Abstract The rapid expansion of commercial activities, technological advancement, and increased consumer participation in Nigeria’s marketplace have significantly heightened the incidence of customer and consumer complaints. Consumers frequently encounter unfair trade practices, defective goods, poor service delivery, misleading representations, and breaches of contractual obligations. These developments underscore the necessity for an effective and responsive legal framework to protect consumer interests and ensure accountability in commercial transactions. This paper aims to examine the legal regime governing customer and consumer complaints in Nigeria. The objectives are to analyze the statutory framework for consumer protection under Nigerian law, particularly the Federal Competition and Consumer Protection Act 2018; to assess the roles of regulatory institutions such as the Federal Competition and Consumer Protection Commission and sector-specific regulators; and to evaluate the mechanisms available for resolving consumer complaints, including administrative, judicial, and alternative dispute resolution processes. Examining the administrative and operational difficulties as well as the challenges and prospects of competition and consumer protection law can help policy makers address the numerous difficulties accompanying the implementation of competition policies. This paper adopts a doctrinal research methodology, relying primarily on the analysis of statutory provisions, judicial decisions, regulatory guidelines, and relevant academic literature. Secondary sources such as textbooks, journal articles, law reports, and policy documents are examined to provide a comprehensive understanding of the legal principles governing consumer protection and complaint resolution in Nigeria. This research finds that while Nigeria possesses a comprehensive legal framework for consumer protection, enforcement challenges persist due to low consumer awareness, regulatory constraints, delays in dispute resolution, and imbalance of bargaining power between consumers and service providers. This research concludes that effective implementation of competition law in Nigeria will help protect consumers and create a conducive environment for economic growth, development and protection of consumers from anti-competitive practices. It concludes that strengthening institutional efficiency, enhancing consumer education, and promoting alternative dispute resolution mechanisms are essential for improving the effectiveness of the legal regime for customer and consumer complaints in Nigeria.
Akanle et al. (Wed,) studied this question.