Citizen Complaints Management and Service Recovery in Local Government: A Study of Ikeja Local Government Area, Lagos State

This study examines the design and effectiveness of citizen complaints management systems in Ikeja Local Government Area of Lagos State, South West Nigeria. The ability of local government to receive, process, and resolve citizen complaints about service failures is a critical component of responsive governance and public trust. In Lagos State, where urban service demands are intense and diverse, inadequate complaints handling systems contribute to citizen frustration, social tension, and erosion of confidence in local government institutions. Using a professional research design, primary data is gathered from 120 respondents including council customer service staff, residents with documented complaints, civil society service quality monitors, and Lagos State inspectorate officials. The Service Quality Framework and the Service Recovery Theory provide the analytical foundation. Secondary data includes Lagos State Ministry of Local Government and Community Affairs reports, recent academic literature on complaints management in African urban governance, and global best practice frameworks on public sector service quality. Descriptive statistics and case analysis are employed. Findings are expected to demonstrate that Ikeja lacks a structured, accessible complaints management system with clear resolution timelines and accountability mechanisms. The study designs and proposes an implementable citizen complaints management protocol for Ikeja Local Government, incorporating digital complaint submission, resolution tracking dashboards, escalation procedures, and mandatory public reporting on complaints outcomes. Keywords: Complaints management, service recovery, local government, Ikeja, Lagos State.