*Nigeria鈥檚 Federal Competition and Consumer Protection Commission says it received and handled about 32,000 consumer-related complaints this year, but some businesses were yet to come to terms with their responsibility to consumers in the country

Isola Moses | 绿帽献妻

The Federal Competition and Consumer Protection Commission (FCCPC) has said that the regulatory Commission received and completed the processes of no fewer than 32,000 consumer-related complaints in 2021.

The FCCPC discloses that electricity, again, topped its 2021 consumer-related complaints chart just like in 2020.

Mr. Babatunde Irukera, Executive Vice-Chairman and Chief Executive Officer (EVC/CEO) of the Commission, in an interview with the News Agency of Nigeria Sunday, December 26, 2021, stated that banking-related complaints were second on the chart.

The FCCPC EVC/CEO also explained that aviation and telecommunications-related complaints followed the chart.

The Commission, he noted, received and completed the processes of no fewer than 32,000 consumer-related complaints in 2021.

However, the FCCPC resolved 80 percent of all the complaints it received from consumers in the course of the year.

Irukera said: 鈥淔or the sectors that received the highest complaints, we have electricity, banking then aviation is now competing with telecommunications on the third place.

鈥淭he biggest problem with the airlines is not even the technical issues but their lack of transparency, responsiveness and been able to refund passengers when it becomes absolutely clear that flying at that time becomes pointless for them.

鈥淲e are continuing that battle and then we are resolving many complaints.鈥�

In respect of the challenges faced by the Commission, the EVC/CEO also stressed that some businesses in Nigeria were yet to come to terms that the regulatory space had changed, and that they had a responsibility.

He as well stated: 鈥淥thers include consumers who sometimes are very complacent, and do not want to enforce their rights or those that criticise the Commission even when their rights are being enforced.

鈥淭he nature of our challenges are modifying themselves as we go.

鈥淐OVID has presented an incredible challenge. It has changed our lives, changed how we work yet it has not changed how we consume.鈥�

He also noted: 鈥淧eople are not going out much to buy things, even food, people now order them to come to them. What that does is that it raises the level of complaints because people are not able to access.

Irukera added: 鈥淪o, there are more complaints but infrastructure for handling the complaints are still the same.

鈥淭he new normal that we find ourselves is one of the key challenges.鈥欌��

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