How to File or Register a Complaint with National Civil Aviation Authority in Nigeria

File or Register a Complaint with National Civil Aviation Authority in Nigeria By Yourself

The NCAA has instructed all service providers to establish their own Customer Affairs Units (CAU). Customers who are not satisfied with their service should first complain to the CAU of the relevant service provider, then forward it to NCAA’s Consumer Protection if they are still unhappy.

  • The applicant must visit the NCAA office or any Consumer Protection cubicle/service desk to file or register a complaint with the National Civil Aviation Authority.
  • You can find the address and contact information of the Nigerian Civil Aviation Authority, (NCAA), at the following link: Contact link

 

  • Visit the office to obtain a Consumer Protection Complaint/Suggestion Form from the relevant department.
  • Please complete the form with all details regarding the complaint, the complainant, and the incident.
  • You can also write a complaint letter by yourself, stating the exact complaint and the requested redress. It should be addressed to the Director General at NCAA with the note “Attention: Director Consumer Protection”.
  • Attach all relevant documents to the complaint along with the letter/complaint form.
  • Drop the Hard Copy complaint in any Consumer Protection cubicle or complaint/ suggestion box. You can also submit it in person to the NCAA office.
  • You can also scan the complaint and any required documents and send them to the following email ID: CPD@ncaa.gov.ng
  • The complaint and any attached documents are processed and analysed after submission.
  • Consumer Protection will communicate to the complainant at each stage the findings of the service provider and any other information.
  • To resolve complex complaints, the Department may convene tripartite meetings that include the complainant, the service provider, and the NCAA.

Apply Online

  • Online filing of a NCAA complaint is possible by completing the NCAA web form or Non Punitive Report online.
  • You can find the online form for Consumer Protection Complaint/Suggestion at the following link: Link
  • Follow the link to complete the online form.
  • Click “Choose Files” to attach all required documents, then check them once more and click the “Submit” button.
  • Email with a successful complaint submission will be sent to your email ID.
  • Click the link Link to file a Non Punitive Report.
  • Click “Submit” to complete the form. An email with a successful complaint submission will be sent to your email ID.
  • The complaint and any attached documents are processed and analysed after submission.
  • Consumer Protection will communicate to the complainant at each stage the findings of the service provider and any other information.
  • To resolve complex complaints, the Department may convene tripartite meetings that include the complainant, the service provider, and the NCAA.

Send an email

  • The applicant must send an email in the prescribed format to NCAA’s Consumer Protection Department to file a complaint.
  • You can find the address and contact information of the Nigerian Civil Aviation Authority, (NCAA), at the following link: Contact link
  • To obtain a complaint form from the NCAA, visit the office. Or, you can write a letter to the Director General at NCAA, Attention the Director Consumer Protection, indicating the exact nature of the complaint and the requested redress.
  • Send scanned copies of your completed complaint letter or form, along with any other documents required to support the complaint to cpd@ncaa.gov.ng
  • You can also send an email to the Director General at NCAA, Attention the Director Consumer Protection, describing the matter and the desired remedy.
  • Send the scanned copies along with your mail to cpd@ncaa.gov.ng
  • The complaint and any attached documents are processed and analyzed after submission.
  • Consumer Protection will communicate to the complainant at each stage the findings of the service provider and any other information.
  • To resolve complex complaints, the Department may convene tripartite meetings that include the complainant, the service provider, and the NCAA.

Documents Required For File or Register a Complaint

  • Completed Complaint/Suggest form or regular complaint letter
  • If applicable, a copy of the flight ticket
  • If applicable, copy of baggage tags
  • If applicable, copy of the airway bills
  • Documents supporting the complaint (if applicable).

Find Office Locations and Contacts

Lagos Office,Nigerian Civil Aviation Authority,
Aviation House
Murtala Muhammed Airport,
P.M.B 21029,
21038 Ikeja Lagos,
Nigeria.
TEL: 234-1-2790421
E- mail: info@ncaa.gov.ng
Website: Link
Contact link: Link, Link

What are all the Eligibility

  • If a customer is unhappy with an NCAA-authorized aviation service provider, they can file a complaint or raise an issue.

Fees

This service is completely free.

Instructions

  • In the letter/complaint form, clearly state the full name and contact information of the complainant.
  • You should be prepared to provide any additional information or attend meetings that may be necessary during the investigation.
  • No matter what the outcome of a complaint or whether Consumer Protection was involved, parties can seek legal or other appropriate remedies.

Requirements Information

  • Name of the applicant
  • Phone number and email address
  • Date/Time of Incident
  • The incident’s location
  • Name of the respondent
  • Number of Airway bills
  • Baggage number
  • Number of the ticket
  • Name of the airport and type of flight
  • Route operation
  • Nature of the remedy

You will need the document

    • If a customer is aware of a violation or inadequacy in the service provided to them by their NCAA-authorized service provider, they should notify the Nigerian Civil Aviations Authority.

Source

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