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…Agency Strengthens Transparency, Accountability with Physical Complaint Centre in Oshodi
The Lagos State Traffic Management Authority (LASTMA) has reaffirmed its commitment to transparency, accountability and citizen-focused service delivery following the successful handling of 2,843 public engagements within the first 30 days of operation of its newly inaugurated 3367 Toll-Free Call Centre under the Agency’s Digital Centre.
The development highlights the growing confidence of Lagos residents, particularly motorists, in LASTMA’s efforts to provide accessible and responsive channels for enquiries, complaints, feedback and traffic-related reports aimed at improving road safety and enhancing traffic management across the state.
According to operational records covering the period between June 28 and July 29, 2026, the toll-free platform received 1,047 enquiry calls, 709 commendation calls, 468 successfully resolved cases, 400 reports relating to accidents and vehicular breakdowns, 163 formal complaints and 11 requests for information. A total of 45 calls were unsuccessful due to abandoned calls, network disruptions and other technical challenges.
The General Manager of LASTMA, Mr. Olalekan Bakare-Oki, described the impressive response from the public as a strong indication of the effectiveness of the Agency’s ongoing reforms and its commitment to professional, transparent and accountable service delivery.
Bakare-Oki also disclosed that, in addition to the 3367 Toll-Free Call Centre, LASTMA has established a Physical Complaint Centre at its headquarters in Oshodi to provide residents with an alternative platform for lodging complaints, making enquiries and reporting concerns relating to traffic operations and the conduct of personnel.
He explained that the Physical Complaint Centre forms part of the Agency’s broader institutional reform programme designed to deepen public trust, improve accountability and strengthen engagement between LASTMA and road users.
“The Physical Complaint Centre complements our 3367 Toll-Free Call Centre by providing members of the public who prefer face-to-face interaction with an avenue to report concerns, seek clarifications and lodge complaints regarding the activities of our officers. Every complaint received is treated with utmost seriousness and investigated in line with established procedures and principles of fairness,” Bakare-Oki stated.
The LASTMA helmsman further reiterated the Agency’s zero-tolerance stance against corruption, extortion, misconduct and abuse of office, assuring Lagos residents that all genuine complaints received through its various channels would be thoroughly investigated and addressed appropriately.
He added that officers found culpable after due process would face necessary disciplinary measures in accordance with the Public Service Rules and the Agency’s disciplinary framework.
According to him, both the Digital Centre’s 3367 Toll-Free Call Centre and the Physical Complaint Centre represent key components of LASTMA’s transformation agenda aimed at promoting transparency, strengthening accountability and ensuring seamless communication with motorists, commuters and other stakeholders.
Bakare-Oki urged motorists, transport operators, corporate organisations, civil society groups and other stakeholders to continue using the Agency’s feedback and complaint platforms responsibly, noting that public participation remains crucial to achieving safer roads, improved traffic management and a more efficient transportation system in Lagos State.
Adebayo Taofiq
Director, Public Affairs and Enlightenment Department, LASTMA
