HA to change approach towards customer complaints
September 18, 2019 4:45 pm
The Housing Authority will be transforming its approach towards customer complaints.
Deputy Chair Craig Strong says the Authority’s structure and how they interact with customers has not changed in the last 20 to 30 years.
Strong says now that the Authority has a chief executive – they will be migrating its services to where it should be.
“The human interaction that Fijians have with Housing Authority, it’s an emotional one. They choosing Housing Authority over and above other building development companies in this country to start their journey of life with and that’s not lost with us and that’s our guide in how we can develop our front end approach to our customers as we move forward.”
Chief executive Robert Sen, says they will be looking at the root cause of these complaints and not just fixing it.
“We know that the right information are not given to these people. They are not aware of it so half of the information they has is – they got it from somewhere else, or they have assumed it – so that is why there are complaints.”
The executives say the Authority does not shy away from complaints as they see it as an opportunity to improve.