CRFFN unveils cargo clearance complaint portal as Single Window goes live

The Council for the Regulation of Freight Forwarding in Nigeria (CRFFN) has introduced a complaint and feedback portal, a real-time reporting tool for freight forwarders and shippers to ensure transparency in cargo clearance as the National Single Window goes live.

Unveiled in Lagos on Thursday, the “complaint portal” is designed to capture the day-to-day experiences and operational problems of freight forwarders and clearing agents across the cargo clearance chain as workable data for regulators.

It was developed in partnership with the Denmark-based Maritime Anti-Corruption Network (MACN) and the Convention on Business Integrity (CBi), a consultancy firm based in Lagos.

Kingsley Igwe, the registrar of CRFFN, stated that the tool would enable operators to report delays, infractions, and bottlenecks as they occur, providing regulators with evidence-based insights that can be acted upon to improve service delivery and reduce fragmentation in the system.

“It’s a platform for reporting misdemeanours committed by actors on the cargo side of maritime activities,” the Council told BusinessDay.

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The National Single Window, which officially went live on Friday with import permit processing, is expected to cut costs and time for cargo clearance at Nigeria’s ports. Igwe said the ‘diary’ will support the phased rollout by generating actionable data that will assist regulators and policymakers in identifying inefficiencies and improving service delivery within the system.

Maria Gowon, a representative of MACN, said structured reporting had previously helped reduce corruption risks in Nigeria’s ports. The same approach is now being extended to cargo clearance processes on land.

Soji Apampa, CEO of CBI, reported that cases of extortion in Nigerian ports declined in recent years, falling from 266 incidents in 2019 to 28 in 2024, while operators have avoided over $300,000 in extortion demands.

Yet, he warned that fragmentation across the cargo clearance chain continues to drive delays and raise costs, undermining gains made so far. “Fragmentation is a gift to discretion, and discretion is the mother of delay,” he said, calling for stronger coordination across agencies and industry players.

Apampa also pushed for the creation of an Integrity Alliance Technical Platform to align stakeholders, standardise processes and strengthen data-driven decision-making across the sector.

Bethel Olujobi

Bethel Olujobi reports on trade and maritime business for BusinessDay with prior experience reporting on migration, labour, and tech. He holds a Bachelor's degree in Mass Communication from the University of Jos, and is certified by the FT, Reuters and Google. Drawing from his experience working with other respected news providers, he presents a nuanced and informed perspective on the complexities of critical matters. He is based in Lagos, Nigeria and occasionally commutes to Abuja.