NAFDAC 24-Hour Call Centre Initiative – Strengthening Consumer Protection and the Need for Legislative Oversight

Abstract

The National Agency for Food and Drug Administration and Control (NAFDAC) has inaugurated a 24-hour call centre in Abuja in partnership with Interra Networks Ltd to enhance regulatory responsiveness and consumer engagement. The platform is designed to receive complaints, enquiries, and reports relating to food, drugs, vaccines, medical devices, cosmetics, and other regulated products, while also supporting NAFDAC’s broader digital transformation efforts in product registration and compliance. According to the Director General, Mojisola Adeyeye, the initiative aims to improve service delivery, facilitate trade, and strengthen surveillance against substandard and falsified products. While the initiative represents a positive step toward improving consumer protection and regulatory efficiency, several policy concerns arise. The long-term sustainability of the call centre remains uncertain, particularly in light of funding constraints that could affect service continuity and quality. The outsourcing of call centre operations to a private firm raises additional concerns regarding data privacy, service standards, and accountability in handling sensitive consumer information. Furthermore, there is limited clarity on complaint resolution timelines, service-level agreements, and mechanisms for tracking outcomes, raising the risk that complaints may not translate into timely regulatory action. The effectiveness of the call centre will also depend on its integration with NAFDAC’s enforcement and surveillance systems. Weak coordination could delay responses to reported cases and limit the agency’s ability to curb the circulation of unsafe or counterfeit products. In addition, the absence of a clearly defined public awareness strategy and accessibility framework may limit the reach of the platform, particularly among rural populations, low-literacy groups, and persons with disabilities. Given its constitutional oversight responsibilities, the National Assembly has a critical role in ensuring that the initiative delivers value, protects consumer rights, and strengthens public health regulation. Legislative engagement is necessary to ensure transparency in the public-private partnership, safeguard data protection, and guarantee measurable service outcomes. Accordingly, the National Assembly, through its Committees on Health, Commerce, Industry, and Communications/ICT, may consider the following actions: 1. Invite NAFDAC to provide details on the funding model and sustainability plan for the call centre, including long-term financial commitments. 2. Request disclosure of the partnership agreement with Interra Networks Ltd, including data protection safeguards, performance benchmarks, and accountability mechanisms. 3. Mandate the development and publication of clear complaint resolution frameworks, including timelines, response rates, and periodic performance reports. 4. Require NAFDAC to demonstrate integration with enforcement systems, ensuring that complaints lead to inspections, regulatory actions, and prosecution where necessary. 5. Encourage nationwide awareness and accessibility measures, including multilingual outreach, rural engagement strategies, and inclusive access for persons with disabilities. 6. Support broader regulatory digitisation efforts by leveraging the call centre to strengthen digital systems for product registration, tracking, and consumer feedback.