The 21st Episode of the SERVICOM Help Desk Radio Programme which held on the 24th July 2018 was focused on SERVICOM handling procedure with the aim of enlightening the pubic on how complaints that come to SERVICOM are being handled.
The SERVICOM National Coordinator and Chief Executive Officer, Mrs Nnenna Akajemeli explained that complaints that are received in the office are immediately forwarded to the concerned Ministry, Department or Agency for their prompt action.
She noted that SERVICOM has a timeline of 15 working days for Agencies to look into complaints forwarded to them and report progress to the Office, explaining however that some agencies have longer compliant reprisal procedure due to the peculiarity and nature of the services they provide which may require investigation.
She enjoined members of the public to always look out for the SERVICOM Unit in MDAS so as to seek redress on issues that can be resolved on the spot or to formally lodge their complaints which would be looked into, adding that the SERVICOM office is in constant consultation with SERVICOM Nodal and Focal Officers in MDAs on best practices on service delivery.
The Public Awareness Manager, Ms. Patience Musa added that the SERVICOM office facilitates resolution of complaints forwarded to MDAs and also follows up to ensure that such complaints are resolved.
She noted however that cases that are already in court are not attended to by SERVICOM Office and said complainants will always be officially informed of outcome or process of resolution of their complaint.
A widow, Mrs Yemisi who had sought the intervention of SERVICOM on her case of seizure of a truck of rice by the Kano Command of the Nigerian Customs Service (NCS), testified that her compliant was receiving attention as she has been invited at the Headquarters of the NCS, in Abuja. She said she was very grateful to the SERVICOM Help Desk Programme.
In her closing remarks, the National Coordinator appreciated all MDAs for their support to the realization of the objectives of the SERVICOM Help Desk Programme and gave the assurance that SERVICOM office will continue to work with MDAs to minimize complaints emanating from experiences of service failure.