How To Make A Complaint About Bad Service In Nigeria
In Nigeria, we experience bad service or products from our service providers on a daily. Our supposed 24/7 ATMs fails us, bank officials are rude to customers, we get sold pens which stop writing the next day, e-commerce stores either delivers damaged products to us or products that are totally different from the ones we saw on their websites, or they don't even deliver at all, for goods we have already paid for. Worse even our telecommunications companies deliver no service or apologize for bad service or a breakdown in service delivery.
On Valentine's Day, I had to go to the bank to make some payments. I was in high spirits, I was expectant about the day when everyone would be sharing all the love they carry with others, only for my spirit to be demoralized, when the bank behind the counter was so rude to me. I had simply asked if I was supposed to write down my name and details in the big book and she replied with “Madam, have a nice day.” In that slipt second I was angry, angry enough to make me go any length to complain about the bad service, unfortunately, I didn't know how to go about it. I swallowed all the hurt and anger and left.
Nigerians are often dissatisfied with the low quality of services they are rendered and the substandard goods they receive. While it's okay and important to voice out our dissatisfactions with our service providers, what most Nigerians can do is just complain about it without taking any prior actions.
The ultimate reason why we make a complaint is to drive the right behavior, to make sure that the brand or company takes steps to prevent it from happening again. Whenever you are a recipient of a bad service or sub-standard products in Nigeria, what you have to do is complain and then make a formal complaint.
Making a formal complaint offers two purposes – firstly it helps to communicate your dissatisfaction with the quality of service you received and states what you want the company or brand to do to make up or compensate for your loss, and secondly (and more importantly) it conceives an official paper trail of correspondence which is essential if you hope to take the matter further by reporting to a regulator, or even suing the company. Whatever the scenario, making a formal complaint is always the better way to go.
In Nigeria, the Consumer Protection Council- CPC is a specific body which was set up to assist consumers in dealing with issues where companies have either provided poor service or sold substandard goods to the consumer. The CPC is an agency of the Government under the supervision of the Federal Ministry of Trade and Investment. The CPC is the most powerful consumer redress and monitoring agency in Nigeria.
What the CPC Does:
They inform consumers about their rights.
They eliminate harmful products from the market and ensure that all products and services are in compliance with required standards.
They issue guidelines and regulations to producers of goods and services.
They prosecute offenders when and where necessary.
They provide redress to consumer complaints.
How To Issue A Complaint To The CPC
The CPC has set up an online form for consumers who want to make a complaint about a brand. You will have to provide this information:
Name of person making the complaint
Contact details – Mobile number and email address
Name of the company you are complaining about
Address of the company/branch you visited
Contact details of the company
Receipt No. of Product/Service (if you have one)
A brief explanation of your complaint
A brief explanation of the outcome you want (e.g. you want a refund, you want to exchange goods etc.)
However, if you aren’t comfortable completing an online form, and would instead need to talk the complaint through first, then the CPC has dedicated customer complaint lines which you can call. You may contact them on 08056002020, 08056003030, or by email email@example.com
What Action The CPC Will Take?
Afterward, the CPC will decide whether or not to investigate your complaint. If they eventually decide to, they might contact you for more information or to back up your complaint with additional evidence. The CPC may ask the company to refund any sums which you have paid for the product/service, replace any defective goods with new ones, or may ask the company to pay compensation to the consumer for the hardship which he/she has had to endure.
Engaging the Customer Protection Council CPC will enable them to help you fight for your right and seek redress and the great part is that it's absolutely free!
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