LASTMA opens physical complaint centre to boost public accountability
The Lagos State Traffic Management Authority has established a Physical Complaint Centre at its headquarters in Oshodi to provide residents with a dedicated platform to report traffic-related concerns, lodge complaints and make enquiries about the conduct of its personnel.
The agency said the initiative forms part of ongoing reforms aimed at promoting transparency, accountability and citizen-centred service delivery.
The announcement was contained in a statement posted on the agency’s official X handle on Thursday.
The development comes barely a month after LASTMA inaugurated its 3367 toll-free call centre, which has already recorded 2,843 public engagements between June 28 and July 29, 2026.
According to the agency, the hotline handled 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.
LASTMA also recorded 45 unsuccessful calls, which it attributed to abandoned calls, network interruptions and other technical issues.
Speaking on the new complaint centre, the General Manager of LASTMA, Mr Olalekan Bakare-Oki, said the facility would complement the agency’s digital reporting channels by providing members of the public who prefer face-to-face interactions with an avenue to report grievances and seek clarification on traffic-related issues.
“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 noted that every complaint received would be treated with utmost seriousness and investigated in line with established administrative procedures and the principles of natural justice.
The LASTMA boss described the response to the toll-free call centre as evidence of growing public confidence in the agency’s operations.
“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.
He reiterated the agency’s zero-tolerance policy towards corruption, extortion, misconduct and abuse of office, assuring Lagos residents that any officer found culpable after due investigation would face disciplinary action in accordance with the Public Service Rules and the agency’s disciplinary framework.
Bakare-Oki urged members of the public to take advantage of both the Physical Complaint Centre and the 3367 toll-free hotline to report traffic emergencies, seek information and provide feedback that would improve traffic management across Lagos.
