The Lagos State Traffic Management Authority (LASTMA) has inaugurated a Physical Complaint Centre (PCC) at its headquarters in Oshodi, as part of efforts to improve transparency, accountability and public confidence in the agency’s operations. The initiative provides motorists and residents with a dedicated walk-in platform to report complaints, seek clarification and provide feedback on the conduct of LASTMA personnel and traffic management services.
According to LASTMA General Manager Olalekan Bakare-Oki, the centre is designed to ensure that complaints from members of the public are handled promptly, fairly and professionally. He explained that the facility complements the agency’s digital reporting channels and aims to make it easier for Lagos residents to engage directly with the authority on issues affecting traffic management and service delivery.
The Physical Complaint Centre forms part of a broader customer service initiative that also includes a 24-hour call centre, a dedicated website, a whistleblower application and a research and data department. Together, these platforms are intended to improve communication between the agency and the public while promoting greater oversight of LASTMA’s activities.
Bakare-Oki urged motorists and other road users to make use of the complaint centre to report cases of misconduct, abuse of office or poor service by traffic officials. He assured residents that every complaint would be investigated thoroughly and that officers found guilty of misconduct would face appropriate disciplinary measures, reaffirming the agency’s commitment to professionalism and ethical conduct.
The launch of the complaint centre aligns with ongoing reforms by the Lagos State Government aimed at improving public service delivery and rebuilding trust in traffic management institutions. LASTMA said it remains committed to creating a transparent, responsive and citizen-focused traffic management system that prioritises accountability while enhancing safety and order on Lagos roads.
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