Consumer Rights Protection: Center Urges the Deployment of Technology to Facilitate Resolution of Complaints

The Center for Fiscal Transparency and Integrity Watch (CeFTIW) is urging the Federal Competition & Consumer Protection Commission (FCCPC) to utilize technology to facilitate the resolution of consumers’ complaints.

This follows a presentation by the Executive Vice Chairman of the Commission, Babatunde Irukera, at the Bureau of Public Service Reforms’ (BPSR) Lunchtime seminar.

The EVC decried the state of complaint resolution and company responsiveness to consumers in Nigeria, and called on consumers to channel their complaints to the Commission rather than the companies; stating the FCCPC as an agency has a mandate to educate, gauge prices to prevent monopoly, resolve consumer complaints and prosecute defaulters and saboteurs.

Irukera said that the passage of the FCCP Act which establishes the Commission and Tribunal is a pointer to government’s commitment to protecting the rights of consumers; noting that the existence of a legislation modifies behavior, and advances right.

He stated however that more work needs to be done in order to operationalize the law and institutions in a manner that is profitable for consumers. He seized the opportunity to implore civil servants especially to improve service delivery in their various offices, noting that it would be misplaced for civil servants to demand from service providers what they have not been giving to Nigerians.

“Making this country work is about all of us in this hall, and those by extension, we represent; and government is by far the most important platform for reforms and development,” he added.

In his remarks, the Director General, BPSR, Dasuki Arabi said that the seminar is timely to lay the groundwork for a more customer-centric approach to public service, where accountability, transparency, and efficiency are paramount.

He said that FCCPC’ role in consumer protection, dispute resolution, consumer education, enforcement of consumer laws, product quality and safety, and merger control are vital; and therefore, called for strengthening of collaborations with agencies that would amplify its mandates.

The Center holds that the use of technology will improve transparency, enhance operations and build citizens trust and confidence in the Commission’s ability to protect consumers rights.

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