In accordance with sections 17 (h) and (s) of the FCCPA 2018, the Commission has developed a web-based automated complaint resolution portal to replace the outmoded paper-based system for receiving and handling consumer complaints.

The new platform allows the Commission and businesses that are plugged-in to seamlessly receive, assign, investigate, track, resolve and conclude consumer complaints in a timely and efficient manner. Additionally, it enables the consumer to complain about dissatisfaction with a product or service from the comfort of his or her home.

To file a complaint, a consumer can sign up to the portal through the FCCPC website or a dedicated mobile App (FCCPC Consumer Complaint App) on the Google Play Store and the iOS App Store.

After signing up and creating a complaint account on the portal, the consumer could submit a complaint and attach relevant documents (receipts, agreements, correspondences, etc).

As soon as the consumer submits a complaint, a tracking code is generated and sent to the complainant's registered e-mail. The tracking code could be used to monitor progress of the resolution process and engagement with the caseworker.

Once created, a complaint account will continue to exist even after the instant case is resolved, and could be used for future complaints.

Regardless of the portal, consumers can still submit complaints to the Commission through other means (email, walk-in, letters, etc.).

A complaint could be resolved immediately or may take more time, depending on its nature. Some require collaboration with other stakeholders, such as sector regulators, while others do not.

While the Commission is committed to providing speedy redress to valid complaints, the provision of accurate information and documentation by the complainant makes this easier and reduces the timelines.

It takes anything between one (1) day and forty five days (45) days to get redress. However, some exceptions may exist beyond this time-frame.