Commission Targets Speedy Complaint Resolution

Nigeria’s ombudsman, Public Complaints Commission (PCC) has commenced a comprehensive training on Artificial Intelligence (AI) and electronic complaint management for its officers across the North-Central geopolitical zone.

The training is part of efforts to accelerate complaint resolution and improve service delivery.
The capacity-building programme, facilitated by Instincts Resources Nigeria Limited, is being conducted in phases from August 4-6 and August 10-13, 2026, with participation from officers across the commission’s state offices in the zone.

The training is aimed at equipping PCC personnel with modern skills to enhance complaint management, improve operational efficiency and strengthen service delivery in line with global best practices.
The key areas covered are organisational productivity, use of technology to improve staff performance, artificial intelligence for operational efficiency, electronic complaint management systems, records management, data-driven decision-making and strategic implementation of e-complaint platforms.

Speaking at the opening ceremony, the Chief Commissioner of the PCC, Hon. Bashir Abubakar, described the programme as a major milestone in the Commission’s reform and modernisation agenda.

Abubakar said technology had become essential for modern public institutions, stressing that the Commission was determined to adopt technology-driven systems capable of accelerating complaint resolution, improving transparency and strengthening public confidence.

“Digital transformation is no longer an option but a necessity for every modern public institution,” he said.

The Chief Commissioner noted that artificial intelligence and electronic complaint management systems represented the future of Ombudsman practice, adding that officers must be adequately equipped to deploy the technologies effectively.

He further stressed that staff development remained a priority of the Commission, saying technological innovation would help reduce administrative bottlenecks, improve case management and strengthen the institution’s ability to protect citizens against administrative injustice.

Also speaking, the Commissioner in charge of the Federal Capital Territory Office, Hon. Musa Dikko, commended the Commission’s leadership for initiating the training, describing it as timely and strategic.

Dikko said the programme was consistent with the PCC’s statutory mandate of investigating complaints against the administrative actions of public institutions and promoting fairness, accountability and administrative justice.

He explained that technology-driven complaint management would improve accessibility for citizens, strengthen record-keeping, facilitate timely investigations and enhance transparency.

The consultant, Instincts Resources Nigeria Limited, said the programme combines interactive lectures, practical demonstrations, case studies, simulations and hands-on exercises to ensure participants acquire both theoretical knowledge and practical skills.

Participants are expected to gain proficiency in artificial intelligence applications, workplace tools, electronic document management, automated complaint tracking, data analytics, cybersecurity, ethics and e-complaint management.

The Commission said the North-Central training forms part of its broader institutional transformation strategy aimed at developing a workforce capable of delivering faster, more transparent and citizen-centred services.

The initiative is also expected to strengthen collaboration among the Commission’s state offices and support the continued modernisation of Ombudsman services across Nigeria.