The Nigerian Civil Aviation Authority (NCAA) has said its recently-initiated consumer protection portal will speed-up the response time to consumers’ complaints resolution.
The authority made this known during its training for its consumer protection officers (CPOs) and airline representatives on the use of a soon-to-be-launched consumer protection portal. This platform is designed to handle real-time passenger complaints against airlines, ensuring faster and more efficient resolution.
The two-day training session began on Wednesday at the NCAA’s corporate headquarters in Abuja and was inaugurated by the NCAA’s acting director-general, Capt. Chris Najomo. Represented by the director of public affairs and consumer protection, Mr. Michael Achimugu, Najomo highlighted that the portal, expected to be launched before the year ends, will streamline the resolution process for passenger complaints.
In addition to complaint resolution, the portal will monitor the on-time performance of all airlines operating in Nigeria. “This is a historic moment for NCAA,” Najomo remarked, emphasizing the significance of the portal as the first of its kind in the organisation. He noted that the development of this portal began during his tenure as Director of Public Affairs and Consumer Protection.
Najomo further explained that the portal will ease the workload for the 260 CPOs stationed across Nigeria’s airports, making the process of handling complaints much more efficient. He stated, “This portal is a key element in our 2024 action plan, aligning with our commitment to creating an environment that promotes ease of doing business.”
The portal is also designed for data collection, a critical aspect of the aviation industry. “Accurate data is essential for planning and decision-making in aviation,” Najomo added. “This portal will facilitate data collection and ensure transparency, as all airlines will be onboarded, allowing stakeholders to see the number of complaints lodged against each airline and track the resolution process.”
Najomo emphasised that this self-reporting system will inherently ensure accountability, as airlines that do not perform well will be publicly visible. To ensure the portal’s effectiveness, NCAA officers and relevant airline staff must be properly trained before the portal’s launch.
Assistant general manager of consumer protection, Mrs. Ifueko Abdulmalik stated that the portal aligns with NCAA’s ongoing efforts to automate its processes as part of broader reforms. “This portal is a significant step toward automating our processes to meet international standards,” she said. “Previously, we handled complaints manually, which was inefficient. With automation, we expect smoother processes and better outcomes in resolving consumer complaints.”
Abdulmalik also highlighted that the portal will allow real-time monitoring of complaints by both the NCAA and airline staff, speeding up the resolution process and ultimately leading to greater consumer satisfaction. “The Minister and the DGCA will also have access to the portal, enabling them to monitor the resolution of complaints continuously,” she added.
Moreover, airlines will be able to log flight delays directly on the portal, allowing the NCAA to monitor regulatory compliance more effectively.
