The Nigeria Customs Service (NCS), the Nigeria Electricity Management Service Agency (NEMSA), and the Federal Airports Authority of Nigeria (FAAN) have been identified as the government agencies with the lowest customer complaint resolution performance for May 2024 on ReportGov.Ng, the official Nigerian public service complaint website.
This is made clear in the report that describes the performance of government Ministries, Departments, and Agencies (MDAs) in handling complaints during that time.
The report states that throughout the period under review, NCS received two complaints but resolved none. While FAAN got five complaints and was unable to settle any of them, NEMSA only received one and was unable to fix it.
Meanwhile, the Federal Competition and Consumer Protection Commission (FCCPC) and the Central Bank of Nigeria (CBN) as the top two government agencies responsive to public complaints in May.
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While the FCCPC and CBN occupied the first and second positions respectively, the National Agency for Food and Drug Administration and Control (NAFDAC) emerged third for the month. The government agencies were ranked based on the number of complaints received and the number of such complaints they were able to resolve within the month.
According to the website, the FCCPC received 36 complaints in the month and resolved all of it to score 100% in rate of response. The CBN also received 25 complaints within the month and resolved all of them. This gave the banking regulator a 100% score.
NAFDAC on the other hand received 3 complaints out of which 2 were resolved, giving it a 67% rate of response.
The Report.Gov platform was conceived by the Presidential Enabling Business Environment Council (PEBEC)) established by the immediate past administration of President Muhammadu Buhari in July 2016 as part of moves to improve the ease of doing business in Nigeria.
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The website is to facilitate the escalation and resolution of issues encountered with Ministries Departments and Agencies (MDAs) towards ensuring a more business-friendly environment.
This presupposes that every MDAs of the government must be responsive to complaints and issues that the people may have during their engagements with them to remove delays and restrictions that come with doing business in Nigeria.
Meanwhile, in a 2020 World Bank report, Nigeria’s ranking in the Ease of Doing Business report improved from 146 to 131, representing its second-highest annual progress in a decade. Nigeria’s highest scores were in the areas of starting a business, dealing with construction permits, and getting credit. However, the country’s performance was low in other areas, such as registering properties, trading across borders, and resolving insolvencies.
Most recently, PEBEC’s 2023 EoDB report showed that at the country-wide level, there was a marginal increase in Nigeria’s overall EoDB satisfaction score to 5.69 on a 10-point scale from 5.45 recorded in the inaugural report. While acknowledging this improvement, PEBEC said there is a lot more to be done to improve the business environment.
