The National Agency for Food and Drug Administration and Control, NAFDAC, has inaugurated a 24-hour call centre aimed at handling complaints from customers on food, drugs and other regulated products.
The inauguration was carried out on Friday in Abuja.
The agency said it was partnering with Interra Networks Limited which would manage the call centre.
Speaking during the inauguration, NAFDAC Director-General, Mojisola Adeyeye, said the call centre would benefit not only the agency but Nigerians at large.
She noted that the platform would improve service delivery, given the agency’s engagement with thousands of customers across various sectors.
“We have thousands of customers dealing with food, drugs, vaccines, medical devices, water, cosmetics and herbal medicines.
“The services we render are such that customers may not always know what to do or where to go, especially when it comes to product registration.
“As we continue to digitise our processes, some customers may find it difficult to navigate the system, and we must meet their needs,” she said.
Adeyeye explained that the call centre would provide timely information on procedures, including product registration timelines and requirements, thereby facilitating trade.
“This timely registration will translate into increased trade, so the call centre is a great initiative for the country,” she added.
On sustainability, the NAFDAC boss emphasised the importance of financial discipline in maintaining the facility.
“If we cannot pay what it takes to sustain this project, then it will not be sustainable. Part of our quality management system involves financial responsibility,” she said.
She disclosed that upon assuming office in 2017, she inherited a debt of N3.2 billion, which had since been cleared through prudent financial management.
Adeyeye added that trained NAFDAC staff, including mid-level officers and directors, would support the call centre by handling escalated issues.
She further said the centre would help curb the circulation of substandard products by improving intelligence gathering.
“If someone calls in to report a suspicious product, whether food or drugs, we will act swiftly. The call centre will greatly enhance our surveillance efforts,” she said.
Adeyeye reiterated that the ban on alcohol in sachets and PET bottles below 200ml remained in force, stressing that there was no reversal of the policy.
Earlier, the Managing Director of Interra Networks Ltd, Mr Emeka Okafor, said the company specialised in Business Process Outsourcing Services, BPOS, providing customer engagement solutions for organisations.
“With specific reference to NAFDAC, the agency has a strong regulatory mandate and is also customer-focused.
“It has entrusted us to manage customer complaints and enquiries. We receive calls, respond to them and escalate unresolved issues to the agency,” he said.
Okafor assured that the call lines “would be available 24/7”, adding that no customer call would go unanswered.
He also noted that the company worked closely with network providers to ensure reliable, high-capacity connectivity for seamless service delivery.
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