Complaint Handling Procedure
The Federal Competition and Consumer Protection Commission (FCCPC), by its mandate, receives and looks into consumer complaints in a bid to ensuring speedy redress for complainants. Any person who uses products or services expects to get value from them. When this expectation is not met, it gives rise to complaints.
For the Commission to address a complaint, the aggrieved consumer must have initially engaged the provider of the product or service. If not satisfied, the complainant can then file a complaint with the Commission. This may either be in hard copy and delivered to any of our offices or soft copy through the website portal or email. Please see the tab “About Us” on the home page.
The complaint must clearly state the following:
- The party complained against, with the correct address
- The amount involved
- The expected redress
You should also attach proof of transaction and any other documents to support your claim. All these will help the Commission with the process of redress, if a valid complaint is established.
If your complaint was received electronically, you should expect an immediate acknowledgement. If your complaint was received in hard copy, you should expect to get an acknowledgment within 2 working days.
A complaint could be resolved immediately or may take more time depending on its nature. Complaints require a response from the provider of products and services which the Commission will request for. Some require the intervention of other stakeholders such as sector regulators while others do not. While the Commission is committed to providing speedy redress to valid complaints, the provision of accurate information and documentation makes this easier and reduces the timelines.
It takes anything between one (1) day and forty five days (45) days to get redress. However, some exceptions may exist beyond this time-frame.