Fifty years since its creation, Nigeria's Public Complaints Commission (PCC) finds itself at a pivotal moment - recognized for its endur...
Fifty years since its creation, Nigeria's Public Complaints Commission (PCC) finds itself at a pivotal moment - recognized for its enduring presence, but limited by years of insufficient funding, limited power, and sluggish progress. What started in 1975 as the country's primary body for safeguarding citizens has endured for half a century, yet it carries significant internal wounds and a pressing requirement for transformation.
At a press event in Abuja celebrating its 50th anniversary, the Commission's Chairman, Mallam Bashir Abubakar, revealed that the PCC has addressed more than 1.2 million complaints since its establishment, with 522,778 still being actively reviewed. These numbers highlight a commission deeply involved in Nigeria's pursuit of administrative justice—yet also illustrate a narrative of neglect, obsolete facilities, and insufficient political commitment to reinforce an institution designed to protect citizens from abuses of power.
Abubakar viewed the milestone as evidence of the public's trust in the Commission's impartiality, yet acknowledged that 'restricted financial resources still limit our activities.' He pointed out that insufficient funding and logistical support have hindered its nationwide impact and efficiency.
The PCC was envisioned as an institution representing the people. Its state offices allowed regular citizens to raise concerns about unfair dismissals, pension issues, land-related problems, and abuses within the bureaucracy. Although many of these actions did not receive media attention, they brought back self-respect and optimism to numerous Nigerians. However, after fifty years, the organization established to combat inefficiency is now experiencing it. Nigeria's Ombudsman, intended to ensure public institutions are responsible, has itself fallen victim to administrative neglect.
The Commission continues to face significant structural and financial issues. Due to insufficient funding for logistics, investigations, and staff development, the PCC still relies on outdated systems. Field officers do not have adequate mobility support, and digital tracking—common in contemporary governance—remains poorly developed. "Justice delayed is justice denied," Abubakar stated, detailing initiatives to digitize complaint handling and implement technology-driven tracking systems.
The modernization initiative could very well shape the PCC's next phase. Efforts are in progress to develop a digital system for handling complaints, featuring clear timeframes for resolution. However, technology by itself is insufficient. Genuine reform demands comprehensive digital transformation—rather than just digitization.
A specialized mobile application might enable residents to submit grievances, upload supporting documentation, and monitor proceedings instantly. Connection with government departments and organizations would expedite reactions and promote responsibility. Through fostering this openness, the PCC would regain community confidence and reestablish its significance.
Throughout the world, robust Ombudsman mechanisms demonstrate what Nigeria's PCC could achieve. Ghana's CHRAJ integrates human rights with administrative justice. Sweden's Ombudsman serves as the benchmark for independence, while Kenya's digital system enables citizens to monitor their complaints online. Canada's integrated network promotes transparency and timely resolution. The message is evident: efficiency arises from independence, technology, and enforcement. Nigeria needs to integrate these elements to evolve its PCC from a moral authority into a protector of citizens' rights.
Nations that have enhanced their Ombudsman bodies have done so by combining autonomy with technology focused on the needs of citizens. Nigeria should not be left out. A commission dealing with more than half a million active complaints deserves the resources to handle them effectively. Without automation, justice will stay sluggish, and public confidence in the process will keep declining.
However, technology by itself is not sufficient to save the PCC. The more fundamental issue is the absence of political determination. For many years, various governments have claimed to support accountability while failing to provide adequate resources to oversight bodies. Even more concerning, the PCC does not have legal authority to ensure that its recommendations are followed, enabling ministries and agencies to disregard its conclusions without facing consequences. This deficiency has undermined its ability to deter misconduct, turning its decisions into mere moral suggestions instead of enforceable instructions.
A commission lacking enforcement authority is similar to a court without a gavel—respectable, yet ineffective. For far too long, the PCC has used persuasion against strong bureaucratic systems. This needs to change. The National Assembly should view updating the PCC Act as a constitutional emergency, providing it with the ability to issue mandatory instructions, ensure adherence, and penalize non-compliant officials. Without these powers, the Ombudsman continues to be a lion without fangs, appearing significant but ignored. True responsibility requires that the PCC's statements hold legal weight.
Around the world, countries that prioritize justice have strengthened their Ombudsman bodies. In Sweden and New Zealand, their recommendations hold legal force; Ghana's CHRAJ combines human rights protection with anti-corruption authority; Kenya's Ombudsman has the power to call officials for questioning; and in Canada and the Philippines, they handle corruption cases directly. These examples show that independence and the ability to enforce decisions are key to a successful Ombudsman. Nigeria's PCC needs to transition from a passive mediator to an active protector of people's rights.
The larger issue, nevertheless, is why Nigeria continues to place little value on its accountability mechanisms. Fifty years of the PCC highlight a contradiction — a nation that praises justice but overlooks the systems that provide it. Without sufficient backing, the Ombudsman depends on the quiet commitment of its employees, many of whom have dedicated decades to making sure everyday Nigerians are listened to. Their persistence warrants acknowledgment and support.
On his behalf, Abubakar appears committed to redefining the role of the PCC. Since taking up his position, he has supported internal reorganization, tracking performance, and improved cooperation between agencies. His openness regarding the Commission's shortcomings is a positive change from traditional bureaucratic resistance. However, reform should go beyond words. It requires resources, personnel, and legal support.
A functional Ombudsman is essential in a democratic system. It is a must-have. Whenever a Nigerian encounters unfair treatment or mistreatment by a government official, the PCC serves as the final option beyond the court. Enhancing its capabilities would reduce the burden on the judiciary, accelerate administrative changes, and enhance public confidence in leadership.
The future of the PCC now hinges on a definitive national decision: to either revitalize it or turn it into a mere symbol. The statistics: over 1.2 million cases settled, with more than half a million still outstanding, illustrate a country seeking equity. Every complaint is not only a formality but also a citizen's plea for justice. To keep such an organization under-resourced is to go against the very people it was designed to serve.
As Nigeria moves forward, the message needs to be clear: the Ombudsman must be saved from slow decline. Support it. Finance it. Update it. The PCC is not a part of the government. It is an organization of the people. Its next fifty years should not focus on staying alive, but on change. Only then will Nigeria's Ombudsman fully achieve its original goal: to act as a bridge between citizens and authority—and ensure that government is accountable to the people.
Umar works as an instructor at the School of Management Studies, Nuhu Bamalli Polytechnic, Zaria.
Provided by SyndiGate Media Inc. (Syndigate.info).
