What to do when you receive a bad product or Service in Nigeria

There are many times we pay for goods and services and the end product is not what we expected, most times we walk again because of the hassles involved...

There are many times we pay for goods and services and the end product is not what we expected, most times we walk again because of the hassles involved in trying to get a refund or seek redress. Some service providers just deliberately offer poor products and services because they believe the Nigerian Consumer cannot be bothered about following through the process to address poor service delivery.

Did you know that there is a Government Agency responsible for protecting you as a consumer of Good and Services?

The Consumer Protection Council (CPC) was established by  law under the Consumer Protection Council Act ( 2004) to protect the right of consumers of goods and services by taking both preventive and remedial measures.

The CPC  key functions include :

  • Providing redress to consumers’ complaints
  • Educating consumers about their rights
  • Removing  hazardous products from the market and enforcing replacement with safer and more appropriate alternatives
  • Publishing the list of products that have been banned or recalled from the market
  • Ensure that an offending company  firm or individual compensate and provide relief to injured consumers      

In the exercise of its functions, the CPC also has power to-

  • apply to the court to prevent the circulation of any product with imminent public hazard;
  • compel a manufacturer to certify that all safety standards are met in their products;
  • Carry out quality tests on a consumer product;
  • demand production of labels showing date and place of manufacture of a commodity as well as certification of compliance;
  • compel manufacturers, dealers and service companies to give public notice of any health hazards inherent in their products;
  • ban the sale, distribution, advertisement of products which do not comply with safety or health regulations.

What kinds of complaints can I report to CPC?

CPC’s mandate allows it to intervene in any sector involving products and services. CPC refers to the sector-specific regulators for resolution where appropriate. CPC does not handle criminal matters. You can report fake and substandard product purchase and poor services rendered and cases of misleading product/service advert. For more information see Consumer Protection Council FAQ

How to make a complaint to CPC

When you have a case of poor service or product, the first step to take is to initially contact the service provider if your expectations are still not met, you can then file a complaint with CPC. This can be done by submitting a letter at the CPC office closest to you or  can email contact@cpc.gov.ng  CPC Contact Information

In order for CPC to establish a valid complaint and process redress, if a valid complaint the complaint must clearly state the following:

  1. The party complained against, with the correct address
  2. The amount involved
  3. The expected redress
  4. You should also attach proof of transaction and any other document to support your claim.

After lodging my complaint What action will CPC take?

When a consumer files a complaint, CPC will establish if it a valid complaint based on the information provided and then request a response from the provider of products and services. Some cases require the intervention of other stakeholders such as sector regulators while others are handled directly by CPC. It takes between one (1) to forty-five days (45) days to get redress. However, some exceptional cases are prolonged. CPC may ask the service provider to refund the amount paid for the product/service, replace faulty products or compensate the consumer for the inconvenience experienced.

We all have a duty complain about substandard products and services by informing businesses and  regulatory authorities about poor services. It only takes few minutes of your time to send an email to resolve your issue, CPC addresses all consumer complaints free of charge so exercise your consumer right and get our Country free of substandard products.

Other Useful Consumer Education Information

  1. How to resolve health issues with CPC
  2. How to resolve power issues with CPC
  3. How to resolve transport issues with CPC
Consumer Affairs
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