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Abstract :
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This contribution showcases Nigeria's approach to strengthening consumer protection through the deployment of an integrated multi-channel complaint management system and the establishment of a Consumer Data Lab that transforms consumer complaint data into actionable insights and regulatory intelligence that support compliance monitoring, market oversight, policy development, and targeted regulatory interventions.
Nigeria's experience demonstrates that integrating complaint management with advanced analytics enables regulators to move from reactive complaint handling to proactive, evidence-based consumer protection by leveraging complaint as a strategic regulatory asset to improve consumer outcomes and strengthen regulatory effectiveness. The paper further highlights key lessons and best practices that may assist other Member States in developing more effective and evidence-based consumer protection frameworks.
The Rapporteur Group is invited to consider this contribution for inclusion in the final report on Question 5/1.
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