Business
Dangote lauds Lagos Govt. on consumer rights advocacy
Dangote lauds Lagos Govt. on consumer rights advocacy
…says, manufacturers must focus on consumers’ rights.
The Group Executive Director, Commercial Operations of Dangote Industries Limited (DIL), Hajia Fatima Aliko Dangote, on Friday lauded and congratulated the Lagos State Consumer Protection Agency (LASCOPA) on the successful hosting of the 2024 World Consumer Rights Day, noting that consumers have the right to accurate, transparent, and easily understandable information about products and services.
Speaking at the event, Fatima Aliko Dangote, said, “…in these days of artificial intelligence, where consumers are buffeted with information on many products and services which may turn out to be false or less than what is promised”, they have the rights to know all the key information on the product and services.
She said: “We need businesses to adopt ethical business practices that prioritize the well-being of consumers and the planet. We need educational initiatives that empower consumers with the knowledge and skills to navigate the complexities of the modern marketplace,”
She called for robust regulatory frameworks that safeguard consumer rights across borders as well as collective action from stakeholders to address the emerging challenges in the sector.
For Dangote Industries Limited, (DIL), however, she maintained that the company prioritizes the rights of its consumers in all its processes by adhering to the prescribed standards in ensuring that its products are safe for use and consumption.
She then called on manufacturers to adhere to the fundamental principles of consumer rights, which are the right to safety, and information, the right to choose, the right to redress, and the right to a healthy environment.
While warning that consumers who are adversely affected by harmful products will spend huge amounts of money and time on treatment, which affects productivity, she noted that Dangote product packages are labeled with accurate information that makes it easy for customers to make decisions.
“For us at Dangote Group, the consumer remains king, and issues on their rights remain at the forefront of our processes. We adhere to the prescribed standards to ensure that our products are safe for use and consumption. We believe that consumers will always demand goods and services that have safety standards. From cement to sugar, seasoning, salt, fertiliser, and refined petroleum products, we adopted high safety standards to ensure that consumers get the best from us. Harmful products will not affect only the consumer but in the long run, affect the industry and economy,” she said.
Fatima Aliko Dangote noted that the event was an opportunity to reflect on the core values of fairness, transparency, and empowerment in the marketplace and on the rights of every individual who participates in the global economy as a consumer.
While noting that consumers play a vital role in the value chain as the final end-users of products and services, she stressed that they wield immense power, granting them the right to demand quality, safety, sustainability, and ethical practices from businesses and governments alike.
She recalled that the importance of the consumer led to the establishment of the Consumer Protection Council (CPC) which later became the Federal Competition and Consumer Protection Commission (FCCPC) with the mandate to educate consumers about their rights, responsibilities, and market dynamics as well as providing them with the knowledge and tools to make informed decisions and avoid anticompetitive and consumer protection violations.
She, however, noted that manufacturers and providers of services should understand that despite all precautions and efforts, consumers might find flaws and faults with products, hence, the need to have access to effective grievance mechanisms for upholding consumer rights.
“It is in recognition of this right that we established the Dangote Group Customer Care Centre. The centre, is devoted to the needs, demands, and complaints of customers and consumers of our products. The Customer Care Centre caters to all categories of customers including those who are willing to become distributors of our products. We ensure that the rights of consumers are protected through prompt and effective resolution of issues and challenges that are brought to our attention. The centre serves as a feedback mechanism for consumers to tell us their impressions and feelings about our products,” she added.
Fatima Dangote who congratulated the Lagos State Consumer Protection Agency (LASCOPA) on the successful hosting of the event, said that consumers have the right to accurate, transparent, and easily understandable information about products and services. She said this is important, especially in these days of artificial intelligence, where consumers are buffeted with information on many products and services which may turn out to be false or less than what is promised.
“We need businesses to adopt ethical business practices that prioritize the well-being of consumers and the planet. We need educational initiatives that empower consumers with the knowledge and skills to navigate the complexities of the modern marketplace,” she said.
She called for robust regulatory frameworks that safeguard consumer rights across borders as well as collective action from stakeholders to address the emerging challenges in the sector.
Can We Have More Bankers Like Victoria Mulero? An epitome of ‘omoluabi’
In February of this year, I needed to open a new bank account for salary purposes, as required by the management of the new company I had just joined.
I considered First Bank, Access Bank, and Sterling Bank. After some thought, I chose Sterling Bank—not because I found them superior—but because I believed they had fewer customers, which I hoped would save me from long queues and unnecessary delays.
I visited the Sterling Bank branch at Akowonjo to open the account. Unfortunately, the staff member who attended to me didn’t inspire confidence. She appeared distracted—smiling at her phone, clearly engrossed in a private chat—far from the level of professionalism one would expect in a bank setting. I had a feeling this would lead to problems down the line.
When my first salary was paid into the account, my suspicion was confirmed. Sterling Bank restricted access to my funds—I couldn’t transfer money or make withdrawals at the counter. I visited their Fatai Atere branch at Ladipo, Mushin to complain, where I was informed that the account opened for me was a “Kaikai” account—a type I had never heard of. Apparently, this account type is meant for individuals who lack the required documents during account creation. But I had submitted all necessary documents, so why was such an account opened for me?
At the Fatai Atere branch, I was attended to by a remarkable banker named Victoria Mulero. She requested my NIN, which I didn’t have on me at the time. Rather than send me back home, she asked if I had a digital copy. I did, and she graciously gave me her email address so I could forward it to her. With that, she resolved the issue promptly and professionally.
However, the following month, in March, the same restriction happened again. I returned to the Fatai Atere branch, and once again, Victoria Mulero handled my complaint with efficiency and kindness, resolving it without delay.
I hoped the matter was finally settled, but when my April salary arrived, the restriction was imposed yet again. This time, I was beyond frustrated and ready to replace Sterling Bank as my salary account. Still, I visited the Fatai Atere branch one last time. Once more, Victoria Mulero resolved the issue with grace and determination.
This write-up is a tribute to Victoria Mulero of Sterling Bank, Fatai Atere branch. She is a rare gem—respectful, diligent, and genuinely customer-focused. She went above and beyond, following up with the Akowonjo branch through calls and emails until the matter was fully resolved. She handled every situation with patience and empathy, treating the job as if the bank belonged to her family.
To be honest, I’ve had unpleasant experiences with many bankers, especially female staff. Too often, they carry personal frustrations into the banking hall and take it out on customers. But Victoria is different. She exemplifies what true customer service should be.
We may not all be the same, but treating people with respect and kindness is a skill that can be learned—and Victoria clearly has. Let’s celebrate her for being a model professional and a beacon of hope in an industry that too often lacks empathy.
Without any fear of contradiction, I say boldly that Victoria Mulero is a good ambassador of Sterling Bank and her parents too deserve encomium for raising a well trained daughter and impacting an attitude of ‘ omoluabi’ in her. We need more of Victoria Mulero in our banking industry.
Seun Jacob Ogunbiyi
Known as Olùkọ́, the therapeutic writer and Lagos based journalist
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