With reports from the Federal Competition and Consumer Protection Commission (FCCPC), electricity has once again topped the list of consumer complaints in 2021, as it did in 2020.
Mr Babatunde Irukera, the Commission’s Chief Executive Officer, told the News Agency of Nigeria (NAN) in Abuja on Sunday that banking-related complaints were second on the list.
Irukera explained that the chart was followed by complaints about aviation and telecommunications.
In 2021, the commission received and resolved 32,000 consumer-related complaints, he said, adding that 80% of complaints were resolved.
“The sectors that received the most complaints are electricity, banking, and aviation, which is now competing with telecommunications for third place.”
“The biggest issue with airlines is not even technical issues, but their lack of transparency, responsiveness, and ability to refund passengers when it is absolutely clear that flying at that time is pointless for them.”
“We’re continuing that battle, and then we’re resolving a lot of complaints,” he said.
Concerning the commission’s challenges, Irukera stated that some businesses had yet to accept that the regulatory landscape had changed and that they now bore responsibility.
“Others include consumers who are sometimes complacent and do not want to enforce their rights, as well as those who criticize the commission even when their rights are being enforced.”
“The nature of our challenges is changing as we go.”
“COVID has presented a tremendous challenge.” It has altered our lives and the way we work, but it has not altered the way we consume.
“People are not going out much to buy things, even food; they now order it to be delivered to them.” This raises the number of complaints because people are unable to gain access.
“There are more complaints, but the infrastructure for handling them remains the same.”
