Nigeria’s Official Public Service Complaint website, ReportGov.Ng, has identified the Nigeria Customs Service, the Nigeria Electricity Management Service Agency, and the Federal Airports Authority of Nigeria as the least effective government agencies in terms of resolving customer complaints for May 2024.
This evaluation is part of a report that examines how government Ministries, Departments, and Agencies (MDAs) handled public grievances during the specified period.
According to the report, NCS received two complaints and resolved none. NEMSA, with one complaint, also did not achieve any resolutions. FAAN is facing five complaints; similarly, none were resolved.
In contrast, the Federal Competition and Consumer Protection Commission and the Central Bank of Nigeria emerged as the most responsive agencies. FCCPC received 36 complaints and resolved all, achieving a 100% resolution rate.
CBN also addressed all 25 complaints it received, securing a 100% score. The National Agency for Food and Drug Administration and Control (NAFDAC) resolved two out of three complaints, giving it a 67% resolution rate.
The Report.Gov platform, launched by the Presidential Enabling Business Environment Council in July 2016 under the administration of former President Muhammadu Buhari, aims to streamline complaint resolution processes and enhance the business climate in Nigeria.
This initiative is part of broader efforts to improve the ease of doing business, reflected in Nigeria’s rise from 146th to 131st place in the World Bank’s Ease of Doing Business rankings in 2020.
Despite these improvements, challenges remain, particularly in property registration, cross-border trade, and insolvency resolution.
PEBEC’s 2023 Ease of Doing Business report noted a slight increase in the nation’s overall EoDB satisfaction score to 5.69 out of 10, up from 5.45 in the previous year. While acknowledging this progress, PEBEC emphasized the need for continued efforts to further enhance Nigeria’s business environment.
