The Council for the Regulation of Freight Forwarding in Nigeria (CRFFN) has unveiled a digital complaints platform to address malpractice and operational inefficiencies.
The initiative follows the recent rollout of the National Single Window and is designed to provide a centralised reporting system for freight forwarders, importers, exporters, clearing agents, shipping companies, and the general public to lodge complaints related to activities within the sector.
The platform, accessible via https://integritynigeria.org/portcallassist/mobile.php, serves as an official channel for receiving, tracking, and resolving disputes and reports of unethical conduct within the freight forwarding ecosystem.
According to CRFFN, the digital platform is tailored to handle a wide range of issues, including overcharging, delays in cargo clearance, fraud, misrepresentation, regulatory breaches, and unprofessional conduct by industry operators. It also covers disputes over service charges, non compliance with CRFFN regulations, and post clearance interceptions by both state and non state actors.
A key feature of the system is its real time tracking capability, which allows users to monitor the progress of their complaints from submission to resolution. The Council noted that this would not only enhance transparency but also build trust among stakeholders by ensuring that reported cases are promptly addressed.
The Council further emphasised that the platform will serve as a regulatory tool to hold licensed freight forwarders, government officials, logistics operators, and shippers accountable for infractions. Where necessary, the Council will mediate disputes or take appropriate enforcement actions in line with its mandate.
The platform is part of its broader strategy to digitise the freight forwarding ecosystem, improve compliance, and enhance operational efficiency across ports and border stations.
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