The Consumer Council of Fiji says persistent consumer complaints reveal gaps in the redress system that go beyond traditional oversight, even as private sector service delivery improves. Chief Executive Seema Shandil says the council has pivoted from a passive watchdog role to a proactive, solutions‑driven approach aimed at empowering consumers and holding businesses to higher standards.
The council’s new focus centers on advocacy, partnerships, and education, expanding its reach through media engagement, community outreach, and direct collaboration with the private sector. “We work closely with businesses not just to point out problems, but to help them fix them. We run workshops highlighting consumer issues and guide companies on how to improve their services,” Shandil said.
In addition to fixing immediate problems, the council is tackling information inequality and the digital divide by helping consumers understand their rights and the services available to them, particularly in complex retail and wholesale markets. This multi‑stakeholder, education‑first strategy has helped position the council as a trusted intermediary between businesses and the public, ensuring that consumer voices are not only heard but acted upon.
Context from related efforts shows a broader push toward stronger consumer protections. The council has been collaborating with municipal councils to promote fair trading and compliance, with platforms like WhatsApp used to flag issues directly to management for rapid rectification. There is a growing emphasis on transparency in how businesses communicate policy changes, terms of service, returns, and fees, as consumers report frustration when changes are not clearly communicated.
Online shopping has featured prominently in recent complaints, prompting the council to expand its digital‑aged education campaigns and consumer‑rights resources to help shoppers navigate e‑commerce risks. The broader discussion around reform also includes calls to modernize the Consumer Council Act to grant stronger information‑gathering powers, improve enforcement, and potentially allow for naming and shaming of offending businesses—measures that officials argue could strengthen protections and accountability across sectors.
Overall, the council’s intensified, education‑forward approach reflects a hopeful trajectory toward a fairer, more informed marketplace in Fiji, where consumer rights are better protected and businesses are more transparent and responsive.
What readers should watch for:
– Increased collaboration between the Council and retailers, including direct reporting channels for quicker issue resolution.
– Greater emphasis on transparency around policy changes and promotional terms to prevent surprises for consumers.
– Ongoing debates about legal reforms to empower the Council with stronger investigative and enforcement tools.
– Continued expansion of online‑shopping protections and digital‑consumer education as e‑commerce grows.
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