COMPLAINING
ABOUT GOODS
It is important to contact the seller as soon as possible with some form of
proof of purchase (this does not have to be the receipt). Explain the problem
and tell
the seller what you want done about it. Give them a deadline.
Put your complaint in writing to the customer services
manager confirming your visit and any promise or
response made.
COMPLAINING ABOUT A SERVICE
To be seen to be reasonable, you could give the supplier a chance to correct
the problem. However, you are under no obligation to do so.
Put your complaint in writing to the service's head office and address it
to the manager or company chairperson. Refer to our Template Letters. Clearly
explain what you want done and give them a deadline.
WHERE TO GO FOR HELP
If you don't seem to be making any progress with your complaint, or if you need
more advice, call consumer rights advocacy league (CRAL)
CONSUMER COMPLAINTS RESOLVED THROUGH CRAL
Since the inauguration of CRAL in July 2000, the organization
has worked tirelessly towards the realization of its set goals. We have been
operating within the resources available to us and have been able to resolve
several consumer complaints e.g. the following:-
1) Mrs. Nwosu a missionary based in Nigeria received adequate compensation on
behalf of her daughter Angelica from Nigerian Bottling Company through our effort.
She approached us after she got fed up when nothing happened even after following
up the matter with Coca Cola for weeks..
2) Mrs. Guei a passenger from London received compensation within 3 days from
KLM Airline through our effort for lateness in delivering her luggage after arriving
in Nigeria.
3) Full amount refunded to Ms. Ruth Ikputu from Disc Communication Limited against
her complaint for poor quality service and for excess money charged her by Disc
Communication.
4) Old and over used bottles withdrawn from circulation by Nigerian bottling
company (Coca-Cola) through our effort in response to consumers’ complaint.
5) Improved labeling of its bottled water by Nigerian Bottling Company Coca Cola
through our effort in response to consumers complaints.
6) Hundreds of GSM telephones lines frequently remained out of service for short
periods in 2004. The issue was taken up by CRAL at Consumer Parliament organized
by NCC and the problem was solved to a large extent.
7) MTN now operates per second billing and also compensates consumers for lost
access time through our effort at the telecom consumer parliament in response
to telecom consumer’s complaints.
8) Full refund of money to Mr. Nelson by Mr. Biggs for bad chicken sold to him.
CRAL tasted the chicken for confirmation before demanding for a refund on his
behalf.
9) CRAL identified with victims of Kerosene Explosion, which left some dead and
many in hospital beds when it visited the Edo State Liaison office in Lagos.
10) CRAL is also partnering with other Ngo’s in Lagos such as center for
the Right (CRH) to develop a case for sustainable support for people living with
HIV/AIDS (PLWHA).
11) Electricity power at Alade Market Ikeja reconnected by NEPA through our effort.
