The respondents’ level awareness of the process of registering complaints encountered in the course of the programme is stated below:
21,598 respondents, representing 50.05% of total sample, reported registering complaints with the community facilitator as the right procedure while 14.83% claimed not to be aware of the procedure to follow in the event of having a complaint. The confidence intervals indicate that the proportion of total programme beneficiaries who lack knowledge of the procedures of registering complaints fall within 14.49% and 15.16%.
- 27.90% highlighted their community leader as the person to report complaints to.
- 4.54% identified calling the NCTO line as the procedure
- 1.26% noted the filling of the grievance register
Probing the respondents to find out if they had any complaint about the programme, 1841 persons, representing 4.27% of the aggregate respondents, acknowledged having a complaint. The confidence interval estimate indicates that 4.08% and 4.46% of the total NCTP beneficiaries were likely to have a complaint. The majority of respondents, specifically 40,402, representing 93.63%, reported not having any complaint as at the time of the monitoring exercise. Stated below are some of the main complaints made:
- Request for increment of the money: About 12.33% (i.e. 222 respondents) complained that the amount given, i.e. N10,000, was grossly inadequate. This complaint was prevalent in the North-Central (20.94%), South-South (54.17%) and South-West (26.05%). A male respondent in Ado LGA in Ekiti State in South-West pleaded, “The money is too small [and] pleading for increment”. Another female beneficiary in Nasarawa LGA of Nasarawa State in the North Eentral geo-political zone pleaded, “We need federal government to increase the money”; another female respondent in Calabar south LGA of Cross River State in the South-South geo-political zone noted thus, “I want the government to please increase this our money so that we can buy more farm tools”.
- Deductions by programme officials and family: Close to a tenth of the respondents (1121 or 53%) complained of deductions by programme officials, family members and cooperatives. This incidence was found to occur more in the North-Central (24.36%) and North-West (19.35%) geo-political zones and least in the South-South (2.50%) and South-West (1.40%) geo-political zones. A female beneficiary residing at Abaji in the Federal Capital Territory in the North-Central zone asserted thus, “Money not always complete sometimes 9500, 8000 etc.”. A female beneficiary in Rimi, Katsina State in the North-West zone noted, “They should stop removing 2000 from our money”.
- ID card related challenges: Other complaints border on ID card issues (3.15%) For example, concerning this challenge, a woman from Bebeji, Kano State, opined: “They refused to pay us because we don’t have the new card”.
- Delayed, irregular or late payments: This accounted for 1.68% of complaints. An instance of this complaint was made by a female beneficiary in Ibadan, North West LGA, Oyo State in the South West geo-political zone when stating, “I was not paid two times this year’’
- Tedious payment process: Some beneficiaries complained of the tedious process associated with the collection of the money.. Examples of this include queues and poor sitting (1.63%) and long distance to pay point (1.52%). These incidence were prevalent in the South West geopolitical zone. A female beneficiary in Ado LGA in Ekiti State noted thus, “The point for collection of the money is so stressful.” Also, a female respondent in Ido LGA in Oyo State noted, “(we) spend too much time before being attended to”.
- Distance to payment point: With respect to challenges with the distance to the payment point, a female beneficiary from Yakurr LGA in Cross River State, in the South-South geo-political zone responded, “the transport we spend on going to collect our money is much. I suggest we should be paid in our account”, whilst another in Ado LGA, Ekiti State in the south West noted, “Venue for collecting money is too far for the elderly”.
- Poor Feedback on registered complaints:
Proportion of respondents who had registered a complaint
The survey questioned the complainants if they registered their complaints with the appropriate authorities.
Less than half, i.e.798 persons, representing 43.35% of the total complainants, affirmed they had, while 697 persons or 37.86% did not.
- The results of the feedback received by the 798 persons that registered complaints suggests a poor feedback mechanism in the NCTP. Majority of respondents who registered complaints did not get their complaints resolved (77.95%) and about 65% of the respondents did not get any feedback for their registered complaint. Furthermore:
- 29 persons (3.63%) had their complaint solved and received feedback
- 92 persons (11.53%) had the complaint solved but received no feedback
- 188 persons (23.56%) did not have their complaint successfully addressed but received feedback
434 persons (54.39%) did not have their complaint addressed nor received feedback.