LASTMA opens physical complaint centre to boost public accountability

The Lagos State Traffic Management Authority (LASTMA) has launched a Physical Complaint Centre at its headquarters in Oshodi, providing residents with a direct channel to address traffic-related concerns. This new facility is part of the agency's ongoing reforms to foster transparency, accountability, and a citizen-centered approach to service delivery.

The initiative follows closely on the heels of LASTMA's inauguration of its 3367 toll-free call center on June 28. Between June 28 and July 29, the call center recorded 2,843 public engagements. These included 1,047 inquiries, 709 commendations, 400 reports of accidents and breakdowns, 163 formal complaints, and 11 information requests, with 468 cases successfully resolved. The agency attributed 45 unsuccessful calls to factors like abandoned calls and network issues.

Mr. Olalekan Bakare-Oki, the General Manager of LASTMA, stated that the Physical Complaint Centre will work in tandem with the toll-free hotline. It offers a platform for individuals who prefer face-to-face interactions to report grievances, seek clarifications, and lodge complaints regarding the conduct of LASTMA personnel.

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The Physical Complaint Centre complements our 3367 Toll-Free Call Centre by providing members of the public who prefer face-to-face engagement with a convenient platform to report traffic-related concerns, seek clarifications and lodge complaints regarding the conduct of our officers.

Bakare-Oki assured the public that all complaints received would be treated with utmost seriousness and investigated thoroughly according to established procedures and principles of natural justice. He highlighted the positive public response to the toll-free center as a sign of growing confidence in LASTMA's operations, emphasizing the agency's commitment to professionalism, integrity, and transparency.

The agency reiterated its strict zero-tolerance policy towards corruption, extortion, and misconduct. Any officer found culpable after due investigation will face disciplinary action. Bakare-Oki encouraged Lagos residents to utilize both the Physical Complaint Centre and the toll-free hotline to report emergencies, seek information, and provide feedback to improve traffic management in the state.

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The overwhelming public response is a profound affirmation of the Agency’s unwavering pursuit of operational excellence, institutional integrity, administrative transparency and service delivery anchored on the highest standards of professionalism.