A complaint means an expression of dissatisfaction by a consumer about a faulty product or poor service received from a seller, producer, or service provider.

When a consumer buys goods or services that are bad, fake, unsafe, or not as advertised, the consumer has the right to complain to the seller or the appropriate consumer protection agency.

It helps you to correct mistakes, get replacements, refunds, or better services, and to prevent others from being cheated.

Making a complaint means informing the seller, manufacturer, or consumer protection agency about the problem you have with a product or service. It must be done in a clear, polite, and orderly manner so that your complaint will be understood and handled properly.

1. Justified Complaints

A justified complaint is a genuine and reasonable complaint. It occurs when the consumer is right to complain because the product or service is truly faulty or unsatisfactory.

Examples:

1. When a consumer buys expired food.


2. When a new phone stops working after two days.


3. When a consumer is overcharged or cheated.

Features of Justified Complaints:

1. Based on real evidence (receipt, product defect, etc.).


2. The fault is from the seller or manufacturer.


3. The consumer followed all correct usage instructions.


4. It can be verified and proved.

2. Injured Complaints

An injured complaint is one made without reasonable cause or not supported by facts. It is usually false, careless, or misleading.

Examples:

1. Complaining that a phone does not work when the battery was not charged.


2. Complaining about a product you did not buy from the seller.


3. Complaining because you misused a product against the instructions.

Features of Injured Complaints:

1. The consumer is wrong or careless.


2. There is no proof or evidence.


3. The seller or producer is not at fault.

Consumers make complaints when:

1. The goods bought are damaged or defective.


2. The goods or services do not match the description or advertisement.


3. The goods are expired or unsafe.


4. The seller overcharges or under-delivers.


5. The service provided is poor or unsatisfactory.


6. The consumer is deceived or cheated in a transaction.


7. The consumer wants to warn others and prevent future cheating.

Consumers can make complaints in different ways, depending on the situation and who they are complaining to. The main ways are:

1. Oral Complaint

This is when a consumer speaks directly to the seller or service provider about the problem. It is usually done immediately after discovering the fault.

Example: Telling a shopkeeper that a soft drink you just bought is leaking.

2. Written Complaint

This is when a consumer writes a letter or email to the company or consumer protection agency explaining the problem. Written complaints are more formal and serve as evidence in case further action is needed.

Example: Writing to NAFDAC about a fake medicine sold in your area.

3. Telephone or Online Complaint

Many companies and agencies have customer care lines, websites, or social media handles for complaints. Consumers can call or send messages to report issues quickly.

4. Through Consumer Protection Agencies

If a consumer’s complaint is not settled by the seller, it can be reported to any Consumer Protection Agency such as:

1. Federal Competition and Consumer Protection Commission (FCCPC)


2. Standards Organisation of Nigeria (SON)


3. National Agency for Food and Drug Administration and Control (NAFDAC)


4. Nigerian Communications Commission (NCC)


5. Central Bank of Nigeria (CBN) Consumer Protection Department

To make a good and effective complaint, a consumer should follow these steps:

1. Identify the Problem Clearly: State exactly what went wrong with the product or service.


2. Collect Evidence: Keep receipts, packaging, warranty cards, or any proof of purchase.


3. Return to the Seller or Service Provider First: Go back to where you bought the goods or received the service and explain your complaint politely.


4. Be Polite and Honest: Use polite language and explain the facts clearly without anger or insults.


5. State What You Want: Say whether you want a replacement, refund, repair, or apology.


6. Write a Complaint Letter if Necessary: If the seller refuses to help, write a complaint letter to the company or the appropriate agency.


7. Take the Matter to Consumer Protection Agencies: Report to agencies like FCCPC, NAFDAC, or SON if your complaint is ignored.


8. Follow Up Your Complaint: Check back to know the progress or result of your complaint.

A good complaint letter :

1. should Be short and straight to the point.


2. should should Be polite and respectful.


3. should Include your full name, address, and contact information.


4. should Include details of the product or service (name, date bought, price, seller, etc.).


5. should Clearly explain the problem and what you want done.


6. should Include copies (not originals) of receipts or other documents.


7. should Be dated and signed by the sender.

1. It helps you to ensure that consumers get value for their money.


2. It helps you to make sellers and producers improve product quality.


3. It helps you to protect other consumers from similar problems.


4. It helps you to promote honesty and fairness in business.


5. It helps you to make consumer protection agencies work effectively.


6. It helps you to reduce the number of fake and dangerous products in the market.

SUMMARY

Making complaints is an important way of protecting consumer rights. It helps you to ensure that producers, sellers, and service providers do what is right. A good consumer should always make complaints politely, clearly, and with evidence whenever there is a problem with a product or service.