Bus Complaints Made Easier

The Land Transport Authority of Fiji (LTA) and Consumer Council of Fiji (CCOF) will now work together to assist Fijians who have grievances against the bus industry.

LTA CEO, Samuel Simpson said that they had launched this new initiative to give consumers a direct voice and the ability to make direct contact with the bus operators themselves.

“There are 63 commercial bus operators in Fiji and we are also giving them the opportunity to have direct communication with their customers for the first time,” said Mr Simpson.

“We have put in place a process which has been designed in cooperation with the Consumer Council and if complainants don't get a satisfactory answer, they can get in touch with the Consumer Council via the Consumer Council of Fiji mobile app or the toll-free number 155.”

“The guide also includes a list of acceptable and unacceptable “excuses” for delays and other similar issues. This allows customers to distinguish between what is, and isn’t within the bus operator’s ability to fix, and we expect bus operators to take care of such complaints within a reasonable timeframe.”

Mr Simpson said that this process is not meant to be used against bus service providers without reason, but is intended to give Fijians a mechanism by which they can get redress as quickly as possible.

“I believe this will help build a rapport between bus operators and bus passengers, and give consumers in Fiji a better overall service in a more customer friendly way.”

Moving forward, as part of the initiative, an information sharing protocol has been established between LTA and CCOF to ensure they have a consistent record that they can refer to, if needed, to address any wrongdoings in the future.

CCOF CEO, Seema Shandil, commended LTA for coming up with the initiative.

“As we all know, buses are the main source of public transport for thousands of Fijians around the country and we also know that there are a lot of issues faced by consumers while travelling by buses,” said Ms Shandil.

Ms Shandil said that the launch of the bus company complaint procedure would also  benefit bus service providers by encouraging consumers to go and lodge their complaints initially with the bus service providers, allowing them to address the issue directly.

“By looking at the complaints and analysing the issues, the bus company should also be able to improve upon their service delivery.”

“If  customers are not able to get a response, then only are they encouraged to come to CCOF or LTA.”

Ms Shandil said that by working with relevant stakeholders like LTA they wish to ensure bus services provided are quality, timely and efficient and in the cases where bus service providers fail to do so, CCOF will work with LTA to make sure this takes place.

Mrs Shandil reiterated that they had nothing against any bus service provider or business, and on the contrary, wanted to work with them to help improve their services and invited any bus service provider who wished to do so, to reach out.

LTA and CCOF encourage all Fijians to be assertive and take advantage of the platform if they have a complaint, as needed.

The complete guidelines can be downloaded at http://bit.ly/ltabusfj

LTA was established to provide a safe land transport system for the nation in partnership with stakeholders, the Fijian Government and the community.

LTA contact centre: 3392166.