The Nation Newspaper Consumer Protection Framework: Simplifies consumer complaints resolution (4)
According to the commission, the framework is designed to provide a robust, transparent, and accessible mechanism for addressing consumer complaints.
The resolution mechanisms in the framework, she said, are fair, timely, transparent, accessible, and independent, ensuring that every complaint is given due attention and resolved satisfactorily. “If a complaint remains unresolved or the consumer is dissatisfied with the resolution, they can escalate the issue to PenCom for reviews of the steps taken by the PFA in addressing the complaint. The purpose is to ensure that the resolution process was effective, transparent, and adequate to engender consumer confidence.
“Pension consumers can visit the offices of their PFAs or use channels available on the PFAs’ websites and social media platforms. However, unresolved complaints by PFAs can be escalated to PenCom through electronic channels, including emails and telephone for review. Email complaints are accepted at. In addition, such unsettled complaints can be submitted through its head office in Abuja or zonal offices in Lagos, Kano, Awka, Calabar, Ilorin, and Gombe.
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