BY OLAPEJU OLUBI
Buoyed by the desire to up service delivery, the Nigeria Civil Aviation Authority (NCAA) has embarked on a pivotal training programme for its Consumer Protection Officers (CPOs) and airline representatives.
This initiative is in preparation for the imminent launch of a revolutionary consumer protection portal designed to address passenger complaints in real time.
This comprehensive two-day training session, which commenced on Wednesday at the NCAA corporate headquarters in Abuja, was inaugurated by the Acting Director General of Civil Aviation, Captain Chris Najomo.
In his stead, the Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, articulated the transformative potential of the new portal, adding that it was set to be operational before the year’s end.
This platform, according to him promises to enhance the efficiency and speed of resolving passenger grievances, thereby ensuring that airlines operating in Nigeria adhere to timely performance standards.
“This is unprecedented,” remarked Captain Najomo, underscoring the significance of the portal as a historic milestone for the NCAA.
“When you consider the time and effort invested to reach this point, the dedication to making it functional is evident.”
He highlighted that the conceptualization and development of the portal began during his tenure as Director of Public Affairs and Consumer Protection, signifying a long-term commitment to consumer advocacy.
The portal is poised to streamline the responsibilities of the 260 CPOs stationed across Nigeria’s airports, making their roles significantly more efficient.
Captain Najomo emphasized that the creation of the portal aligns with his 2024 action plan, aimed at fostering a more conducive business environment within the aviation sector.
The new system simplifies the process of filing and resolving complaints, providing a user-friendly interface for passengers and stakeholders alike. “Data collection is crucial in our industry.
“Without accurate data, planning and execution falter. This portal addresses that gap, facilitating better decision-making and operational transparency,” Najomo stated.
Transparency is a core feature of the portal, as it allows public access to the number of complaints lodged against each airline and the status of their resolution. “It’s a self-reporting system.
“There’s no need for naming and shaming; performance visibility naturally holds airlines accountable,” Najomo explained
Ensuring that NCAA officers and airline staff are adept at using the portal is critical, hence the extensive training.
Mrs. Ifueko Abdulmalik, Assistant General Manager of Consumer Protection, noted that this initiative is part of a broader automation effort within the NCAA, aligning with international standards. “Manual processes were inefficient. With automation, we anticipate improved outcomes in consumer complaint resolutions,” she said.
“The integration of airline staff into the portal is designed to enhance real-time visibility and responsiveness, ultimately leading to swifter resolutions and higher consumer satisfaction. Our ultimate goal is a happier consumer,” Abdulmalik emphasized.
Additionally, the portal enables continuous oversight by the Minister and the DGCA, ensuring that complaint resolutions are consistently monitored.
Furthermore, airlines can log flight delays directly into the portal, allowing the NCAA to oversee regulatory compliance seamlessly.
This system not only enhances operational transparency but also fortifies the accountability framework within Nigeria’s aviation sector.
