NHRC Calls For Digital Overhaul To Fix Broken Complaint System

By Abraham Olatunbosun

The National Human Rights Commission (NHRC) has acknowledged deep-rooted weaknesses in its complaint-handling system and is now pushing for an ambitious overhaul anchored on digital transformation and institutional reform.

At a high-level stakeholder validation meeting in Abuja, the Commission signalled a decisive shift from outdated, ineffective procedures toward a modern, technology-driven framework designed to restore public confidence and improve access to justice. (Changed ‘signaled’ to ‘signalled’ – British spelling)

Executive Secretary of the Commission, Tony Ojukwu, described the ongoing review of the Complaint Handling Manual as more than a routine update, but a critical reset.

“We are gathered here to review, refine and ultimately validate the Complaint Handling Manual,” he said, stressing that the process must deliver real remedies for victims, particularly the most vulnerable.

But it was the candid admission from former NHRC Director of Civil and Political Rights, AbdulRahman Yakubu, that underscored the urgency of reform.

“That manual was not used because of so many deficiencies and was abandoned,” Yakubu revealed, exposing a troubling gap between policy design and implementation that has long hindered the Commission’s effectiveness.

The NHRC, which has expanded from just eight staff to over 1,000 personnel and 38 offices nationwide, now faces mounting pressure to match its institutional growth with functional efficiency.

Yakubu noted that while the Commission’s structure has evolved – with four specialised departments now handling complaints – the absence of a practical, enforceable framework has limited impact. (Changed ‘specialized’ to ‘specialised’ – British spelling)

Central to the reform push is the digitisation of the entire complaints process, a move stakeholders say could significantly reduce delays, improve transparency, and strengthen accountability.

“We need automation and digitisation of the complaints management process from beginning to end,” Yakubu said, describing the complaints registry as “the engine room” of operations.

The proposed system will also introduce standardised investigation templates and documentation tools, including a certificate of service, aimed at closing loopholes that have previously weakened case tracking and enforcement.

NHRC official Anthonia Nwabueze said the validation exercise is part of a broader effort to rebuild credibility through inclusiveness and expert input.

“The Commission cannot work alone; we decided to bring stakeholders together to join us in this critique,” she said, adding that the process is designed to identify gaps, eliminate inconsistencies, and produce a manual that is both practical and enforceable.

Beyond technical reforms, the Commission is also seeking to reorient its approach toward victims.

Ojukwu challenged participants to adopt a rights-based, people-centred lens. “Look at it through the lens of the most marginalised and vulnerable victims – ask the hard questions,” he urged.

The ongoing validation signals a rare moment of institutional self-reflection for the NHRC – one that acknowledges past shortcomings while attempting to build a more responsive, transparent, and technology-driven system.

If successfully implemented, the reforms could mark a turning point in how human rights complaints are handled in Nigeria, shifting the Commission from a largely reactive body to a more efficient and accountable protector of citizens’ rights.