A World Bank delegation has assessed the 969 toll-free helpline operated by the National Social Safety Nets Coordinating Office (NASSCO), focusing on its role in receiving citizen feedback and grievances under Nigeria’s social protection system.
The delegation, led by the Regional Practice Manager for Environmental and Social Risk Management, visited the call centre to review its operations.
The 969 channel supports beneficiaries seeking information about social protection interventions and the National Social Register (NSR).
During the visit, the delegation observed call centre agents, interacted with the team and reviewed processes for receiving citizen feedback.
Representatives of the Federal Ministry of Finance, NASSCO and the National Cash Transfer Office (NCTO) accompanied the World Bank team. Seedbuilders, the call centre operating partner, provided technical information.
NASSCO says 969 forms part of its grievance redress system. Its official website states that citizens can call the number toll-free on MTN to lodge complaints, report issues or seek information about social programmes and assistance.
How to use 969
Beneficiaries can dial 969 toll-free on MTN to make enquiries, report issues or lodge grievances concerning social protection programmes and the NSR.