors surrounding the increase in insurance premium for hybrid motor vehicles in 2017.

Examination of the operations of petrol pump/air gauge and sanitary standards for lavatories at petrol stations (August 2017, October 2017, December 2017, February 2018, April 2018, June 2018).
Complaint driven survey to establish proper disclosure of parking fees and management of the facility by attendants for consumer accessibility.

Enquiry into changes made to ANZ lending, credit card and customer banking services fees and charges.

Complaint driven survey to identify how the charges for on-call X-ray services during weekends/after hours are charged to consumers by private hospital/clinics around Suva.
Survey on imported food products sold in Fiji and whether importer or distributor details were disclosed on product labels as required under the Food Safety Regulation 2009.

Comparative price analysis carried out availability of exercise books.

for Survey on issues surrounding the control and regulation of use and marketing of herbal medicine.

Survey to determine the availability of disposable cards on buses.
Complaint driven survey the availability and market price of school uniforms after the unforeseen destruction of Lotus Garments (burnt down).

to determine Comparison of the terms and conditions of compensation payout and amount of levy paid on the different class of motor vehicles.

63 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Survey on whether second-hand car dealers provide spare car keys when vehicles are sold.
Complaint driven survey to determine the storage temperature and timeframe for imported fruits by retail outlets.

Survey to determine if duty reduction of selected items as announced in the 2017-2018 National Budget were passed down to consumers through reduction in retail prices.

Complaint driven survey the turnaround time for mail delivery with Post Fiji Limited under its “Fast Post” service.
to establish Complaint driven survey to ascertain whether private optometrists were issuing prescriptions to patients and the charges for this.

Survey on businesses to ascertain whether its trading hours were displayed to consumers.

Complaint driven survey to establish whether MaxVal-u and MH supermarkets were accepting Flash n Gain cards and if machines were Complaint driven survey to establish whether MaxVal-u and MH able to load the points on to the card at time of shopping.
supermarkets were accepting Flash n Gain cards and if machines were able to load the points on to the card at time of shopping.

Snap survey on the prices of Meningococcal vaccination and its availability in local Snap survey on the prices of Meningococcal pharmacies.

vaccination and its availability in local pharmacies.
Enquiry into the surrender of Digital Enhanced Cordless Telecommunications (DECT) phones and devices, the frequencies Enquiry into the surrender of Digital Enhanced Cordless these devices use and if any form of redress or compensation is Telecommunications (DECT) phones and devices, the frequencies provided to consumers.

these devices use and if any form of redress or compensation is provided to consumers.
Complaint driven survey to ascertain if there are standards for pin plugs and adapters imported into the country, and to verify if the Complaint driven survey to ascertain if there are standards for pin straight pointed pin plugs were modified to attach itself to the flask plugs and adapters imported into the country, and to verify if the socket commonly used in Fiji.

straight pointed pin plugs were modified to attach itself to the flask socket commonly used in Fiji.
Comparison of prices of essential over-the-counter medication for infants and kids.

Comparison of prices of essential over-the-counter medication for infants and kids.
Research to identify the fees & charges removed by RBF, the new fees & charges Research to identify the fees & charges introduced by the banks as part of generating removed by RBF, the new fees & charges revenue, and comparative analysis survey of introduced by the banks as part of generating unsecured lending bank fees & charges by Fiji’s revenue, and comparative analysis survey of commercial banks.

unsecured lending bank fees & charges by Fiji’s commercial banks.
Survey to establish if consumers benefitted from the adjustments made in VAT for essential Survey to establish if consumers benefitted items in 2016 through comparative analysis of from the adjustments made in VAT for essential basket of goods.

items in 2016 through comparative analysis of basket of goods.
to determine the Complaint driven survey consultation fee charged by specialists for their Complaint driven survey the services at private medical facilities after regular consultation fee charged by specialists for their hours.

services at private medical facilities after regular hours.

to determine Survey of underweight garlic packs retailed to consumers.

Survey of underweight garlic packs retailed to consumers.
Price survey to ascertain and compare the costs of new electricity installation for a basic house, that is, one with only two lights and two Price survey to ascertain and compare the costs of new electricity power point switches.

installation for a basic house, that is, one with only two lights and two power point switches.

Comparison survey of the best off-peak hours offered for internet plans by its service providers.


Complaint driven survey to carry out price comparison, determine the availability of the Complaint driven survey to carry out price book and also to ascertain if the retailers abused comparison, determine the availability of the its market power by increasing the selling price.

book and also to ascertain if the retailers abused its market power by increasing the selling price.
Complaint driven survey to establish the reason behind the unavailability of the Hibiscus brand matches in supermarkets located in Valelevu.

Complaint driven survey to establish the reason behind the unavailability of the Hibiscus brand matches in supermarkets located in Valelevu.

Complaint driven surveys to determine whether banks have existing interchange agreements.

Complaint driven surveys to determine whether banks have existing interchange agreements.
Complaint driven survey to ascertain if supermarkets were reflecting the correct weight marking on the price ticket of Crest Chicken Liver 800g Complaint driven survey to ascertain if supermarkets were reflecting the with a bonus of 200g.

correct weight marking on the price ticket of Crest Chicken Liver 800g with a bonus of 200g.

Comparative survey of current in-store prices of household goods with price proceeding in six months.


Survey to determine whether it is a standard practice amongst land surveyors to charge a fee on survey quotations provided to clients.

Survey to determine whether it is a standard practice amongst land surveyors to charge a fee on survey quotations provided to clients.
Complaint driven survey to ascertain who was charged EFTPOS transaction fees and whether it Complaint driven survey to ascertain who was was correct to charge both the consumer and the charged EFTPOS transaction fees and whether it trader/service provider.

was correct to charge both the consumer and the trader/service provider.

Complaint driven research to verify town rates and interest charged by the different Complaint driven research to verify town municipalities.
rates and interest charged by the different municipalities.

Complainant driven survey to ascertain whether freshly baked products encompass proper Complainant driven survey to ascertain whether labelling and packaging requirements as per the freshly baked products encompass proper Food Safety Act 2003. labelling and packaging requirements as per the Food Safety Act 2003.

Complaint driven survey to establish when the supply for children’s toothpaste will be replenished in stores for Northern consumers.
Survey to determine conformity by suppliers and retailers of eggs to the cleanliness and stor- age standards set by the Food Safety Act 2003.

64 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report Complaint driven survey to determine if all banks charged a fee to its Complaint driven survey to determine if all banks charged a fee to its customers upon cancellation of standing orders or direct deduction customers upon cancellation of standing orders or direct deduction orders.

orders.
orders.

Survey to verify the health benefit claims of the Survey to verify the health benefit claims of the product ‘Juicy Life’ published in the daily papers product ‘Juicy Life’ published in the daily papers and also to investigate if the product met the set and also to investigate if the product met the set health and medicinal standards in Fiji.

health and medicinal standards in Fiji.


Complaint driven survey on credit card surcharges and whether this Complaint driven survey on credit card surcharges and whether this charge is regulated.

charge is regulated.

Survey to establish the primary reason behind Survey to establish the primary reason behind misprints noted on E-ticketing receipts printed by misprints noted on E-ticketing receipts printed by e-machines installed in buses.

e-machines installed in buses.


Complaint driven survey to determine the fees charged by travel Complaint driven survey to determine the fees charged by travel agencies for tourist visa applications to Australia and New Zealand and agencies for tourist visa applications to Australia and New Zealand and its refund policy.

its refund policy.
its refund policy.

Survey to establish the conformity of brand deal- Survey to establish the conformity of brand deal- ership rights for motor vehicles internationally ership rights for motor vehicles internationally and locally.

and locally.
and locally.

Survey to establish the underlying reason for FNPF rounding contribution payments deposited in cash, upwards to the nearest Survey to establish the underlying reason for FNPF rounding cent when the Reserve Bank of Fiji rounding off rule states that values can be either rounded up or down to the nearest cent.
contribution payments deposited in cash, upwards to the nearest cent when the Reserve Bank of Fiji rounding off rule states that values can be either rounded up or down to the nearest cent.

(A total of 67 minor pieces of research were conducted during 1 August 2017 – 31 July 2018) (A total of 67 minor pieces of research were conducted during 1 August 2017 – 31 July 2018) ANNEXE 2: LIST OF SUBMISSIONS No 1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

11.

12.
TO ABOUT Real Estate Agents Licensing Board Submission on Real Estate Regulations 2017 Fiji Bus Fare Review Committee Review of Bus Fares Fijian Competition and Consumer Commission Fijian Competition and Consumer Commission Ministry of Industry, Trade and Tourism Fijian Competition and Consumer Commission Draft Self-Regulating Guideline on E-commerce Business in Fiji the Review of Commerce (Control of Prices for Marina Management Services for Passengers on Commercial Ships and Cargo Transportation) Order 2015 Guidelines – Safe Food Handling in Catering Services Review of Commerce (Control of Prices for Cement Products) Order 2015 Fijian Competition and Consumer Commission Sunergise (Fiji) Limited Solar Based Off- Grid Electricity Tariff Fijian Competition and Consumer Commission Review of Commerce (Control of Prices for Supply of LPG in Fiji) Order 2015 Standing Committee on Justice, Law and Human Rights, Fiji Parliament.
Online Safety Bill 2018 Fijian Competition and Consumer Commission Fijian Competition and Consumer Commission Ministry of Economy Review of Commerce (Control of Prices for Postal Services) Order 2015 Review of Commerce (Control of Prices for Basic Food Items, Pharmaceutical Products and Petroleum Products) National Budget Submission 2018-2019 TOTAL – 12 completed 65 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report ANNEXE 3: SUMMARY OF TRADER & SERVICE PROVIDER VISITS LOCATION NO.

OF TRADER VISITS NO.


OF SERVICE PRO- VIDER VISITS TOTAL Suva Lautoka Labasa TOTAL 66 52 50 168 23 29 21 73 89 81 71 241 ANNEXE 4: ADVERTISEMENT MONITORING NO.

BUSINESS NAME, ADDRESS PROBLEMS ENCOUNTERED RESPONSES (IF ANY) 1.

Hong Yi Fashions, Vanua Arcade, Suva.

Exclusionary Clauses: “No Refund.

Goods Exchanges once only within one week with price tag”.

Exclusionary Notices removed on the spot.

2.

Water Authority of Fiji.

Clarification on ID requirement for Info Card published in Fiji Sun 09/06/17.
3.

Fiji Airways.

4.

Hips & Curves, Nausori.

5.

Shan’s Trading, Nadi.

6.

MaxVal-u, Suva.

The advertisement was not reader- friendly (background is black and has fine prints in white – making it barely readable) Exclusionary Clause: “Note: No Refund, No Exchange”.

Exclusionary Clause: “No refunds, if refund needed 15% fee will be deducted for document fee”.

Fiji Sun 11/11/17 states “Combo deal of Hot Dog together with 330ml Island Chill bottled water for $1.00 each”.
The phrase “$1.00 each” was written at the bottom of the illustration.

Clarification sought whether each product costs $1.00 or the combo deal is priced at $1.00.

WAF no longer requires a birth certificate as an ID.

Any ID from their list is sufficient to get Info Cards done.

Consum- ers have been informed of this change through a public notice.

Assured not to repeat this in future advertisements.

Notice was removed.

Exclusionary notice removed.

The entire deal was priced at $1.00.


Advised to provide more clarity in any such future advertisements.

7.

LA Chic, Cumming St, Suva Exclusionary Clause: “Please choose carefully as we have a no exchange or refund policy”.

Exclusionary notice removed im- mediately.

8.

Courts Clearance Outlet, Nakasi.

Fiji Sun 18/11/17 states “New Stock Reduced to Clear” at Courts Clear- ance Outlet.

Courts referred to its old aged stock as “New Stock” since it was still in its original packaging.
This phrase was misleading as many items retailed at the store were of aged stock, display and repossessed items.

The phrase “New Stock” re- moved from the advertisement and assured to have more read- er friendly adverts.

9.

9.

Modern XC, Vakabale Street, Lautoka (NCH) Modern XC, Vakabale Street, Lautoka (NCH) Exclusionary Clause: “No refund on Lay-By”.

Exclusionary Clause: “No refund on Lay-By”.

Notice was removed by the shop supervisor immediately.


66 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 10.

Motibhai & Co Ltd, Suva.

11.

Jack’s of Fiji, Suva.

12.

MH Superfresh, Tamavua.

13.

Tappoo Fiji Limited.

14.

Express Autoparts Fiji Limited, Suva.

All promotional items were supplied to the participating supermarkets.

Promotion draw date advertised in the local newspaper and Facebook page.

In-store price display notice amended.


Fiji Sun p25 12/12/17 “Snip out and Save” states consumers qualify for a discount on presentation of the coupon at the participating stores but certain stores listed were not stocked with all the promotional items as mentioned in the advertisement.

Jack’s Christmas Catalogue p.24 states that “Purchase any gym accessory for a chance to win prize” but the promotion draw date is not disclosed.
Misleading in-store sale notice: Orange Navel (price display notice reads “3 for $1.30” but POS reads $0.60 each); Potatoes (price display notice reads “Was $2.15 Now $2.15”; Apples Jazz – (price display notice reads “6 for $2.00” but POS reads $0.49 each) Fiji Sun 06/01/18 showed hard drive and HDMI cables “From $29.95”.

Clarification was sought on the price to understand whether both items are priced as $29.95 or is it for one item.

The description of 2TB external hard drive was also incorrect.
The price marked was for HDMI Cable, and not for hard drive and the description stated was a typing error as it should have read as 2TB external hard drive.

A phrase in its Facebook advertise- ment reads “Brand New Original Prius Battery Cells”.

On enquiry, consumer was advised that the product was an import of China.

The trader removed the advertisement from the Facebook account.

15.

Shriji Limited, Cumming St, Suva.

Exclusionary Clause: “No refund on Lay-By”.


The notice was removed by the shop supervisor immediately.

16.

Gurbachan Singh’s Steel Mills Ltd, Lautoka.

Exclusionary Clause: “Goods once sold will not be returned” The trader will provide a response once they have consulted their solicitors.

17.

Bhanabhai & Sons Ltd, Naviti street, Lautoka.

Exclusionary Clause: Lay-By invoice states “In any circumstances money will not be refunded”.

The supervisor said that he would notify the Director.

18.
18.

RB Patel Supermarket, Labasa.

19.

Niranjans Motors Ltd, Suva.

20.

20.

Unwired Fiji, Suva.

Unwired Fiji, Suva.

Misleading in-store sale notice: Ritz Crackers 100g (display/shelf price: $2.19) but sale notice reads “Original Price $2.59, Sale Price 2.15 Save $0.40).

The old shelf price of $2.19 was removed as it was the previous sale price and not the original price.
Incorrect entry closing date mentioned on advertisement “Mazda 50 years” i.e 30 November 2017 and advertisement failed to mention draw date.

The trader said that the correct entry closing date was 28 February 2018.
Fiji Times 17/02/18 had an Unwired Fiji advertisement where the terms Fiji Times 17/02/18 had an Unwired Fiji and conditions of the promotions advertisement where the terms and con- advertised were blurred with fine font ditions of the promotions advertised were size and an obscuring background.

blurred with fine font size and an obscur- ing background.

The trader assured that future advertisement would be reader- The trader assured that fu- friendly.

ture advertisement would be reader-friendly.


67 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 21.

Shreedhar Motors Limited, Suva.

Sun 08/03/18 Fiji an advertisement on Ford Ranger that fails to state whether the vehicle advertised is manual or auto driven.

published 22.

Reliable Computers, Suva.

Flyer fails to mention whether prices ad- vertised are VIP or not.

The trader confirmed that vehicle is manual driven and assured to mention such specification in future ad- verts.
Confirmed that all items were VIP and assured that all future flyers or advertise- ments would have the dis- closure made on VAT.

23.

K Cube Variety, Ba.

Exclusionary notice: “Goods once sold cannot be returned or refund”.

The notice was removed by shop supervisor immedi- ately.

24.

MaxVal-u Supermart, Ba.

Misleading in-store sale notice: 3 differ- ent prices for Island Chill Artesian Water 1.5 litre, i.e.

$0.95, $1.20 and $1.30 on display.


The notice was removed by shop supervisor immediate- ly and correct sale price was displayed.

25.

R.D Clothing, Nakasi.

Exclusionary clause: “No Refund, Items will be exchanged with the items within 7 days upon production of receipt”.

The notice was removed by shop supervisor immedi- ately.

26.

KP Mart, Vesivesi Rd, Laucala Beach.

Exclusionary Clause: “No Replacements or Refund will be given after the items are taken out of the store”.
The notice was removed by shop supervisor immedi- ately.

27.

M.S.

Bilimoria Store, Lautoka.

Exclusionary notice: “No Refund, Re- placement Or Change of Goods Once Its Bought”.

The notice was removed by shop supervisor immedi- ately.

28.

Gift World, Labasa.

Exclusionary Clauses: “No Warranty” “No Refund” displayed near wrist watch shelf.

The notice was removed by shop supervisor immedi- ately.

29.

RB Patel Supermarket, Labasa.


Misleading Promotion: Incorrect normal price displayed for Punjas split peas – 2kg.

normal price was $4.51, but the pro- motion price tag stated; “Normal price $4.54 and Special price $3.49” The promotion price tag was amended accordingly.

30.

RB Patel Supermarket, Labasa.

31.

31.

Max Val-u Labasa Supermart.

Max Val-La- basa.

u Supermart, The notice was removed by the shop supervisor imme- diately.

The promotion price tag was amended accordingly.


The promotion price tag was amended accordingly.

Misleading promotion: supermarket flyer states that price of 1 kg Punjas split peas has been slashed from its normal price of $3.34 to $1.55 but the normal price on the display shelf read $2.26.

Misleading In-store sale notice: Dukes Canola Oil 4 litre “Was 10.87 now: Misleading In-store sale notice: Dukes $10.85”.
The discounted amount will Canola Oil 4 litre “Was 10.87 now: have no effect on the purchase price as $10.85”.

The discounted amount will rounding off the regular price of $10.87 have no effect on the purchase price as will stand at $10.85.

A consumer will rounding off the regular price of $10.87 only benefit if they buy 2 gallons of 4 will stand at $10.85.

A consumer will litres Duke Canola Oil.

only benefit if they buy 2 gallons of 4 litres Duke Canola Oil.
68 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 32.

MH Labasa.

Homemaker, 33.

Motibhai Company Limited.

Group “Get Cash Back” promotion flyer had an incorrect ending period, i.e.

February 2018.

In addition, the terms and conditions were unclear and lacked clarity whether the cashback offer was on purchases made with cash or on hire purchase.
2018 Mother’s Day Catalogue for Beurer by Prouds Fiji stated that cus- tomers would receive a FREE Beurer (HL05F) Illuminated Tweezer on “any Beurer products worth $149 or more”, but there was no single item valued at $149.00.

Even if consumers purchased any two advertised items, the cost is greater than $149.00.

The flyer was amended and sent for circulation.


There is only a limited range of Beurer products illustrated in Catalogue while an extensive range is available in-store at a higher price point, which meets the threshold set.

There are single products valued at $179.00 and above.

34.

Narhari Company Limited, Suva.

NC-GF1WSH Coffee Maker and MKG- B1WSH Bower Mixer failed to mention the capacity marking on the Mother’s Day Catalogue.

The trader amended the advertisement, capacity was displayed.

35.
35.

Gartile, Nadi.

36.

Dominion Fashion Limited, Suva.

37.

Janty Bondwell Ltd, Suva.

38.

Cost-U-Less, Suva.

An exclusionary clause pasted: “Please be advised that we have a NO REFUND policy.

Once you give in your deposit, we will not be able to refund your money or change the item.” Exclusionary clause mentioned on lay- by docket: “strictly goods once laybyed cannot be exchanged or money refund- ed”.

Exclusionary clause stated on its pur- chase receipt: “No Refunds or Returns after 7 days”.
Notice removed.

Clause removed from the lay-by book.

Changes made to purchase receipt docket.

Fiji Sun 07/06/18 stated Nescafe Original 500g was on sale however it was Nescafe Original 200g.

The grams advertised was incorrect.

The trader placed an apol- ogy notice for consumer information on the error made from their end.

39.

Xun Feng Trading Company, Lautoka.

Exclusionary clause: “Once item bought won’t be Refundable” Notice removed.
A total of 39 advertisements were monitored during 1 August 2017 – 31 July 2018 ANNEXE 5: KEY ENGAGEMENTS NO DATE OFFICER(S) TOPIC/ISSUES MEETING WITH 1.

20 & 21/09 Soneel Ram 2.

11/10 Premila Kumar BOARDS AND COMMITTEES National Antimicrobial Resistance Committee (NARC) Introductory Workshop Bus Fare Review Com- mittee Meeting National Antimicrobial Resistance Com- mittee Bus Fare Review Committee Members.

69 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 3.

4.

5.

6.

7.

8.

9.


24/10 Premila Kumar Diabetes Fiji Board Meeting Diabetes Fiji Board Members 08/11 Sujeeta Reddy/ Soneel Ram FT-TAG Meeting FT-TAG Members 15/02 Premila Kumar 27/02 Premila Kumar 05/03 Uma Reddy/ Sujeeta Reddy 24/04 Uma Reddy 03/07 Premila Kumar Diabetes Fiji Board Meeting.

First Meeting for the College of Honor Members.

Food Taskforce – Technical Advisory Group (FT-TAG).

Food Taskforce – Technical Advisory Group (FT-TAG).
Taxi Permit Review Committee Meeting Diabetes Fiji members.

Office of the President.

FT-TAG members.

FT-TAG members.

LTA Permit Review Members.

TRADER & SERVICE PROVIDER ENGAGEMENTS 1.

01/08 Sujeeta Reddy/ Shaheen Bi 2.

08/09 Premila Kumar/ Sujeeta Reddy/ Navinesh Prasad Discussion on poor coverage of programmes by Sky Pacific Channel.

Discussion on suspected product tampering on tobacco packets.

Arieta Tawake – Head of Customer Care Service, Digicel Fiji Limited.
Meliki Tuinamuana – Head of External Affairs, British American Tobacco Fiji.

3.

13/09 Sujeeta Reddy/ Pooja Singh/ Navinesh Prasad/ Soneel Ram Discussion on Channel Swap by Sky Pacific Satish Narain and Ravneet Prabhu – Digicel Fiji Limited.

4.

22/09 Pooja Singh/ Navinesh Prasad Discussion on pending complaints against MH for the Central Division.

S. Kuna – Director Retail and Marketing, Marica – Procurement Officer and Fiu Pipiena – Customer Care Coordinator, Carpenters Fiji Limited.

5.
5.

22/09 Sujeeta Reddy/ Shaheen Bi Discussion with Telecom Fiji Ltd on a data usage report.

Lusi Turagabaleti – Manager Retention and Loyalty, Alisi Vunibola – Acting National Manager Customer Service and Floyd – Technical Adviser, Telecom Fiji Limited.

6.

6.

7.

7.

8.

8.

9.

9.

04/10 04/10 06/10 06/10 Premila Kumar Premila Kumar Discussion on complaints relative to Discussion on the tourism industry.

complaints relative to the tourism industry.


Premila Kumar/ Sujeeta Reddy Discussion on complaint Premila Kumar/ Sujeeta Reddy Discussion on complaint received on Courts e-shop site.

received on Courts e-shop site.

Fantasha Lockington – Chief Executive Officer, Fiji Hotel and Tourism Fantasha Lockington – Chief Executive Association.

Officer, Fiji Hotel and Tourism Association.


Anil Senewiratne – Director Marketing and Nuwan – Technical Officer, Vision Anil Senewiratne – Director Marketing Investment Limited.

and Nuwan – Technical Officer, Vision Investment Limited.

09/10 09/10 Sujeeta Reddy/ Shaheen Bi Sujeeta Reddy/ Shaheen Bi Discussion on the isleading promotion of Discussion on the “Snip out and Save”.

isleading promotion of “Snip out and Save”.


Abraham Gomes – Group marketing and Business Development Manager, Motibhai Abraham Gomes – Group marketing and Group & Co Ltd. Business Development Manager, Motibhai Group & Co Ltd. 27/10 27/10 Atish Nand/ James Vakacabeqoli/ Senivesi Lutu Atish Nand/ James Vakacabeqoli/ Senivesi Lutu Discussion on pending complaints against MH Discussion on pending Homemaker for the complaints against MH Western Division.

Homemaker for the Western Division.


Yogesh – Operations Manager, MH Homemaker.

Yogesh – Operations Manager, MH Homemaker.

70 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 10.

02/11 Utiko Nabunobuno Understanding the process involved in packaging and weigh- ing of flour.

Jimi Taniela – Manager Operations and Ashnil Chand – Quality Assurance Offi- cer, Flour Mills of Fiji.

11.

07/11 Navinesh Prasad 12.

22/11 Sujeeta Reddy/Shaheen Bi.

13.

24/11 Utiko Nabunobuno 14.


30/11 Sujeeta Reddy/ Gaayetri Prasad 15.

14/12 Pooja Singh/ Soneel Ram/ Shaheen Bi 16.

04/01 Premila Kumar/ Soneel Ram/ Laisani Vuibau 17.

08/01 Premila Kumar/ Pooja Singh 18.

18.

31/01 Premila Kumar/ Soneel Ram 31/01 Premila Kumar/ Soneel Ram Reasons for imposing charges on Sky Pacific Decoder upgrade.

Discussion on complaint regarding foreign material found in FMF Thumbs Up potato chips.

Discussion on a complaint regarding the incorrect weighing of fish.
Misleading advertisement by Courts Fiji stating that its clearance outlet in Nakasi has “New Stock” Awareness-raising on the launch of Digicel’s new promotion “7GB for $7” Discussion on providing full disclosure on changes made to ANZ fees/charges and loan packages as per the public notice issued in September 2017 and a way forward.

Dialogue on a complaint received on non-disclo- sure of gold karat stamp on a gold chain.
Discussion on kidney dialysis costs, procedure and the progress on the setting up of the National Kidney Centre of Fiji.

Discussion on kidney dialysis costs, procedure and the progress on the setting up of the National Kidney Centre of Fiji.

Charlotte Taylor – Head of Commercial, Residential Segments, Digicel Fiji Limited.

Jim Taniela – Manager QA, Vicky Vishal Narayan – QA Officer, Ashnil Kumar – QA Supervisor, Flour Mills of Fiji.

Rick Fong – Director, Golden Ocean Fish Shop.


Anil Senewiratne – Head of Marketing and Ritnesh Narayan – Head of Audit, Courts Fiji Ltd. Sheryl Singh and Charlotte Taylor – Head of Commercial, Residential Segments, Digicel Fiji Limited.

Ravendra Achari – Chief Financial Officer, ANZ.

Pala – Director, Palas Gold and Diamond.

Amrish Krishnan – Doctor, Kidney Hub.

Amrish Krishnan – Doctor, Kidney Hub.

19.

19.


06/02 06/02 Premila Kumar/ Uma Reddy/ NavineshPrasad, Pooja Singh/ Premila Kumar/ Uma Reddy/ Soneel Ram.

NavineshPrasad, Pooja Singh/ Soneel Ram.

Discuss the advantages and disadvantages of decommissioning of CDMA.

Discuss the advantages and disadvantages of decommissioning of CDMA.

Sanjay Maharaj – General Manager, Telecom Fiji Ltd. Sanjay Maharaj – General Manager, Telecom Fiji Ltd. 20.

20.

21.

21.
20.

21.

21.

08/02 Uma Reddy 08/02 Uma Reddy 03/03 Uma Reddy 03/03 Uma Reddy Discuss electricity consumption issues by Discuss electricity Fijian consumers.

consumption issues by Fijian consumers.

Afsrin Ali – Head of Projects, Pacific Islands Development Forum.

Afsrin Ali – Head of Projects, Pacific Islands Development Forum.

Discuss the issues on hybrid battery, how it Discuss the issues on works and the functions hybrid battery, how it of the individual cells.
works and the functions of the individual cells.

Amrit Lal – Marketing Manager, Pacific Batteries.

Amrit Lal – Marketing Manager, Pacific Batteries.

71 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 22.

13/03 Premila Kumar/ Uma Reddy 23.

16/03 Uma Reddy 24.

16/03 Uma Reddy 25.

20/03 Uma Reddy 26.

26/03 Laisani Vuibau 27.

03/04 Navinesh Prasad Discussion on the Takata recall and the air bag relevant compensation that could be offered to consumers.
Discuss the issues on hybrid battery, how it works and the functions of the individual cells.

Discuss the issues on hybrid battery, how it works and the functions of the individual cells.

Discuss complaints received against Sky Pacific and a way forward to improve the services.

Discussion on establishing the factors affecting hybrid vehicle premium hike.

Discussion with Tiko Kece taxis on raising awareness about NCH Tollfree 155 through vehicle signage.
Craig Sims – Chief Executive and Ronald Kumar – Financial Controller & Company Secretary, Asco Motors Fiji Ltd. Tauz Khan – Director, Safeway Electronics.

Salesh Karan – Team Leader Sales, Asco Motors.

Charlotte Taylor – Head of Customer Relations, Digicel Fiji Limited.

Vikash Kumar – Manager Claims, Dominion Insurance.

Ratu Bale – Director, Tiko Kece Taxis.

28.

19/04 Laisani Vuibau/ Utiko Nabunobuno Discussion on establishing the factors affecting hybrid vehicle premium hike.
Arjun Karwal – Manager Claims and Subhash Mehta – General Manager Fiji Operation, New India Assurance.

29.

19/04 Gurmeet Kaur 30.

30.

31.

31.

32.

32.

33.

33.

34.

34.

35.

35.
35.

19/04 19/04 Nanise Veikoso Nanise Veikoso 19/04 19/04 Navinesh Prasad Navinesh Prasad 25/04 25/04 22/05 22/05 22/05 22/05 05/06 05/06 Laisani Vuibau/ Utiko Nabunobuno Laisani Vuibau/ Utiko Nabunobuno Uma Reddy/ Navinesh Prasad Uma Reddy/ Navinesh Prasad Premila Kumar/Uma Reddy/ Tevita Vuibau Premila Kumar/Uma Reddy/ Tevita Vuibau Poseci Lalabalavu/ Gaayetri Prasad Poseci Lalabalavu/ Gaayetri Prasad Discussion on display of misleading prices and its consequences on consumers and penalties to a trader.
Discussion on display of exclusionary notices and Discussion on display of its applicable penalties.

exclusionary notices and its applicable penalties.

Discussion with Regent Taxis on raising awareness Discussion with Regent about NCH Tollfree 155 Taxis on raising awareness through vehicle signage.

about NCH Tollfree 155 through vehicle signage.

Discussion on establishing the factors affecting hybrid Discussion on establishing vehicle premium hike.

the factors affecting hybrid vehicle premium hike.


Discussion on compensation for Discussion on customers who compensation for surrendered DECT customers who phones after TAF surrendered DECT announcement.

phones after TAF announcement.

Discussion on the pricing of HOMES-CARE items Discussion on the pricing in Labasa branch.

of HOMES-CARE items in Labasa branch.

Discussion on 12-month interest-free promotion Discussion on 12-month for hire purchase interest-free promotion accounts.
for hire purchase accounts.

Shui Young Joe – Manager, Hong Kong Fashion.

Joe Kauwah – Manager, Gift World.

Joe Kauwah – Manager, Gift World.

Harish Chandra – Director, Regent Taxis.

Harish Chandra – Director, Regent Taxis.

Thomas Naua – Manager Claims, Sun Insurance.

Thomas Naua – Manager Claims, Sun Insurance.

Soneel Ram – Manager Marketing and Ronesh Soneel Ram – Manager Marketing and Ronesh Kumar, Telecom Fiji Limited.

Kumar, Telecom Fiji Limited.


Anil Senawaratne – Marketing Manager, Courts Fiji Limited.

Anil Senawaratne – Marketing Manager, Courts Fiji Limited.

Ravikash Deo – Manager Hire Purchase, Vinod Patel Home and Ravikash Deo – Manager Hire Living.

Purchase, Vinod Patel Home and Living.

72 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 36.

25/06 Sujeeta Reddy 37.

28/06 Sujeeta Reddy Discussion on a complaint lodged on overcharging price on Kindergarten Activity Book.
Discussion on the exclusionary clause stated on Janty Bondwell’s purchase receipt.

Avikas Kumar – General Manager, Stationery Plus.

Jeetesh Kumar – General Manager, Janty Bondwell Fiji Limited.

38.

09/07 Poseci Lalabalavu Discussion on registered moneylenders in Fiji.

Anup Lal – Money lending Officer, Registrar of Companies.

39.

18/07 Charlene Lanyon/ Sujeeta Reddy 40.

18/07 Charlene Lanyon/ Sujeeta Reddy 41.

19/07 Charlene Lanyon/ Sujeeta Reddy 42.

19/07 Charlene Lanyon/ Sujeeta Reddy 43.

43.


44.

44.

45.

45.

46.

46.

47.

47.

23/07 23/07 Poseci Lalabalavu Poseci Lalabalavu 24/07 24/07 Poseci Lalabalavu Poseci Lalabalavu 25/07 25/07 Charlene Lanyon Charlene Lanyon 25/07 25/07 Charlene Lanyon Charlene Lanyon 25/07 25/07 Charlene Lanyon Charlene Lanyon Comprehend the agreement terms and conditions between brand manufacturers of motor vehicles with local brand dealers in Fiji.


Comprehend the agreement terms and conditions between brand manufacturers of motor vehicles with local brand dealers in Fiji.

Comprehend the agreement terms and conditions between brand manufacturers of motor vehicles with local brand dealers in Fiji.
Discuss and collate information regarding Discuss and collate infor- town rates and interest mation regarding town levied on overdue rates and interest levied accounts.

on overdue accounts.

Discuss and collate information regarding Discuss and collate infor- town rates and interest mation regarding town levied on overdue rates and interest levied accounts.

on overdue accounts.


Dialogue on fees and Dialogue on fees and refund policy for tourist refund policy for tourist visa application to visa application to Austra- Australia/ New Zealand.

lia/ New Zealand.

Dialogue on fees and Dialogue on fees and refund policy for tourist refund policy for tourist visa application to visa application to Austra- Australia/ New Zealand.

lia/ New Zealand.


Suresh Singh – National Sales Manager, Nivis Motor & Machinery Co. Limited (President – Fiji Motor Traders Association) Craig Sims – Chief Executive Officer/ Director, Sanjeet Kumar – National Fixed Operations Manager, Seiji Tokito – General Manager Sales, Asco Motors.
Mr Nicholas Ling – General Manager, Carpenters Motors.

Nitish Niranjan – Chief Executive Officer, Niranjans.

Tevita Ligani – Senior Valuer, Divisional Lands Office Central.

Tevita Ligani – Senior Valuer, Divi- sional Lands Office Central.

Mehnaz Fazil – Finance Officer, Lami Town Council.

Mehnaz Fazil – Finance Officer, Lami Town Council.

Komal Singh – Travel Consultant, Komal Singh – Travel Consultant, Fulluck Trade & Tour Company Fulluck Trade & Tour Company Limited.

Limited.
Limited.

Sala Brown – Travel Consultant, Sala Brown – Travel Consultant, Travel Centre.

Travel Centre.

Manuyapa Tuivaga – Senior Travel Manuyapa Tuivaga – Senior Travel Consultant, JadInternational Travel Consultant, JadInternational Travel Services.

Services.

48.

25/07 Uma Reddy/ Tevita Vuibau/ Bindula Devi.

Discussion on proposed changes to the line of channels on Sky Pacific.

Arieta Tawake – Head of Customer Care and Ravneet Prabhu, Digicel Fiji Limited.
73 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 48.

25/07 Uma Reddy/ Tevita Vuibau/ Bindula Devi.

Discussion on proposed changes to the line of channels on Sky Pacific.

Arieta Tawake – Head of Customer Care and Ravneet Prabhu, Digicel Fiji Limited.

49.

26/07 Charlene Lanyon 50.

26/07 Charlene Lanyon 51.

26/07 Charlene Lanyon Dialogue on fees and refund policy for tourist visa application to Australia/ New Zealand.


Dialogue on fees and refund policy for tourist visa application to Australia/ New Zealand.

Lee Yen – Admin Supervisor, Pan Pacific Tours & Travel.

Alpa Rathod – Branch Manager, Macquarie Travel World Services Limited.

Vimlesh Sharma – Reservation, Ticketing, Operations Manager, Oneworld Flight Centre.

52.
52.

26/07 Charlene Lanyon Dialogue on fees and refund policy for tourist visa application to Australia/ New Zealand.

Makereta Seruitanoa – Senior Travel Consultant/Branch Manager, Discount Flight Centre.

53.

26/07 Raman Dahia/ Uma Reddy/ Sujeeta Reddy Discussion on Energy Fiji Limited disconnection notice period.

Annabel Ducia – General Manag- er Customer Services, Sainimili Racaca – Unit Leader Customer Service & Contact Center, Paula – IT Officer, Energy Fiji Limited.

54.
54.

27/07 Poseci Lalabalavu Discussion on registered moneylenders in Fiji.

Shayal Avneeta – Deputy Registrar, Registrar of Companies.

ENGAGEMENT WITH REGULATORS 23/08 23/08 Sujeeta Reddy Sujeeta Reddy Edward Eterika – Legal Counsel, Fiji Revenue and Customs Services.

Edward Eterika – Legal Counsel, Fiji Revenue and Customs Services.
Discussion on the legal action taken by Fiji Reve- ENGAGEMENT WITH REGULATORS nue and Customs Services against J Santa Ram Store Discussion on the legal on non-compliance of action taken by Fiji VAT reduction in 2016.

Revenue and Customs Services against J Santa Ram Store on non- compliance of VAT reduction in 2016.

Discussion on the legal action taken by FCCC on the referral of the case of Ajneel Chand v Satish Motormart.
25/08 Ranjaline Reddy 25/08 Ranjaline Reddy Lorina Filipe – Legal Officer, Fijian Competition and Consumer Commission Lorina Filipe – Legal Officer, Fijian Competition and Consumer Commission 30/08 Sujeeta Reddy 30/08 Sujeeta Reddy 19/09 Khusboo Singh/ Utiko Nabunobuno 19/09 Khusboo Singh/ Utiko Nabunobuno 27/11 Sujeeta Reddy/ Shaheen Bi 27/11 Sujeeta Reddy/ Shaheen Bi Discussion on expiry date tampering on Nandi baking powder against J Santa Ram Store.
Praveen Kumar – Health Officer, Ministry of Health Food Unit.

Praveen Kumar – Health Officer, Ministry of Health Food Unit.

Discussion on expiry date tampering on Nandi baking powder against J Santa Ram Store.

Application of the rele- vant laws regarding the sale of herbal medicine.

Apolosi Vosanibola – Chief Pharmacist and Ilisa- beta Pesamino – Principal Pharmacist and Board Secretary, Fiji Pharmaceutical and Biomedical Application of the Services.
relevant laws regarding the sale of herbal Planning and outlining medicine.

activities for joint surveil- lance with FCCC for the festive season.

Apolosi Vosanibola – Chief Pharmacist and Ilisabeta Pesamino – Principal Pharmacist and Board Irfan Hussein – Manager Compliance and Competi- Secretary, Fiji Pharmaceutical and tion, Serupepeli Lagilagi – Compliance Officer and Biomedical Services.

Isimeli Vulagi – Senior Monitoring Officer, Fijian Competition and Consumer Commission.
Planning and outlining activities for joint surveillance with FCCC for the festive season.

Irfan Hussein – Manager Compliance and Competition, Serupepeli Lagilagi – Compliance Officer and Isimeli Vulagi – Senior Monitoring Officer, Fijian Competition and Consumer Commission.

1.

1.

2.

2.

3.

3.

4.

4.

5.

5.

74 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 74 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 6.

18/04 Uma Reddy/ Utiko Nabunobuno 7.


18/04 Uma Reddy/Utiko Nabunobuno Understating the e-com- merce policies and regula- tion index for Consumers International Member Survey Questionnaire.

Understating the e-com- merce policies and regula- tion index for Consumers International Member Survey Questionnaire.

Shivnesh Prasad – Director, Department Communication.

of Shivnesh Prasad – Director, Department Communication.

of 8.
of 8.

18/06 Uma Reddy/Tevita Vuibau Discussion on permits, criteria and conditions on the sale of Juicy Life products.

Alipate Momoka – Senior Health Inspector, Min- istry of Health Food Unit, Shabnam Bi – Senior Assistant Heath Inspector, Suva City Council and Horng Huey Jen – Owner, Juicy Life.

STAKEHOLDER CONSULTATIONS AND FORUMS 1.

1.

2.

2.

3.

3.

4.

4.

09/08 Soneel Ram 09/08 Soneel Ram Financial Literacy Working Group (FLWG) meeting.

Financial Literacy Working Group (FLWG) meeting.


STAKEHOLDER CONSULTATIONS AND FORUMS Financial Literacy Working Group members.

Financial Literacy Working Group members.


22/08 Sujeeta Reddy 22/08 Sujeeta Reddy 06/09 Premila Kumar 06/09 Premila Kumar 13/09 Utiko Nabunobuno 13/09 Utiko Nabunobuno 16th Technical Working Group Meeting on Public 16th Technical Working Transport Group Meeting on Public Transport Technical Working Group members and representa- tives from the Ministry of Technical Working Group members and representa- Infrastructure and Transport.

tives from the Ministry of Infrastructure and Transport.
Discussion with a con- sultant from the Pacific Discussion with a con- Islands Food Revolution sultant from the Pacific (PIFR).

Islands Food Revolution (PIFR).

Preparatory meeting for Real Estate Agents Preparatory meeting National Consultation for Real Estate Agents Workshops”.

National Consultation Workshops”.

Avataeao Junior Ulu – Independent consultant.

Avataeao Junior Ulu – Independent consultant.

REALB Senior Management.

REALB Senior Management.

5.

5.


19/09 19/09 Sujeeta Reddy Sujeeta Reddy 18th Technical Working 18th Technical Working Group on public transport.

Group on public transport.

Technical Working Group members and repre- Technical Working Group members and sentatives from the Ministry of Infrastructure and representatives from the Ministry of Infrastructure Transport.

and Transport.

6.

6.

26/09 Utiko Nabunobuno 26/09 Utiko Nabunobuno 7.

7.
7.

12/10 12/10 Premila Kumar/ Premila Kumar/ Bindula Devi/ Soneel Bindula Devi/ Soneel Ram Ram 8.

8.

25/10 25/10 Navinesh Prasad Navinesh Prasad 9.

9.

27/10 27/10 Atish Nand/ James Atish Nand/ James Vakacabeqoli/ Vakacabeqoli/ Senivesi Lutu.

Senivesi Lutu.

10.

10.

01/11 01/11 Premila Kumar Premila Kumar 11.

11.

02/11 02/11 Premila Kumar Premila Kumar Industry stakeholders Industry stakeholders consultation for strategic consultation for strategic planning workshop.

planning workshop.
planning workshop.

Oral Submission to the Oral Submission to the Standing Committee on Standing Committee Social Affairs on Consum- on Social Affairs on er Council of Fiji Annual Consumer Council of Fiji Report 2015.

Annual Report 2015.

Discussion on the licens- Discussion on the ing of builders, review licensing of builders, of Fiji Construction review of Fiji Contract, tender proce- Construction Contract, dures, and construction tender procedures, and personnel education.
construction personnel education.

Seminar on quantity sur- Seminar on quantity veying profession in Fiji surveying profession and importance of utiliz- in Fiji and importance ing the services provided of utilizing the services by qualified & registered provided by qualified quantity surveyors in Fi- & registered quantity ji’s construction industry.

surveyors in Fiji’s construction industry.

Bus Fare Review Bus Fare Review public consultation.

public consultation.


Bus Fare Review Bus Fare Review public consultation.

public consultation.

LTA Senior Management and other stakeholders LTA Senior Management and other stakeholders Standing Committee on Social Affairs, Fiji Parlia- Standing Committee on Social Affairs, Fiji ment.

Parliament.

Representatives from the Construction Industry Representatives from the Construction Industry Council (CIC) and other participants.

Council (CIC) and other participants.


Fiji Institute of Quantity Surveyors and other Fiji Institute of Quantity Surveyors and other participants.

participants.

General public in Rakiraki and Tavua.

General public in Rakiraki and Tavua.

General public in Nadi and Lautoka.

General public in Nadi and Lautoka.

75 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 12.

17/11 Premila Kumar/ Atish Nand 13.

20/11 Premila Kumar/ Raman Dahia 14.


22/11 Premila Kumar Fijian Tourism Talanoa “Progressive Tourism through Sustainable Part- nerships”: Discussion on pertinent issues affecting the tourism industry and sector’s sustainable growth.

Discussion on the institu- tional review to improve administra- governance, tion and human resource management of the Minis- try of Industry, Trade and Tourism.

Bus Fare Review consulta- tion meeting with bus oper- ators.
Honorable Faiyaz Koya – Minister with other officials from Ministry of Industry, Trade & Tourism and other key stakeholders of Fiji’s tourism industry.

World Bank Review Team, representatives from MITT and Fiji Civil Service Reform Management Unit.

Management of Citiline Bus Services Limited and the Bus Fare Review Committee Members.

15.

23/11 Premila Kumar Bus Fare Review consul- tation meeting with Bus operators.
Managements of K. R Latchan Ltd and Zakreen Holdings, and Bus Fare Review Committee Mem- bers.

16.

27/11 Premila Kumar Bus Fare Review consul- tation meeting with bus operators.

Managements of Nasese Buses, George Transport, Shankar Singh Transport, Tebara Transport Ltd and Bus Fare Review Committee Members.

17.

27 & 28/11 Atish Nand/ James Vakacabeqoli/ Senivesi Rasoni 18.
28/11 Navinesh Prasad Water Authority of Fiji Customer Council Charter Forum: Discussion on rural government initiative programme, the introduc- tion of bill Info card, water conservation and billing/ strategies for bill wavier.

Construction Industry Council Group Meeting – Licensing of builders, review of Fiji construc- tion contract, tender pro- cedures and construction personnel education.

Officials from Water Authority Fiji, faith based organisations and community working groups.
Representatives from the Construction Industry Council (CIC) and other participants.

19.

26/01 Soneel Ram Financial Literacy Working Group (FLWG) meeting.

Financial Literacy Working Group members.

20.

28/03 Navinesh Prasad Construction Industry Group Meeting – Licens- ing of builders, review of Fiji construction contract, tender procedures and construction personnel education.

Representatives from Construction Industry Coun- cil (CIC) and other participants.

21.
21.

26- 27/06 Sujeeta Reddy Invitation to the ‘Bench- marking of Food Environ- ment Policies and Actions in Fiji’.

The Pacific Research Centre for the Prevention of Obesity and Non-Communicable Diseases (C-POND), representatives from Ministry of Health and Medical Services, Universities, UNICEF, SPC.

22.

13/07 Uma Reddy/ Sujeeta Reddy Consultation and review of Infant Baby Formula Milk currently available in the market, proposal for importation and the sale of new varieties into Fiji.
Seema Sharma – Director Trade, Ajeshni Lata and Mayuri Pillay – Senior Technical Assistant, the Ministry of Industry, Tourism and Trade, and rep- resentatives from Biosecurity Authority of Fiji (BAF), Fijian Competition and Consumer Commis- sion (FCCC), Fiji Revenue and Customs Service (FRCS).

76 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 1.

11/08 Soneel Ram/ Rigendra Lal 2.

14/08 Rigendra Lal OTHER ENGAGEMENTS Preparatory Meeting with Diabetes Fiji for the upcoming NCD workshop.
Proposal for Partnering with ECREA in its Awareness Programmes to various communities Viliame Qio – Secretary, Diabetes Fiji.

ECREA members.

3.

15/08 Premila Kumar/ Rezitty Raj Discuss finalization of the Council’s financial accounts.

Moshin Ali – Audit Manager, Office of the Auditor General.

4.

21/08 Rigendra Lal Proposal for partnering with Red Cross Society in its awareness programmes to various communities.

Setareki Vatucawaqa – Manager Programmes, Red Cross Society.

5.
5.

22/08 PremilaKumar/ Ranjaline Reddy/ Caroline Koto 6.

22/08 Rigendra Lal 7.

25/08 Premila Kumar/ Soneel Ram Final discussion and negotiation on the lease agreement for the tenancy at Vanua House.

Proposal for Partnering with FCOSS in its awareness programmes to various Communities.

Discuss Anne Fransen Fund project on combating NCD’s factsheet on chaser habits during kava consumption, workshops in Suva, Lautoka and Labasa, and potential speakers for the workshop.
Meli Kanito – Properties Officer, Fijian Holdings Properties Limited.

Neil Maharaj – Director, Fiji Council of Social Services (FCOSS).

Isimeli Tukana – National Advisor Wellness, Ministry of Health.

8.

04/09 Premila Kumar/ Gaayetri Prasad Seeking advice on landlord tenancy matters: Housing standards.

Nirupa Tokuma – consumer.

9.

04/09 Premila Kumar/ Soneel Ram Preparatory meeting with UNDP for the upcoming NCD Workshop.
Ferdinand Strobel – Health Development Specialist, UNDP 15/09 Premila Kumar Discussion on ICT atters.

Prathna – consumer.

10.

11.

21/09 Premila Kumar/ Pooja Singh 12.

06/10 13.

09/10 Premila Kumar/ Bindula Devi/ Rezitty Raj Premila Kumar/ Bindula Devi/ Caroline Koto/ Rezitty Raj 14.

11/10 Premila Kumar/ Pooja Singh Seeking advice on landlord tenancy matters: Standard of the housing premises.

Discussion on the financials of the Council.


Discussion on audit queries raised and finalizing the accounts for the seven months period ending 31 July 2017.

Discussion on a complaint in regards to Vodafone bills.

Triesa Kumar – consumer.

Harik Raj – External Accountant.

Moshin Ali – Director Audit, Office of the Auditor General.

Amelia O’Connor – Suva Christain School.

77 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 15.
03/11 Premila Kumar/ Ranjaline Reddy/ Caroline Koto Walkthrough survey of the Council’s new office at Level 5, Vanua House, Suva.

Meli Kanito – Properties Officer, Fijian Holdings Limited.

Representatives from the Fiji Pharmaceutical and Biomedical Services and other participants.

Representatives from the Fiji Pharmaceutical and Biomedical Services and other participants.

Ami Chand Sharma – consumer.

Ami Chand Sharma – consumer.


Justice Anthony Gates – Chief Justice of Fiji, Christopher Pryde – Director Justice Anthony Gates – Chief Justice of Fiji, Prosecution, DPP, Shaheen Ali – Director Legal Aid Christopher Pryde – Director Commission, and other participants.

Prosecution, DPP, Shaheen Ali – Director Legal Aid Commission, and other participants.
of Public of Public Kunal Chand and Ashneel Singh – Program Analysts, Datec Fiji Ltd. Kunal Chand and Ashneel Singh – Program Analysts, Datec Fiji Ltd. Diabetes Fiji West Working Committee members, Officials from the Ministry of Health and Medical Diabetes Fiji West Working Committee members, Services and other participants.

Officials from the Ministry of Health and Medical Services and other participants.

Mevia Kolivuso – Practice Manager and Kalipate Dokini – Architectural Assistant, Architects Pacific.


Kunal Chand – Program Analyst, Datec Fiji Ltd. Kunal Chand – Program Analyst, Datec Fiji Ltd. Amitia Huggett and Stuart Huggett – Directors, Architects Pacific.

Amitia Huggett and Stuart Huggett – Directors, Architects Pacific.

Sanjay Chand and Mr. Shanil Prasad – Sales Consultants, GEM IT Solutions.

Sanjay Chand and Mr. Shanil Prasad – Sales Consultants, GEM IT Solutions.
Shikha Sharma – Sales and Marketing Officer, Poly Products.

Shikha Sharma – Sales and Marketing Officer, Poly Products.

Amitia Huggett and Stuart Huggett – Directors and Luiz Serrano, Architects Pacific.

Amitia Huggett and Stuart Huggett – Directors and Luiz Serrano, Architects Pacific.

Epeneri Korovakaturaga – Architects Pacific.

Epeneri Korovakaturaga – Architects Pacific.


insurance insurance Invitation to the Launch ofAntibiotic Awareness Invitation to the Launch Week 2017. ofAntibiotic Awareness Week 2017.

Understanding the conditions of house Understanding the insurance cover paid by conditions of house insurers and the global insurance cover paid by practice by insurers and the global property practice by companies.

property companies.
property companies.

Book Launch on “Balancing the Scales Book Launch on – Improving Fijian “Balancing the Scales Women’s Access to – Improving Fijian Justice Research” by Women’s Access to Fiji Women’s Right Justice Research” by Movement.

Fiji Women’s Right Movement.

Discussion on the current issues faced with the Discussion on the current Registry database and a issues faced with the way forward.

Registry database and a way forward.


Celebration for the WorldDiabetes Day with Celebration for the a theme “Women and WorldDiabetes Day with Diabetes – Our Right to a a theme “Women and healthy future”.

Diabetes – Our Right to a healthy future”.

Office relocation – Discussion on office Office relocation – layout, workstation Discussion on office designs, OHS and ICT layout, workstation requirements.

designs, OHS and ICT requirements.


Discussion on the scope of work for the upgrading Discussion on the scope of Registry database.

of work for the upgrading of Registry database.

Office relocation – Discussion on office Office relocation – layout and concept Discussion on office design.

layout and concept design.

Office relocation – Discussion on Biometrics Office relocation – Access Control System.

Discussion on Biometrics Access Control System.


Office relocation – Discussion on costing for Office relocation – office blinds.

Discussion on costing for office blinds.

Office relocation – iscussion on preferred Office relocation – office blinds, carpeting iscussion on preferred and interior wall painting.

office blinds, carpeting and interior wall painting.

Office Relocation – Discussion regarding Office Relocation – building services engineer, Discussion regarding costing and timelines.
building services engineer, costing and timelines.

16.

16.

17.

17.

14/11 14/11 Soneel Ram Soneel Ram 20/11 20/11 Premila Kumar/ Sujeeta Reddy Premila Kumar/ Sujeeta Reddy 18.

18.

21/11 21/11 Pooja Singh Pooja Singh 19.

19.

24/11 24/11 20.

20.

27/11 27/11 Premila Kumar/ Bindula Devi/ Premila Kumar/ Ranjaline Reddy/ Bindula Devi/ Sofia Nisha/ Ranjaline Reddy/ Caroline Koto Sofia Nisha/ Caroline Koto Senivesi Rasoni Senivesi Rasoni 21.

21.
21.

11/12 11/12 Premila Kumar/ Bindula Devi / Premila Kumar/ Kavitesh Pal Bindula Devi / Kavitesh Pal 22.

22.

23.

23.

24.

24.

25.

25.

26.

26.


15/12 15/12 28/12 28/12 03/01 03/01 04/01 04/01 08/01 08/01 Bindula Devi/ Pooja Singh/ Ranjaline Bindula Devi/ Pooja Reddy Singh/ Ranjaline Reddy Premila Kumar/ Bindula Devi / Premila Kumar/ Kavitesh Pal Bindula Devi / Kavitesh Pal Bindula Devi/ Kavitesh Pal Bindula Devi/ Kavitesh Pal Bindula Devi/ Kavitesh Pal Bindula Devi/ Kavitesh Pal Bindula Devi/ Kavitesh Pal Bindula Devi/ Kavitesh Pal 27.

27.
27.

10/01 10/01 Bindula Devi/ Caroline Koto/ Bindula Devi/ Kavitesh Pal Caroline Koto/ Kavitesh Pal 78 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 16.

14/11 Soneel Ram Invitation to the Launch ofAntibiotic Awareness Representatives from the Fiji Pharmaceutical and Biomedical Services and other participants.

17.

20/11 Premila Kumar/ Sujeeta Reddy Ami Chand Sharma – consumer.

Week 2017.
Week 2017.

Understanding the conditions of house insurance cover paid by insurers and the global practice by property insurance companies.

Book Launch on “Balancing the Scales – Improving Fijian Women’s Access to Justice Research” by Fiji Women’s Right Movement.

issues faced with the Registry database and a way forward.

Celebration for the WorldDiabetes Day with a theme “Women and Diabetes – Our Right to a healthy future”.
Office relocation – Discussion on office layout, workstation designs, OHS and ICT requirements.

19.

24/11 Discussion on the current Kunal Chand and Ashneel Singh – Program Analysts, Datec Fiji Ltd. 18.

21/11 Pooja Singh Premila Kumar/ Bindula Devi/ Ranjaline Reddy/ Sofia Nisha/ Caroline Koto 20.

27/11 Senivesi Rasoni Justice Anthony Gates – Chief Justice of Fiji, Christopher Pryde – Director of Public Prosecution, DPP, Shaheen Ali – Director Legal Aid Commission, and other participants.
Diabetes Fiji West Working Committee members, Officials from the Ministry of Health and Medical Services and other participants.

21.

11/12 Premila Kumar/ Bindula Devi / Kavitesh Pal Mevia Kolivuso – Practice Manager and Kalipate Dokini – Architectural Assistant, Architects Pacific.

22.

15/12 Bindula Devi/ Pooja Discussion on the scope Kunal Chand – Program Analyst, Datec Fiji Ltd. Singh/ Ranjaline Reddy of work for the upgrading of Registry database.

23.
23.

28/12 Premila Kumar/ Bindula Devi / Kavitesh Pal Office relocation – Discussion on office layout and concept design.

Amitia Huggett and Stuart Huggett – Directors, Architects Pacific.

24.

03/01 Bindula Devi/ Kavitesh Pal Office relocation – Sanjay Chand and Mr. Shanil Prasad – Sales Discussion on Biometrics Consultants, GEM IT Solutions.

Access Control System.

25.


04/01 Bindula Devi/ Kavitesh Pal Office relocation – Shikha Sharma – Sales and Marketing Officer, Poly Discussion on costing for Products.

office blinds.

26.

08/01 Bindula Devi/ Kavitesh Pal Amitia Huggett and Stuart Huggett – Directors and Luiz Serrano, Architects Pacific.

Office relocation – iscussion on preferred office blinds, carpeting and interior wall painting.

27.
27.

10/01 Bindula Devi/ Caroline Koto/ Kavitesh Pal Office Relocation – Discussion regarding building services engineer, costing and timelines.

Epeneri Korovakaturaga – Architects Pacific.

28.

11/01 Premila Kumar 29.

15/01 Bindula Devi/ Kavitesh Pal 30.

16/01 Caroline Koto/ Kavitesh Pal 31.

18/01 Bindula Devi/ Kavitesh Pal/ Caroline Koto 32.

19/01 Caroline Koto/ Kavitesh Pal 33.

23/01 Premila Kumar/ Bindula Devi 34.


24/01 Bindula Devi/ Kavitesh Pal Invitation to attend the Launch of Young Entrepreneurship Scheme (YES).

Office relocation – Dialogue on the terms of the lease agreement and other matters relating to new office premises.

Office relocation – Discussion on provisions for air conditioning vents, power points and ducts for the new office premises.

Office relocation - Extension of notice to vacate and obtain quotations for new office furniture.
Office relocation – Discussion on the removal of existing partition at the property.

Office relocation – Discussion on office layout and concept design.

Office relocation – Discussion on carpeting for the new premises.

Representatives from MITT, stakeholders and recipients.

Meli Kanito – Properties Officer, Fijian Holdings Limited.
Epeneri Korovakaturaga and Paula Nayala – Architects Pacific, Cathy Grey – Acting Chief Executive Officer, Meli Kanito, Shivneel Chetty – Property Officers, Fijian Holding Limited.

Dennis Fong – Director and John Miller – General Manager, GEM IT Solutions.

Cathy Grey – Acting Chief Executive Officer, Meli Kanito, Luke Matase and Shivneel Chetty – Property Officers, Fijian Holding Limited.

Epeneri Korovakaturaga – Architects Pacific.

Luke Matase – Properties Officer, Fijian Holdings Limited.

35.
35.

29/01 Bindula Devi/ Soneel Ram Discussion on Council’s new logo redesign.

Josefa Caqusau – Logo Designer.

36.

29/01 Premila Kumar/ Soneel Ram Dialogue with Kidney Foundation of Fiji Dialysis patient.

David Anand – Kidney dialysis patient.

37.

29/01 38.

02/02 Premila Kumar/ Bindula Devi/ Soneel Ram Premila Kumar/ Bindula Devi/ Kavitesh Pal.

39.

05/02 Premila Kumar/ Bindula Devi 40.

06/02 Premila Kumar/ Bindula Devi/ Ranjaline Reddy 41.

41.
41.

06/02 06/02 Bindula Devi/ Kavitesh Pal Bindula Devi/ Kavitesh Pal Discussion on Council’s new logo redesign.

Charaka Rajanayake – Managing Director, C&C Solutions PTE Ltd. Epeneri Korovakaturaga – Architect Assistant and Kalipate Dokini – Architects Pacific.

Stakeholders and other invited guests.

Sanjay Maharaj – General Manager, Telecom Fiji Limited.

Epeneri Korovakaturaga – Architect Assistant, Architects Pacific.

Epeneri Korovakaturaga – Architect Assistant, Architects Pacific.
Office relocation – Discussion on the works carried out at the new office space and additional works that are pending.

Joint opening ceremony of the Asia Pacific Broadcasting Union event: 4th Media Summit on Climate Change and Disaster Risk Reduction and the 2018 Pacific Media Partnership Conference.

Office relocation - To understand the logistics and the requirements of the Council’s ICT relocation to the new office space.
Office relocation – Discussion on the fees Office relocation – that shall be payable Discussion on the fees to NFA, OHS and the that shall be payable Suva City Council for to NFA, OHS and the inspections and approvals Suva City Council for for the new office space.

inspections and approvals for the new office space.

79 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 42.

06/02 Bindula Devi/ Kavitesh Pal.

43.

07/02 Bindula Devi/ Caroline Koto/ Kavitesh Pal 44.

08/02 Bindula Devi/ Kavitesh Pal 45.


08/02 Bindula Devi/ Caroline Koto/ Kavitesh Pal 46.

08/02 Bindula Devi/ Kavitesh Pal.

47.

09/02 Bindula Devi/ Kavitesh Pal 48.

13/02 Kavitesh Pal/ Caroline Koto 49.

14/02 Bindula Devi/ Kavitesh Pal/ Caroline Koto 50.

14/02 Bindula Devi/ Kavitesh Pal.

51.

14/02 Kavitesh Pal 52.

15/02 Caroline Koto 53.

16/02 Kavitesh Pal 54.

54.

16/02 16/02 Caroline Koto Caroline Koto Office relocation – Discussion on handover with the landlord as works were still pending.
Office relocation – Discussion on whether the current TFL system is compatible with Vodafone, the equipment needed, cost and the time required.

Office relocation – Discussion on handover with the landlord as painting works were pending.

Office relocation – Discussion on the relocation, call rates and server, together with having a slot for Vodafone.

Office relocation – Office handover document was signed after completion of pending works.
Office relocation - Discuss the sitting arrangements, power points and data port positions for the new office.

Office relocation – Site visit with the contractors to the new office space.

Office relocation – Discussion on the extension of Service Level Agreement and a new SLA to be signed.

Office relocation – Discussion on the cabling provisions for the new office space.

Office relocation – Discussion on the cabling provisions for Biometric System on-site level 5 Vanua House.
Office relocation – Site survey of the existing ICT at the new office space.

Office relocation - Site survey for ICT reticulation at the new office space.

Office relocation – Site survey of the existing ICT Office relocation – Site at the new office space.

survey of the existing ICT at the new office space.
Shivneel Chetty and Luke Matase – Property Officers, Fijian Holdings Ltd. Zoya Begum and Amit Ram, Vodafone Fiji Ltd. Shivneel Chetty and Luke Matase – Property Officers, Fijian Holdings Ltd. Salveen Singh, Praneel Dutt and Lusia Vusonimasei – Telecom Fiji Ltd. Shivneel Chetty and Luke Matase – Fijian Holdings Ltd. Epeneri Korovakaturaga – Architect Assistant, Architects Pacific Ltd. Malakai Ulubati – Tri Corp Construction and Lusia Vusonimasei, Telecom Fiji Ltd. Tobe Azikiwe, Kush Singh and Ronald Sharma – Datec Fiji Ltd. Epeneri Korovakaturaga – Architect Assistant, Architects Pacific Ltd. Shanil Prasad – Gem IT Solutions.
Viliame Kadi – Control Engineering Services.

Watisoni Kaumaitotoya – Datec Fiji Ltd, Krishneel – VT Solutions and Shamal Pillay – Awesome Tech.

Ashwin Prasad – Digicel Fiji Limited.

Ashwin Prasad – Digicel Fiji Limited.

80 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 55.

19/02 Bindula Devi/ Kavitesh Pal 56.

20/02 Kavitesh Pal 57.

20/02 Premila Kumar/ Bindula Devi/ Kavitesh Pal 58.
21/02 Kavitesh Pal Epeneri Korovakaturaga, Kalivati Dokini – Architects Pacific and Unise Druavesi – Desk Officer, Ministry of Industry, Trade and Tourism.

Sanjey Chand – GEM IT Solutions.

Charaka Rajanayake – Channa & Charaka Solutions.

Charaka Rajanayake – Channa & Charaka Solutions.

Office relocation – Opening of the tender box for office refurbishment and construction with seven tenders received for further analysis.

Office relocation – Site survey for ICT Reticulation at new office space.
Office relocation – Discussion on the signage and logo design, with focus on the color combination and neon signage.

Office relocation – Site survey for a better understanding of the proposed signage locations.

59.

21/02 Caroline Koto Office relocation – Site survey of the existing ICT.

Mohammed Ershand and John Sachs – GEM IT Solutions.

60.

22/02 Bindula Devi/ Kavitesh Pal 61.

22/02 Premila Kumar/ Bindula Devi/ Kavitesh Pal/ Ranjaline Reddy 62.

23/02 Premila Kumar 63.


23/02 Premila Kumar/ Bindula Devi/ Kavitesh Pal 64.

26/02 Premila Kumar/ Bindula Devi/ Kavitesh Pal 65.

65.

26/02 26/02 Bindula Devi/ Kavitesh Pal Bindula Devi/ Kavitesh Pal Office relocation – Presentation by Commercial Interior on the past works that they have carried out.

Office relocation – Discussion on the design of the fixed desk, executive lavatory area, rooms, storage area bookshelves, registry bookshelves, types of materials to be used, and the designs preferred.
Discussion and views on the construction industry Office relocation – Discussion on the finer details on designing of shelves and storage space for the new office.

Office relocation – Presentation by Commercial Interior on their past works, and discussion on fixed furniture, storage shelves, 2-pac finishing and executive toilet.

Office relocation – Opening of the tender box Office relocation – Opening for ICT Reticulation.

Eight of the tender box for ICT tenders were received for Reticulation.
Eight tenders further analysis.

were received for further analysis.

Epeneri Korovakaturaga – Architect Assistant, Architects Pacific Ltd, Avinesh Maharaj and Shalen – Commercial Interior Furnisher Fiji.

Epeneri Korovakaturaga – Architect Assistant, Architects Pacific Ltd. Daniel Singh – Consultant.

Epeneri Korovakaturaga – Architects Pacific Ltd. Avinesh Maharaj – Director, Commercial Interior Furnisher Fiji.
Farisha Ali – Ministry of Industry, Trade and Tourism and Epeneri Korovakaturaga – Farisha Ali – Ministry of Industry, Trade Architect Assistant, Architects Pacific Ltd. and Tourism and Epeneri Korovakaturaga – Architect Assistant, Architects Pacific Ltd. 81 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 66.

26/02 Premila Kumar/ Bindula Devi/ Kavitesh Pal 67.

05/03 Bindula Devi/ Kavitesh Pal 68.

05/03 69.


06/03 Premila Kumar/ Bindula Devi/ Kavitesh Pal Premila Kumar/ Bindula Devi/ Kavitesh Pal Office relocation – Discussion on the office refurbishment fit-out plan for the new office space.

A number of defective points were identified which Architects Pacific was requested to work on.

Attended parliament sitting – Presentation of the Council’s Annual Report 2015.

Office relocation – Discussion on the office plan and the contract for the contractor.
Office relocation – Discussion on the office layout and concept design together with the contract for the contractor.

Anil Chandra – International Shopfittings Ltd and Epeneri Korovakaturga – Architects Pacific Ltd. Parliament of Fiji.

Luiz Serrano and Amitia Huggett – Directors, Architects Pacific Ltd. Luiz Serrano – Director and Epeneri Korovakaturaga – Architect Assistant, Architects Pacific Ltd. 70.
06/03 Premila Kumar/ Bindula Devi/ Kavitesh Pal Office relocation – Discussion on the office layout and concept design.

Anil Chandra – Managing Director, John Caprani – General Manager, International Shopfittings Ltd, Amitia Huggett, Luiz Serrano – Directors and Epeneri Korovakaturaga – Architect Assistant, Architects Pacific Ltd. 71.

06/03 Soneel Ram/Kalesi Mele 72.

09/03 Bindula Devi/ Kavitesh Pal/ Caroline Koto 73.

09/03 Bindula Devi/ Kavitesh Pal 74.

09/03 75.


12/03 Bindula Devi/ Kavitesh Pal/ Caroline Koto Bindula Devi/ Kavitesh Pal/ Caroline Koto WCRD Venue discussion Manorajan Mohanty – Professor, University of the South Pacific.

Office relocation – Discussion on the ICT Reticulation tender submission.

Office relocation – Discussion on the ICT Reticulation tender submission.

Office relocation – Discussion on the ICT Reticulation tender submission.
Office relocation - Discussion on the ICT Reticulation tender submission.

Lusia Vusonimasei, Willy Naliva and Alex Talei – Account Executives, Telecom Fiji Ltd. Ashneel Kumar and Watisoni Kaumaitotoya – Engineers, Datec Fiji Ltd. Deveron Kumar – Manager Technical Services and Johnny Rai – Cabling Technician, Virtual Flex Ltd. Mohammed Ershaad and John Sahcs – Account Executives, GEM IT Solutions.

76.
76.

12/03 Premila Kumar/ Bindula Devi/ Kavitesh Pal Office relocation – Signing of the service agreement for office refurbishment fit-out.

Anil Chandra – Managing Director, International Shopfitings Ltd. 77.

12/03 RamanDahia/ Premila Kumar/ Bindula Devi Office relocation – Contract signing with the office fit-out contractor.

Epeneri Korovakaturaga, Luiz Serrano – Architects Pacific and Anil Chandra – Managing Director, International Shopfitings Ltd. 78.
13/03 Premila Kumar/ Bindula Devi/ Kavitesh Pal Office relocation – Discussion of the Service Level Agreement tender.

79.

13/03 Premila Kumar/ Kavitesh Pal 80.

15/03 Kavitesh Pal/ Krishneel Prakash 81.

15/03 Krishneel Prakash Office relocation – Discussion of the Service Level Agreement tender.

Office relocation – Discussion on the signage at the new office space.

Office relocation – Discussion on light installation and prices.
Deveron Kumar – Manager Technical Services, Johnny Rai – Cabling Technician and Sonia Khan – Business Development Manager, Virtual Flex Ltd. Tobe Azikiwe – Account Manager, Datec Fiji Ltd. Lionel Foi – Signz Plus.

Avin Nischal – Sigatoka Electric Limited.

82 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 82.

16/03 Kavitesh Pal/ Krishneel Prakash 83.


16/03 Premila Kumar/ Bindula Devi/ Kavitesh Pal Office relocation – Discussion on the measurement and installation of blinds on-site at level 5, Vanua House.

Office relocation – Discussion on the ICT Reticulation at Level 5, Vanua House.

Shikha Sharma – Sales Representative, Poly Products.

LusiaVusonimasei and Alex Talei – Account Executives, Telecom Fiji Ltd 84.
16/03 Premila Kumar/ Bindula Devi/ Kavitesh Pal Office relocation – Site visit for an update on the office fit-out progress.

Anil Chandra – Managing Director, International Shopfittings Ltd. 85.

16/03 Premila Kumar/ Bindula Devi/ Kavitesh Pal Office relocation – Discussion on ICT Reticulation.

Lusia Vusonimasei – Account Executive and Bureita Ofati – Project Coordinator, Telecom Fiji Limited.

86.

16/03 Premila Kumar/ Bindula Devi/ Kavitesh Pal 87.

19/03 Premila Kumar 88.


19/03 Premila Kumar/ Bindula Devi/ Kavitesh Pal 89.

19/03 90.

21/03 Rufina Veisa/ Ilaitia Wainiqolo/ Pooja Singh Premila Kumar/ Bindula Devi/ Kavitesh Pal 91.

21/03 Kavitesh Pal/ Krishneel Prakash Office relocation – Site visit and discussion on office layout and concept design.

Office relocation – Discussion on the Council’s new tenancy at Level 5, Vanua House.

Office relocation – Discussion on the new logo signage, banner and neon for Level 5, Vanua House.
Database quotation and upgrade suggestions.

Office relocation – Discussion on the office fit-outs at Level 5, Vanua House.

Office relocation – Discussion on the signage based on the new logo.

Anil Chandra – Managing Director, International Shopfitings Ltd. Nouzab Fareed – Chief Executive Officer, Fijian Holdings Ltd. Ravneel Dutt – Kriz Signs.

Kunal Chand – Analyst Programmer, Datec Fiji Ltd.

Representatives from International Shop Fittings Ltd, GEM Products, Poly Products, Telecom Fiji Ltd and 3SA.
Sandeep Bilash – Sales Executive, Pro Designs.

92.

21/03 Premila Kumar/ Bindula Devi/ Kavitesh Pal Office relocation – Discussion on the office fit-out.

Representatives from International Shop Fittings Ltd, GEM Products, Ajlink, Poly Products, Telecom Fiji Ltd and Automated Building Services.

93.

22/03 Premila Kumar 94.

22/03 Premila Kumar/ Bindula Devi/ Kavitesh Pal 95.

22/03 Premila Kumar 96.

22/03 Premila Kumar/ Bindula Devi/ Kavitesh Pal 97.
23/03 Premila Kumar/ Kavitesh Pal Office relocation – Discussion on the SLA and other IT Issues.

Office relocation – Clarification on the office plan, floor marking and office desk at Level 5, Vanua House.

Office relocation – Discussion on SLA tender and other IT issues.

Office relocation – Clarification on the desk and floor area marking based on the plan.

Office relocation – Discussion on the ICT contract on data cabling.
Tobe Azikiwe – Account Manager, Datec Fiji Ltd. Anil Chandra – International Shopfittings Ltd. Tobe Azikiwe – Account Manager, Datec Fiji Ltd. Anil Chandra – Managing Director, International Shopfittings Ltd. Lusia Vusonimasei and Alex Talei – Account Executives, Telecom Fiji Ltd. 98.

26/03 Raman Dahia/ Kavitesh Pal Office relocation – Signing of ICT contract.

Lusia Vusonimasei and Roger Emberson – Account Executives, Telecom Fiji Ltd. 83 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 99.
27/03 Kavitesh Pal/ Caroline Koto/ Krishneel Prakash 100.

28/03 Kavitesh Pal 101.

29/03 Kavitesh Pal 102.

03/04 Kavitesh Pal 103.

05/04 Premila Kumar/ Bindula Devi/ Kavitesh Pal 104.

09/04 Premila Kumar/ Bindula Devi/ Kavitesh Pal 105.

11/04 Premila Kumar 106.

12/04 Premila Kumar 107.

13/04 Premila Kumar/ Kavitesh Pal 108.

13/04 Bindula Devi & Kavitesh Pal Office relocation – Discussion on the executive toilet and its piping as per the plan.
Office relocation – Discussion on the provision of cabling for TV and sound system.

Office relocation – Discussion on the relocation of the fire switches.

Office relocation – Site visit and discussion on the executive toilet at the new office.

Office relocation – Discussion on the connection and plumbing works for the executive toilet in the new office.

Office relocation – Discussion on the Council’s new logo style guide.
Discussion on YWCA’s VAT returns and secure refinance through HFC on mortgagee sale.

Office relocation – Discussion on the office plan and office that will have glass.

Office relocation – Site visit at the new office with focus on the glass wall provisions and walkway space.

Discussion on the extension of National Consumer Helpline contract.

109.

13/04 110.

16/04 Charlene Lanyon, Kalesi Mele/ Ropate Valemai Discussion on having an information booth during the ‘Family Break Out’ carnival.
Charlene Lanyon, Kalesi Mele/ Ropate Valemai Capacity building on community awareness partnership programs with the Council.

111.

17/04 Kavitesh Pal/ Caroline Koto 112.

18/04 Premila Kumar 113.

18/04 Kalesi Mele/ Ropate Valemai Discussion on the advantages and disadvantages of the installation of a cloud server for a quotation.

First payment by Accident Compensation Commission of Fiji (ACCF).

Capacity building on community awareness partnership programs with the Council.
Anil Chandra – Managing Director, International Shopfittings Ltd and Meli Kanito – Properties Officer, Fijian Holdings Limited.

Sanjay Chand – Project Manager, GEM IT Solutions.


Shelvin Deo – Technician, Fire Care and Allan Jone – Technician, International Shopfittings Ltd. Allan Jone – Technician, International Shopfittings Ltd. Luke Matase, Shivneel Chetty and Sunia Dauniwaqalevu – Property Officers, Fijian Holdings Ltd and Anil Chandra – Managing Director, International Shopfittings Ltd. Charaka Rajanayake – Managing Director, Channa & Charaka Solutions PTE Ltd. SP Chung – consumer.
Anil Chandra – Managing Director and John Caprani – General Manager, International Shopfittings Ltd. Anil Chandra – Managing Director, International Shopfittings Ltd. Sanjay Maharaj – General Manager, Telecom Fiji Ltd. Dianne Qalobogidua – Seeds Production and Logistics Head of Marketing, [?]

Richard Nath – Media Liaison Officer, Ministry of Women, Poverty and Social Welfare.
Tobe Azikiwe – Account Manager, Kush Sigh and Kunal Chand – Program Analysts, Datec Fiji Ltd. Stakeholders and other invited guests.

Ashneel Kumar – Media Liaison Officer, Ministry of Youth and Sports.

114.

19/04 Rufina Veisa/ Caroline Koto Database quotation and upgrade suggestions.

Anish Kumar – Programmer, Tech360.

115.

20/04 Premila Kumar Office relocation – Update on the office fit-out and the estimated date for moving to the new office space.
Anil Chandra – Managing Director and John Caprani – General Manager, International Shopfittings Ltd. 84 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 116.

20/04 Kavitesh Pal 117.

23/04 Kavitesh Pal 118.

24/04 Charlene Lanyon 119.

25/04 Kavitesh Pal/ Caroline Koto Rudolf Vaurasi – Technician, Professional Electronics.

Tiri Smith – Service Coordinator, COMTEC.

Vikash Kumar – Project Manager Market for Change, UNDP.
Sharveen Prasad – Senior ICT System Engineer, Datec Fiji Ltd. Office relocation – Discussion on cabling costs for the Council’s TV at the new office space.

Office relocation – Discussion on cabling costs for the Council’s TV at the new office space.

Capacity building on community awareness partnership programs with the Council.

Office relocation – Discussion on de-commission and commission of the Council computers at the time of office lift out.

120.
120.

26/04 Premila Kumar/ Bindula Devi/ Kavitesh Pal Office relocation – Site visit at Level 5, Vanua House.

Anil Chandra – Managing Director, International Shopfittings Ltd. 121.

27/04 Kavitesh Pal/ Caroline Koto 126.

12/06 Tevita Vuibau/ Kalesi Mele 127.

14/06 Premila Kavitesh Pal 128.

15/06 Premila Kumar 129.

18/06 Tevita Vuibau/ Kalesi Mele Discussion on ANZ’s electronic payroll payment options for all salary banking by the Council.
Discussion on the layout and graphics of 2018 Consumer Watch June edition publication.

Office relocation – Discussion on installation of office blinds.

Office relocation – Discussion on the frosting of selected office windows and doors.

Discussion on the layout and graphics of 2018 Consumer Watch June edition publication.

130.

22/06 Premila Kumar Courtesy Visit 131.

25/06 Premila Kumar Invitation to the Trade and Investment Networking cocktail event – NZ Fiji Business Council Mission 2018.
Annabelle Allan NZ.

Kalo Williams – Freelance Graphic Artist.

Shikha Sharma – Sales Representative, Poly Products.

Thomas O’Brien – Sales Representative, Getrix Ltd. Josefa Caqusau – Freelance Graphic Artist.

Sandradee Fifita – Consumer Affairs Division, Ministry of Commerce, Consumer, Trade, Innovation & Labour, Tonga.

Stakeholders and other invited guests.

132.


28/06 Raman Dahia/ Premila Kumar Discussion on the Council’s new Logo Honorable Faiyaz Koya – Minister for Industry, Trade and Tourism, Ministry of Industry, Trade and Tourism.

133.

28/06 Premila Kumar National Budget Address 2018-2019 Invited guests.

134.

02/07 Premila Kumar/ Uma Reddy/ Pooja Singh Meeting on projected investigation and report compilation of Fiji’s Real Estate Sector.

Anirudh Kumar – Kumar’s Private Investigations, Bailiff and Consultant.
135.

02/07 Premila Kumar Interview regarding the governance of tobacco control in Fiji Dori Patay – PhD researcher, School of Regulation and Global Governance, Australian National University.

85 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 136.

11/07 Premila Kumar 137.

11/07 Premila Kumar/ Bindula Devi/ Kavitesh Pal 138.

19/07 Raman Dahia/ Ranjaline Reddy 139.


27/07 Raman Dahia Discussion on new complaints reporting template Office relocation – Discussion on pending construction works and furniture supply.

Discussion on the requirements of organizing a blood drive.

Invitation to participate in the 2018 USP Open Day Wati Seeto – Manager Capital Markets Unit, Reserve Bank of Fiji.

Anil Chandra – International Shopfittings Limited.

Joe Bolaqace – National Manager Blood Services, Ministry of Health and Medical Services.
Stakeholders and other invited guests.

1.

15/09 Premila Kumar/ Bindula Devi Good Governance of Med- icines – Multi-Stakeholder Workshop.

Representatives from the Pharmaceutical Sector.

NATIONAL WORKSHOP No.

1.

Date/ Time 26- 27/03, Brussels INTERNATIONAL/REGIONAL ENGAGEMENT Event/Meeting Presentation/Discussion Topic Presenter/Attendee European Economic and Social Com- mittee – Follow-up Meeting.
• New European con- sensus for develop- ment Attendee: Premila Kumar • • • Monitor negotiations on economic partner- ship agreements Future of EU relations with the ACP group of countries Follow-up on issue of food waste Exam the industri- alization of Africa and least developed countries – how it can boost growth, create jobs, and promote inclusiveness and sustainability • SUMMARY OF KEY ENAGEMENTS KEY ENGAGEMENT Boards and Committees Trader & Service Provider Engagements Engagement with Regulators Stakeholder Consultations and Forums Other Engagements National Workshops International/Regional Engagement TOTAL 9 54 8 22 139 1 1 234 86 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report 87 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report www.consumersfiji.org https://www.facebook.com/consumersfiji SUVA OFFICE Level 5 Vanua House Victoria Parade.
Private Mail Bag, Suva T: (679) 3300792 F: (679) 3300115 M: (679) 9716255|7155699 E: complaints@consumersfiji.org LAUTOKA OFFICE Suite 4, Popular Building Vidilo Street P.O.Box 5396, Lautoka T: (679) 6664987 F: (679) 6652486 M: (679) 9262807 E: consumerltk@connect.com.fj LABASA OFFICE Level 1, Lot 41 Raza Properties Ltd Nasekula Rd P.O.Box 64, Labasa T: (679) 8812559 F: (679) 8812559 M: (679) 9736799 E: colbs@connect.com.fj 88 CONSUMER COUNCIL OF FIJI | 2017 - 2018 Annual Report