PCC declares war on 562,296 unresolved complaints

The Public Complaints Commission (PCC) has intensified efforts to strengthen its capacity to resolve outstanding complaints, with 562,296 cases remaining unresolved out of 1,281,984 recorded by the Commission.

The Chief Commissioner, Bashir Abubakar, disclosed this on Tuesday during a press briefing in Abuja, where he outlined reforms introduced since his inauguration on 24 September 2024 to reposition the Commission and improve its capacity to deliver administrative justice to Nigerians.

The outstanding cases represent a significant challenge for the country’s ombudsman, which is mandated to investigate complaints of maladministration, corruption, abuse of office and related misconduct, and protect citizens’ rights in their dealings with public institutions and relevant private-sector organisations.

Abubakar said the Commission had embarked on wide-ranging administrative, financial and operational reforms to improve its effectiveness and ensure better service delivery.

Presenting his administration’s record, he said the Commission had resolved 716,688 cases, while its ongoing reforms were aimed at strengthening the institutional capacity required to address complaints and improve its responsiveness to the public.

Established in 1975, the PCC provides a channel through which Nigerians can seek redress over administrative actions and omissions they consider unjust or improper.

To strengthen its operations, Abubakar said the Commission had created new directorates in response to the increasing volume of complaints, while improving funding and providing additional resources to its offices nationwide.

He disclosed that the Commission had proposed and recommended an increase of more than 100 per cent in its Medium-Term Expenditure Framework (MTEF), leading to an improved budgetary allocation.

Monthly allocations to state offices, including the Federal Capital Territory, had also been increased to strengthen their operations and improve their capacity to address complaints.

The Chief Commissioner said the Commission had upgraded its information and communications technology facilities and improved its call centre to enhance communication with members of the public.

He added that an intensive publicity campaign had been introduced to increase public awareness of the Commission’s mandate and encourage Nigerians facing administrative injustice to seek redress.

On efforts to improve the capacity of personnel handling complaints, Abubakar disclosed that the Commission had trained more than 1,185 staff members in 2025 and recorded over 3,410 training participations in 2026.

He said the training programmes, alongside the provision of modern technology and improved working facilities, were intended to strengthen staff competence and promote more efficient operations.

The Commission had also conducted biometric verification across its offices nationwide to establish a verifiable staff nominal roll and improve workforce management.

Abubakar said the exercise was part of efforts to establish a reliable personnel database and promote operational efficiency across the institution.

Beyond operational reforms, the Chief Commissioner said the administration had taken steps to improve workers’ welfare and maintain industrial harmony, including the implementation of the full Consolidated Legislative Salary Structure (CONLESS), under which the Commission began making full salary payments to its workforce in July 2026.

He also listed the settlement of outstanding wage-award and promotion arrears for 2024 and 2025 among the administration’s achievements.

According to him, 1,070 employees were promoted in 2025, while another 1,270 received promotions in 2026.

He said the management had maintained an open-door policy and engaged constructively with labour unions to promote cordial relations between management and staff.

Abubakar further disclosed that the Commission was strengthening its collaboration with ministries, departments and agencies, as well as non-governmental organisations, to facilitate the quicker resolution of complaints.

He said the PCC was also consolidating partnerships with regional, continental and international ombudsman institutions to exchange knowledge and adopt best practices in the administration of justice.

According to him, the Commission’s 50th anniversary celebration in 2025 provided an opportunity to strengthen relationships with stakeholders and attract further support for its mandate.

The Chief Commissioner acknowledged the support of President Bola Tinubu, the National Assembly, the Budget Office, the Federal Ministry of Finance, the Office of the Accountant-General of the Federation and other stakeholders in implementing the Commission’s reforms.

As part of efforts to promote institutional effectiveness and strengthen administrative justice, the PCC is scheduled to hold its first Nigerian Ombudsman Conference on Thursday, 15 October 2026.

The conference, themed “System Building and Compliance: Key Factors to Good Governance”, is expected to bring together the Commission’s founding fathers, policymakers and decision-makers to examine the importance of effective systems and institutional compliance in achieving good governance.

Abubakar said the conference would provide a platform to highlight the relationship between strong institutions, effective administrative systems and improved public service delivery.

With 562,296 cases still outstanding, the Commission’s ongoing reforms are expected to strengthen its operational capacity as it pursues its mandate of providing Nigerians with an avenue to seek redress against administrative injustice.