ºÚÁÏÊÓƵ

The Consumer Complaint Policy serves as a crucial document for businesses operating in Nigeria, establishing standardized procedures for handling customer grievances in compliance with the Federal Competition and Consumer Protection Act (FCCPA) 2018 and other relevant regulations. This policy is essential for any organization that provides goods or services to consumers in Nigeria, ensuring transparent and efficient complaint handling processes. It outlines the rights of consumers, responsibilities of the business, complaint submission and handling procedures, resolution timeframes, and escalation mechanisms. The document also incorporates requirements from industry-specific regulators and provides guidance for both staff and consumers on the complaint management process.

1. Purpose and Scope: Statement of the policy's objectives and its application scope, including types of complaints covered

2. Definitions: Clear definitions of key terms used throughout the policy, including 'complaint', 'consumer', 'resolution', and 'escalation'

3. Legal Framework: Reference to relevant Nigerian legislation and regulatory requirements, particularly the FCCPA 2018

4. Consumer Rights: Clear statement of consumer rights under Nigerian law regarding complaint submission and handling

5. Complaint Submission Process: Detailed explanation of how consumers can submit complaints, including various channels and required information

6. Complaint Handling Procedure: Step-by-step process for how complaints are handled, including timeframes and acknowledgment procedures

7. Response Times: Specific timeframes for acknowledging and responding to complaints at each stage

8. Escalation Process: Clear procedure for escalating unresolved complaints, including internal hierarchy and external bodies

9. Record Keeping: Description of how complaint records are maintained and documented

10. Privacy and Confidentiality: Statement on how personal information in complaints is handled and protected