LASTMA LAUNCHES WALK-IN COMPLAINT CENTRE TO STRENGTHEN PUBLIC ACCOUNTABILITY
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By; Aina Daniel
The Lagos State Traffic Management Authority has launched a Physical Complaint Centre at its headquarters in Oshodi to give residents a dedicated avenue to report traffic-related issues, lodge complaints and make enquiries about the conduct of its officials.
The agency said the initiative is part of its ongoing reforms aimed at promoting transparency, accountability and improved public service delivery.
The announcement was made in a statement posted on LASTMA’s official X account on Thursday.
The new facility comes less than a month after the agency introduced its 3367 toll-free call centre, which recorded 2,843 interactions from members of the public between June 28 and July 29, 2026.
According to LASTMA, the call centre handled 1,047 enquiries, received 709 commendations, responded to 400 reports of road accidents and vehicle breakdowns, processed 163 formal complaints and 11 information requests, while successfully resolving 468 cases.
The agency also reported 45 unsuccessful calls, attributing them to abandoned calls, network disruptions and other technical challenges.
Speaking on the initiative, LASTMA General Manager, Olalekan Bakare-Oki, said the walk-in complaint centre complements the agency’s digital reporting platforms by providing an alternative for residents who prefer in-person engagement.
“The Physical Complaint Centre complements our 3367 Toll-Free Call Centre by providing members of the public who prefer face-to-face engagement with a convenient platform to report traffic-related concerns, seek clarifications and lodge complaints regarding the conduct of our officers,” he said.
Bakare-Oki assured residents that all complaints would be handled professionally and investigated in accordance with established administrative procedures and the principles of natural justice.
He described the strong public response to the toll-free call centre as a reflection of increasing confidence in the agency’s commitment to transparency and quality service.
“The overwhelming public response is a profound affirmation of the agency’s unwavering pursuit of operational excellence, institutional integrity, administrative transparency and service delivery anchored on the highest standards of professionalism,” he said.
The LASTMA boss reaffirmed the agency’s zero-tolerance stance on corruption, extortion, misconduct and abuse of office, warning that any officer found guilty after due investigation would face disciplinary measures in line with the Public Service Rules and the agency’s internal disciplinary procedures.
He encouraged Lagos residents to make use of both the Physical Complaint Centre and the 3367 toll-free hotline to report traffic emergencies, seek information and provide feedback to support more effective traffic management across the state.
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