Consumer Council Demands Urgent Review of E-Ticketing System

The Consumer Council of Fiji is calling for an immediate review of the country’s e-ticketing system for public transport following widespread consumer complaints and the results of a snap survey that revealed persistent issues with accessibility and functionality.

The Council’s survey, conducted in Suva, Lautoka, and Labasa, gathered feedback from 122 regular bus commuters. Although 52 percent reported satisfaction with the system, 48 percent expressed frustration over ongoing issues, including a shortage of top-up locations, long queues, poor connectivity, and a lack of alternative payment options during outages.

Particularly concerning to the Council was the discontinuation of disposable cards, which has left consumers with no backup during technical failures. Reports of passengers being left behind due to card malfunction or system failures were common. The Council acknowledged that cash payments are illegal under current regulations, but questioned what viable options exist for consumers when the system fails.

According to the council, one of the most troubling issues raised was the removal of printed receipts, which has especially affected elderly consumers and those without smartphones. Without paper records, many passengers are unable to verify fare deductions or check their card balance.

“Consumers are struggling with a system that was supposed to make their lives easier,” said Seema Shandil, CEO of the Consumer Council of Fiji. “When the system fails, it doesn’t just inconvenience people, it disrupts livelihoods.”

The Council emphasised that recent nationwide disruptions exposed a lack of contingency planning and urged Vodafone Fiji and all stakeholders to act swiftly and transparently to address these failings.

Ms. Shandil also highlighted the disproportionate impact on rural communities and elderly passengers, calling the situation "urgent and unacceptable" and demanding a national review into the system’s effectiveness and fairness.

Although Vodafone has introduced a mobile app and other initiatives, the Council insists that more must be done to ensure the system is inclusive and user-friendly. It has recommended a public information campaign and better consultation with affected consumers.

“The future of transport must be inclusive, accessible, and consumer-centred,” said Shandil. “We are calling on service providers to listen to the people who rely on these services daily and take decisive steps to fix what is broken.”