PROCEDURE FOR INSPECTION OR PHYSICAL EXAMINATION: CONSIGNEE’S PROCESS
- STEP 1
- Present SONCAP certificate/import permits/any approved instrument
- STEP 2
- Transmit Step 1 to NICIS son.gov.ng
- STEP 3
- Notify SON examination officer
- STEP 4
- Submit copies of SGD &Bill of lading
- STEP 5
- Physical Examination
- STEP 6
- Visit SON’s P&B e-clearance office
- STEP 7
- Pay PIF, Collect Receipt
- STEP 8
- Collect e-Provisional Clearance Letter
- STEP 9
- e-provisional clearance letter
- STEP 10
- Give Step 9 to transporter
- SONCAP: Standards Organisation of Nigeria Conformity Assessment Program son.gov.ng/soncap/ to obtain certificate or import permit.
- SGD Single Goods Description.
- P&B: Ports & Border Office http://son.gov.ng/son-state-offices/
- PIF: Ports Inspection Fees.
PROCEDURE FOR CONSUMER COMPLAINTS HANDLING BY THE SON CUSTOMER FEEDBACK & COLLABORATION UNIT
A complaint is any measure of dissatisfaction with a product or service. When consumers complain about a product or service, it serves as a way of providing feedback on product performance for improvement and information on different aspects of standards implementation.
The Customer Feedback & Collaboration unit investigates consumer complaints and ensures their resolution.
UNIT OBJECTIVE ON COMPLAINTS HANDLING
1. Resolution of 70% of complaints received from Nigerian consumers on locally manufactured or imported products on an annual basis 2. 24hrs acknowledgement of emails 3. 48hrs acknowledgement of surface mails
S/N Potential Risks Probability of Occurrence (Low, Medium, High)
1 Misrepresentation of facts Rarely Proper documentation and review system 2 Delayed resolution process due to influences (testing, availability of standards) and response time of parties Sometimes Set Turn Around Time with monitoring 3 Biased judgement (officers) Rarely 1. ADR Training 2. Management review 4 Poor customer communication Likely Customer Service Training and Feedback to management through hotlines on website Note: Rarely occur- 1 out of 100 Likely Occur – 2 out of 100 Sometimes- 5 out of 100 Often Occur- >5
CONSUMER COMPLAINT RESOLUTION PROCESS ON PRODUCTS
1. Resolution of complaint is to seek to agree on the solution that will resolve the situation to the satisfaction of the parties and it’s carried out through mediation, conciliation and negotiation with manufacturers or importers/ dealers and complainants.
2. Where these avenues fail, the matter is transferred to Inspectorate and Compliance Department for enforcement operation.
3. Efforts are made during the resolution process to ensure the both parties have a mutually acceptable settlement. The exercise terminates once the matter becomes prejudiced.
4. Depending on the nature of complaints, investigation of complaint is a core activity in handling complaints.
5. During investigation, laboratory analysis of the product in question is carried out to determine quality status of the product and probable cause of product failure.
6. On receipt of test result, resolution meetings are held with the parties involved and staff of concerned department are in attendance to provide expertise.
7. Where the outcome of the test showed that the failure was as a result of non- compliance to standard requirements (substandard product);
8. the manufacturer/dealer makes a replacement with quality product or a refund to the complainant.
9. Inspectorate and Compliance Department is notified for enforcement operation to prevent further circulation of the substandard product to unsuspecting consumers.
10. Where the outcome showed that failure of the product was as a result of mishandling;
11. The complainant is educated on the importance of handling the product as prescribed by the manufacturer.
12. To close the complaint, a letter of satisfaction must be obtained from the complainant or a report of action taken from Inspectorate and Compliance Directorate or a letter of referral to the relevant agency.
OUTPUT TO CONSUMER FOR VALIDATED COMPLAINTS
Consumer complaint resolution considers the 4Rs
1. REPAIR- restore to a good condition or to make function again
2. REPLACE- the action of substituting a product with another
3. REFUND- monetary return on purchased item
4. REFER- to other agencies like trademark & patent, NAFDAC, CPC
This is in recognition of the right of a consumer in the resolution of complaints. These rights are;
1. The right to be heard
2. The right to safety
3. The right to redress
4. The right to a healthy environment
5. The right to be informed
6. The right to choose
7. The right to consumer education
8. The right to satisfaction of basic needs
FLOWCHART OF THE COMPLAINT HANDLING PROCESS
Receipt of complaints
Validation of complaints
Documentation and acknowledgement
Investigation of complaints through resolution meetings, testing, inspection and market surveillance
Customer Satisfaction and Continual Improvement
Consumer Complaints Handling
CONSUMER COMPLAINT RESOLUTION PROCESS- SERVICES
1. The complaint on services rendered by the SON are received via phone, email, surface mails, inspection feedback, customer feedback forms or through stakeholder forum.
2. The complaints are acknowledged
• Immediately if via phone
• 24hrs via email
• 48hrs by surface mails
• Immediately by stating the mode of investigation and validation process if feedbacks are received through stakeholder forum
3. Complaint is documented and validated
4. The process of validation may include
• Review of the authenticity of complaint/claim
• Establishment of relevance to SON
• Invitation to party (ies)
5. Once the complaint on service is authenticated, actions are taken to
• Correct the anomaly
• Offer training to address gaps
• Customer relationship management and consumer engagement
• Penalise offenders