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Compliance
We take all complaints seriously. This procedure outlines how to raise a concern and what to expect from us.
Kolog Nigeria Limited is committed to providing a high standard of waste management service. When things go wrong, we want to know about it so we can put them right and prevent recurrence. We treat all complaints seriously, investigate them fairly, and respond within clear timeframes.
Complaints can be submitted through any of the following channels:
When submitting a complaint, please include your name, contact details, account number (if applicable), the date of the incident, and a clear description of the issue. This helps us investigate and respond efficiently.
We will acknowledge receipt of your complaint by email or phone within one business day.
Your complaint will be reviewed and investigated. We may contact you for additional information during this period.
We will provide a full response with the outcome of our investigation and any corrective actions taken.
If you are not satisfied with the resolution provided, you may escalate your complaint through the following steps:
Request a management review of your complaint by replying to the resolution email or contacting us again referencing your original complaint. A senior manager will review the case within 5 business days.
If the matter remains unresolved after internal review, you may contact the Lagos Waste Management Authority (LAWMA), the regulatory body overseeing PSP operations in Lagos State.
For environmental concerns that have not been adequately addressed, you may escalate to the Lagos State Environmental Protection Agency (LASEPA).
Note: All complaints are logged and reviewed as part of our continuous improvement process. We use complaint data to identify service gaps and improve our operations.