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[Todo; Akachi. Consumer Protection Agency
FCCPC
The Federal Competition and Consumer Protection Commission (FCCPC) is the foremost competition and consumer protection authority in Nigeria.
The Commission in fulfillment of its statutory mandate deploys several regulatory tools to monitor and modify behavior of service providers and manufacturers. Some key areas of operation include complaint resolution, surveillance and enforcement, consumer education, as well as research and strategy, with its mission is to ensure customers are priority in the business value chain and vision is to make the Nigerian marketplace to be a leading model of dynamism, customer satisfaction and responsiveness to consumers.
Complain Resolution
Using different mechanisms, the Commission resolves complaints that are filed with it. Usually, consumer grievances and dissatisfaction are filed with the Commission as “Complaints”. The Commission receives these complaints in diverse ways including online, in-person, in writing, and multiple social media platforms. Most complaints are resolved using one or more of our resolution tools, such as direct engagement, negotiations, mediation, conciliation, investigations, administrative hearings and collaboration with other regulators. Investigations and hearings usually occur when a market intervention becomes compelling, or conduct is egregious or indicative of a pattern or widespread infraction.
Surveillance & Enforcement
A vital tool of protecting consumers is market surveillance, and enforcement where violations occur. This component of our work is both random and targeted. Most targeted interventions are on account of intelligence gathered by, or provided to the Commission, including anonymous tips. Random interventions are a quality assurance mechanism. Some activities here are preventive and may lead to publishing Guidelines or Advisories about products in the market and restrictions on consumption or use.
Quality Assurance & Development
The satisfaction and safety of the Nigerian consumer are paramount. The Commission is commit to nationwide quality assessment of products and services, through inputs into national & international standards, sampling, analysis, investigation, process auditing, developing and issuance of guidelines/standard operating procedures (SOPs) in order to ensure that products, services and processes are of good quality, safe and meet consumers’ expectation, while giving value for money.
Consumer Education
A fundamental factor in consumer protection is an educated consumer. As such, the Commission engages in routine and periodic consumer education to inform consumers of their rights, available enforcement mechanisms and how to use the processes. Another vital aspect of consumer education is to provide information about key market developments such as Advisories, Warnings, recalls and similar interventions. The Commission conducts numerous specific and general awareness campaigns.
Research & Strategy
The Commission engages in domestic and global research about products and services, as well as changing or evolving market trends and consumer behaviour. The objectives are to:
- provide data base for organisational planning purposes on the concept of consumerism;
- develop strategies for interventions; and
- modify existing mechanisms to be more effective and/or efficient.Research and strategy play a pivotal role in how the Commission accomplishes its mandate and allocates its limited resources.
FCCPC strategic goals
- Ensure that producers and service providers and their patrons mutually respect their commercial and social contracts.
- Diminish to the barest minimum incidents of consumer aggravation and frustration.
- Sufficiently protect consumers from hazardous products or injury from consumption of substandard products.
- Promote a quality culture in both processes and final products.
- Engender a marketplace of informed, sophisticated and discriminatory consumers.
- Provide information and be a resource to consumers regarding products, trends and patterns.
- Ensure that service providers and manufacturers make full and frank disclosures of relevant information about their products, or developments with respect to consumption of their products, in a consumer friendly manner which truly guides consumers’ choices.
- Ensure that producers and service providers institutionalise appropriate customer care systems including providing information, appropriate support through the acquisition/consumption, and post-acquisition/consumption process.
- Promote the establishment of dedicated customer service apparatus by producers and service providers, including clear, transparent and accessible complaint resolution mechanisms.
- Hold providers and producers accountable to satisfying customers, including serving as a secondary level complaint resolution mechanism.
Complaints that can be brought to FCCPC
FCCPC’s mandate allows it to intervene in any sector involving products and services. FCCPC defers to the sector specific regulators for resolution where appropriate. FCCPC does not handle criminal matters.
Any person who uses products or services expects to get value from them. When this expectation is not met, it gives rise to complaints.
In order for FCCPC to address a complaint, the complainant must have initially engaged the provider of services or products. If not satisfied, the complainant can then file a complaint with FCCPC.
Consumer responsibility
Holistic consumer protection is a collective effort. Its actualisation requires input, not just from manufacturers, service providers and government, but also the consumer.The consumer has the responsibility to:
1. Be Aware
Gather all the information and facts available about a product or service, as well as, keep abreast of changes and innovations in the market.
2. Beware
Be alert to the quality and safety of products and services before you purchase.
3. Think Independently
Make decisions about well-considered needs and wants.
4. Speak Out
Inform manufacturers and government of your needs and expectations.
5. Be an Ethical Consumer
Be fair and never engage in dishonest practices which affect other consumers negatively.
6. Complain
Inform businesses and appropriate regulatory authorities about your dissatisfaction with a product or service, in a fair and honest manner
7. Share Experience
Inform other consumers about your experience with a product or service.
8. Respect the Environment
Avoid waste, littering and contributing to pollution. Promote sustainable consumption by ensuring that what you consume does not impact on the environment negatively.