Consumer Protection Council

What we do

  • The Council in fulfilment of its statutory mandate deploys several regulatory tools to monitor and modify behaviour of service providers and manufacturers. Some key areas of operation include complaint resolution, surveillance and enforcement, consumer education, as well as research and strategy.

  • Complaint Resolution

    Using different mechanisms, the Council resolves complaints that are filed with the Council. Usually, consumer grievances and dissatisfaction are filed with the Council as “Complaints”. The Council 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 Council, 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 Council 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 Council 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 Council conducts numerous specific and general awareness campaigns.

  • Research & Strategy

    The Council 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 Council accomplishes its mandate and allocates its limited resources.