The Reserve Bank of Fiji has approved and published a new Policy Guideline for licensed Payment Service Providers (Payment Service Providers Supervision Policy Statement No. 3), setting minimum expectations for how PSPs handle customer complaints. The guideline requires PSPs to establish and maintain a formal complaints management framework with clear governance arrangements, reasonable timelines for acknowledgement and resolution, and appropriate standards of conduct when engaging with complainants. The requirements are intended to align the complaints handling expectations for PSPs with those already applied to other supervised entities, including banks, credit institutions, insurance companies, capital markets intermediaries, money changers, restricted foreign exchange dealers and the superannuation fund. The policy applies to all existing PSPs and new entrants, comes into effect from 01 June 2026, and provides a six-month transition period to achieve full compliance.
Reserve Bank of Fiji 2026-04-10
Reserve Bank of Fiji issues new complaints management policy for licensed payment service providers effective 01 June 2026
The Reserve Bank of Fiji has issued a new Policy Guideline for licensed payment service providers setting minimum expectations for customer complaints handling. The guideline requires a formal complaints management framework with clear governance, defined acknowledgement and resolution timelines, and conduct standards, aligning payment service provider requirements with those for other supervised entities.