By Joshua Yousouph
The Council for the Regulation of Freight Forwarding in Nigeria (CRFFN) has launched a digital complaints platform aimed at addressing malpractice, inefficiencies, and disputes within Nigeria’s freight forwarding and logistics sector.
The initiative follows the rollout of the National Single Window, with stakeholders highlighting the need for a centralized system where industry players and the general public can report operational challenges across the port value chain.
The platform, known as the CRFFN Complaints Platform, is designed to receive, track, and facilitate the resolution of complaints from freight forwarders, importers, exporters, clearing agents, shipping companies, and other port users.
According to the Council, the system enables users to report issues such as overcharging, delays in cargo clearance, unethical practices, and regulatory breaches involving both private operators and government agencies.
It also provides real-time tracking of complaints, allowing users to monitor progress while the Council mediates disputes or takes regulatory action where necessary.
Industry concerns that can be reported on the platform include unprofessional conduct by freight forwarders, disputes over service charges, fraud or misrepresentation, non-compliance with CRFFN regulations, and post-clearance interceptions by state and non-state actors.
The Council noted that the platform is expected to enhance transparency, promote accountability, and improve service delivery standards across the logistics ecosystem. It is also aimed at protecting importers, exporters, and other service users from exploitative practices.
The development is part of CRFFN’s broader strategy to digitize the freight forwarding sector, strengthen regulatory compliance, and support ongoing reforms under Nigeria’s marine and blue economy agenda.
Stakeholders believe the platform will play a critical role in reducing bottlenecks at the ports and restoring confidence in the country’s trade facilitation processes.
