Fijian Civil Service
The Government Feedback Call Center toll-free line 157 plays a crucial role in maintaining and enhancing the government’s commitment to delivering quality services by actively seeking and utilising customer feedback.
This call centre serves as a one stop shop
for citizens who wishes to raise any feedback or complaint regarding any
ministry or government service.
The Permanent Secretary for Civil Service
Mr. Parmesh Chand, said the Government Feedback Call Center acts as an active
hub that collects real-time feedback, enabling the identification of areas for
improvement within Civil Service.
“Government is committed to transparency
and responsiveness, and we are encouraging all Fijians to actively engage with
us, ensuring that your voices contribute to the continuous improvement of
service delivery,” Mr.Chand said.
“Government remains dedicated to
addressing concerns promptly and is implementing positive changes based on the
valuable feedback received.”
Mr. Chand said that from July 2022 to June
2024, the Call Centre received a total of 10185 calls, 52% of these are
categorized as inquiries and 19% were complaints.
He adds that an impressive 97% of the
feedback received has been addressed promptly, demonstrating the government's
commitment to responsiveness. The remaining 3% is currently pending with the
respective Ministries and Departments, underscoring the ongoing efforts to
address every concern raised.
Geographically, more than 64% of the calls
originated from the Central Division, with 29% from the Western, 6% from the
Northern, and 1% from the Eastern regions.
This data provides valuable insights into
the distribution of public feedback, allowing for targeted improvements
tailored to specific areas.
The Call Centre operates seven days a week
from 8 a.m. to 12 a.m. and is open to all mobile networks within Fiji.