DIRECTORATE OF PUBLIC AFFAIRS AND CONSUMER PROTECTION

The Directorate of Public Affairs and Consumer Protection (DPA&CP) was created with sole responsibility to put the Agencies on their toes in terms of adequately addressing complaints by their respective stakeholders in the aviation industry.

The new DPA&CP comprises two (2) Departments and one (1) Unit. They are Public Affairs Department (PAD); Consumer Protection Department (CPD); and Protocol Unit (PU).

 PUBLIC AFFAIRS DEPARTMENT (DPA)

Public Affairs Department (DPA) is saddled with the responsibility of establishing and maintaining mutual understanding between Nigeria Civil Aviation Authority (NCAA) and its teeming stakeholders (publics). The Department creates goodwill, understanding, awareness and knowledge of NCAA.

The DPA is in charge of corporate communications within and outside the Authority.  It serves as the critical link between the Director General of Civil Aviation (DGCA) and the media in addition to making, presenting, projecting and protecting the corporate image of the NCAA. This is achieved by providing accurate and timely response to issues through the media.

The Department is functionally responsible to the DGCA while administratively under the Directorate. In doing this, the DGCA is able to maintain a high degree of public trust and confidence in the aviation sector.

CORE RESPONSIBILITIES:

• Chief image maker responsible for the corporate image of the Authority;
• Spokesman of the Authority;
• Gatekeeper of internal/external information for the Authority;
• Engendering goodwill between NCAA and its publics;
• Creating healthy working environment;
• Planning and execution of media campaign;
• Relating with the outside world on behalf of the Authority;
• Administering human and material resources;
• Knowing the policy direction of the Authority and be able to contribute to its formulation, execution and defence if the need arises;
• Ensuring that the Authority maintains a common identity on all issues at all time;
• Preparing / contributing to public speeches to be delivered by the management;
• Representing the Authority at public functions as may be directed by management;
• Participating in planning and budgeting;
• Collecting data and writing of high quality press releases;
• Preparing high quality scripts for publication in the internal/external media;
• Taking record at the Authority events/meetings with other corporate organizations;
• Placing adverts – Print/electronic media;
• Servicing the Notice Boards with news bulletin;
• Monitoring press– print electronic media;
• Organizing press briefings/conferences;
• Facilitation of Sponsorship of corporate events; and
• Any other Public Relations/related activity as may be directed by management.

The Department is structured into five (5) Units to enhance performance and engender accountability, effectiveness and efficiency. The Units are:

• News/Programme
• Publications, Adverts and Sponsorship
• Community Relations
• / Protocol & Passages
• Photography & Documentation

CONSUMER PROTECTION DEPARTMENT (CPD)

The Department of Consumer Protection (DCP) of the Nigeria Civil Aviation Authority (NCAA) was launched in March 2001 to ensure that all aviation consumers obtain the best services in air transportation.

The primary responsibility of the Consumer Protection Department is to serve as the eagle-eye of the industry responsible for informing, educating and protecting consumers as well as ensuring the provision and delivery of quality services in the aviation industry.

With the motto: “Your satisfaction…….. Our delight”, the DCP goal is to ensure that service provided in the aviation industry is of highest standard comparable to what obtains in any other part of the world and ensure that consumers are well informed of their rights and responsibilities.

CORE RESPONSIBILITIES:

The main objective of the Directorate of Consumer Protection is to create efficient and effective consumer protection machinery that will promote quality in service, mutual confidence among stakeholders and patronage of the aviation industry in Nigeria through the following measures, amongst others:

• Enforcing compliance of airlines and other service providers with relevant regulations;
• Collecting, collating and following up on consumers’ complaints to satisfactory conclusion;
• Ensuring that appropriate compensations are paid to complainants;
• Organizing and conducting public enlightenment programmes on the rights and responsibilities of both providers and users of air transport and allied services;
• Monitoring and inspecting cargo;
• Participating in inter-facilitation agencies' periodic meetings;
• Publishing journals periodically showing number of complaints resolved/unresolved and airlines' performance assessment;
• Participating in various stakeholders meetings, fora, symposia etc., where aviation issues are discussed;        
• Guiding individual service providers in setting up Consumer Affairs Unit to promote quality and consumer care in their respective operations;
• Publishing and circulating of enlightenment materials; and
• Collaborating with relevant government agencies NGOs, aviation media and industry trade associations on consumer issues.