The National Bureau of Statistics (NBS) has revealed a significant uptick in public grievances regarding goods and services, marking a 45 per cent increase over the span of three years, according to their 2023 Social Statistics Report.
The report outlines a consistent rise in reported complaints, soaring from 61,480 in 2020 to 88,897 in 2022, accounting for a substantial 44.59 per cent surge during this period. The cumulative complaints tallied 229,369 over the three-year period under review.
In particular, the NBS report highlights the escalation in pending investigations, with the total number of unresolved complaints surging from 43,361 in 2020 to 49,844 in 2022, rebounding after a slight decline in 2021.
Furthermore, the Federal Competition and Consumer Pricing Commission (FCCPC) received a total of 41,545 complaints between 2020 and 2022. In 2020, complaints reached 17,776, decreased to 10,189 in 2021, and rose again to 13,580 in 2022.
Despite the comprehensive data provided, the report lacks specifics regarding the types of goods or industries fueling these complaints. Nevertheless, it credits sources from justice-centered institutions such as the Public Complaints Commission.
However, a previous report by NATIONAL ECONOMY sheds light on the primary sources of grievances, with electricity distribution companies and bank-related issues dominating in 2020 and 2021, closely followed by telecoms complaints.
The surge in complaints, particularly within the financial sector, is attributed to the increased integration of technology in operations.
The FCCPC, at the forefront of addressing consumer-business disputes, notably saw a revenue increase in 2023, totaling N56 billion, 90 per cent of which stemmed from fines imposed on businesses due to customer complaints.
