LASTMA opens physical complaint centre to enhance transparency, engagement

The Lagos State Traffic Management Authority (LASTMA) has officially established a new Physical Complaint Centre at its Oshodi headquarters to provide residents with a dedicated platform to report traffic-related concerns, lodge complaints and make enquiries about the conduct of its personnel.

 The walk-in facility is part of broader institutional reforms aimed at enhancing public accountability, transparency, and providing a face-to-face alternative for citizens to air grievances.

This 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.

Speaking, the General Manager of LASTMA, Mr. Olalekan Bakare-Oki, described the response as “a profound affirmation of the Agency’s unwavering pursuit of operational excellence, institutional integrity, administrative transparency and service delivery.”

He said the volume of calls shows growing public confidence in LASTMA as a responsive institution committed to road safety and traffic order across Lagos.

Beyond the call centre, Bakare-Oki disclosed that the Physical Complaint Centre at its Headquarters in Oshodi would allow residents who prefer face-to-face engagement to lodge complaints and make enquiries.

“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.

He added that every complaint received “is accorded the utmost seriousness and subjected to painstaking investigation in strict compliance with established administrative procedures, extant regulations and the immutable principles of natural justice.”

The LASTMA boss reiterated the agency’s zero-tolerance policy against corruption, extortion, and unprofessional conduct.

“Every genuine complaint received through any of the Agency’s reporting channels would be subjected to an impartial, transparent and exhaustive investigation, and any officer found culpable, following due process, would be sanctioned in accordance with the extant Public Service Rules and the Agency’s disciplinary framework,” Bakare-Oki stated.

He noted that both the toll-free line and the physical centre are “integral pillars” of LASTMA’s broader institutional reform agenda aimed at entrenching transparency, strengthening public trust, and improving communication with road users.

Bakare-Oki, therefore, appealed to motorists, commuters, transport operators, corporate organisations and civil society groups to make responsible use of the channels, saying public participation is critical to safer roads and a more efficient transportation system in Lagos.

𝕤𝕖𝕖 𝕞𝕠𝕣𝕖/𝕨𝕒𝕥𝕔𝕙 𝕥𝕙𝕖 𝕧𝕚𝕕𝕖𝕠 𝕙𝕖𝕣𝕖