…562,296 cases remain pending

The Public Complaints Commission (PCC) has said it received 1,281,984 complaints and resolved 716,688, leaving 562,296 cases pending.

The commission said implementing reforms to improve service delivery and address maladministration across public institutions.

The Chief Commissioner of the commission, Bashir Abubakar, disclosed this during a press briefing in Abuja on Tuesday while presenting an account of his stewardship since assuming office on September 24, 2024.

Abubakar said the leadership of the National Assembly had charged them with repositioning the commission for more efficient performance and effective service delivery.

“Surge on complaint index statistics and data in recent times more than ever before as follows;1,281,984 cases received,716,688 cases resolved leaving behind 562,296 cases”, he said.

He said the commission had undertaken administrative and operational reforms, including improved staff welfare, increased funding proposals, nationwide staff verification, capacity development and upgrades to its information and communications technology infrastructure.

The PCC, established in 1975, is Nigeria’s ombudsman institution.

Under its enabling legislation, the Public Complaints Commission Act, it is mandated to investigate complaints relating to maladministration, corruption, abuse of office and other misconduct.

It also protects the rights of citizens and non-citizens in their dealings with public institutions and specified private-sector organisations.

Abubakar said the commission had proposed an increase of more than 100 per cent in its Medium-Term Expenditure Framework, a move he said had led to improved budgetary allocation.

He also announced the implementation of the full Consolidated Legislative Salary Structure (CONLESS), saying the commission commenced payment of full salaries to its workforce under the arrangement in July 2026.

According to him, outstanding wage-award payments and promotion arrears for 2024 and 2025 had also been settled.

Monthly allocations to the commission’s state offices, including the Federal Capital Territory office, had been increased.

The commission conducted a biometric verification exercise across its offices nationwide to establish a verifiable staff nominal roll and improve its operational planning.

Abubakar said the commission had also created new directorates in response to the increase in complaints, while staff training and retraining had been intensified to improve performance.

He said more than 1,185 personnel were trained in 2025, while over 3,410 staff had received training so far in 2026.

On staff progression, Abubakar said 1,070 workers were promoted in 2025, while another 1,270 received promotions in 2026, bringing the total number of promotions across the two years to 2,340.

He added that the commission had upgraded its information and communications technology unit and improved its call centre to strengthen public access and visibility. It had also worked to improve the working environment by equipping staff with modern technology.

The chief commissioner said management had maintained industrial harmony with labour unions and adopted an open-door policy to strengthen relationships between management and employees.

He highlighted efforts to deepen partnerships with ministries, departments and agencies, non-governmental organisations, and regional and international ombudsman institutions to share experience and improve the resolution of complaints.

The commission’s reforms, he said, had helped move the institution away from what he described as a negative perception towards improved performance and stronger stakeholder relationships.

Abubakar said the commission would hold its first Nigerian Ombudsman Conference on Thursday, October 15, 2026. The conference is themed, “System Building and Compliance: Key Factors to Good Governance.”

He said the event would bring together the commission’s founding members, policymakers and decision-makers to examine the role of strong systems and institutional compliance in improving governance.

The chief commissioner attributed the commission’s reported achievements to support from 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.