LASTMA Opens Physical Complaint Centre to Strengthen Public Accountability

The Lagos State Traffic Management Authority (LASTMA) has established a Physical Complaint Centre at its headquarters in Oshodi to provide residents with a dedicated platform for reporting traffic-related concerns, lodging complaints and making enquiries about the conduct of its personnel. The initiative forms part of the agency's ongoing efforts to improve transparency, accountability and citizen-focused service delivery.

The new facility complements LASTMA's recently introduced 3367 toll-free call centre, which has recorded 2,843 public engagements within its first month of operation. According to the agency, the hotline received 1,047 enquiries, 709 commendations, 400 reports of road accidents and vehicle breakdowns, 163 formal complaints and 11 information requests, while 468 cases were successfully resolved.

Speaking on the development, LASTMA General Manager Olalekan Bakare-Oki said the Physical Complaint Centre was created to serve members of the public who prefer face-to-face interactions when reporting grievances or seeking clarification on traffic-related issues. He assured residents that every complaint would be investigated thoroughly in line with established administrative procedures and the principles of natural justice.

Bakare-Oki also reaffirmed the agency's zero-tolerance policy on corruption, extortion, misconduct and abuse of office. He stated that any officer found guilty after due investigation would face appropriate disciplinary measures in accordance with the Public Service Rules and LASTMA's internal disciplinary framework.

The agency encouraged motorists, commuters and other road users to utilise both the Physical Complaint Centre and the 3367 toll-free hotline to report traffic emergencies, provide feedback and help improve traffic management across Lagos State.