Fijian Civil Service

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GOVERNMENT COMMITTED TO RESPONSIVE GOVERNANCE AND CONTINUOUS SERVICE ENHANCEMENT

July 22, 2024

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.

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