By Naeemah Junaid
As Nigeria’s digital economy continues to expand, the National Information Technology Development Agency (NITDA) has renewed calls for stronger consumer protection measures and greater accountability to safeguard citizens and strengthen trust in the country’s rapidly evolving digital ecosystem.
The call was made at the NITDA Consumer Protection Forum, themed “Strengthening Consumer Trust and Accountability in Nigeria’s Digital Economy: Leveraging Artificial Intelligence and Digital Public Infrastructure,” where government officials, regulators, industry leaders, and consumers engaged in discussions on the opportunities and risks associated with emerging technologies.
Representing the Director General of NITDA, Kashifu Inuwa CCIE, the Acting Director of Regulation and Compliance, Barrister Emmanuel Edet, said the Agency is committed to ensuring that technological advancement is matched by policies and safeguards that protect users’ rights and interests.
He noted that digital technology has become deeply embedded in daily life, influencing how people communicate, transact, access services, and interact with information.
“Whether we like it or not, technology has permeated every single thing we do in our daily lives. You do not need to ask for technology. Technology comes as a default,” he said.
Speaking on the growing influence of Artificial Intelligence (AI), Inuwa explained that while the technology has introduced greater efficiency and convenience, it has also raised concerns over privacy, transparency, and data security.
He observed that many users remain unaware of how extensively their personal data is collected and processed by digital platforms.
“People are storing your personal data all over the place without your knowledge. Once you sign up to a particular product, your data is gathered because they use it to market things to you and also engage you,” he stated.
He further warned that AI-driven systems increasingly shape public perceptions by influencing the information consumers receive, underscoring the urgent need for stronger regulatory safeguards and consumer awareness.
The DG also raised concerns about cross-border data storage and the activities of multinational technology companies operating outside domestic regulatory boundaries, stressing the importance of adaptive frameworks capable of protecting Nigerian consumers.
“This gives us an opportunity to engage with consumers and find out what you think we can do, especially in the area of regulation, to continue fostering the guardrails that will ensure you are protected,” he added.
Also speaking at the forum, the Head of Operations at SERVICOM, Mrs Ngozi Akinbodewa, emphasised the importance of consumer feedback in improving service delivery and strengthening institutional accountability.
She described consumer protection as a process that extends beyond enforcement, noting that the experiences of consumers provide the clearest measure of policy effectiveness.
“Consumer protection is not only about enforcing standards. It is about listening. Every product, every service, and every policy is ultimately judged by the experience of the consumer,” she said.
Drawing from SERVICOM’s work with public institutions, Akinbodewa explained that direct feedback from citizens plays a crucial role in shaping better policies and improving public services.
She also highlighted the rapid growth of Nigeria’s digital economy across sectors such as fintech, e-commerce, healthcare, education, and digital banking, stressing that trust remains essential for sustainable digital transformation.
Commending NITDA for convening the forum, she expressed confidence that the engagement would promote stronger collaboration, deepen accountability, and improve digital service delivery.
The forum reinforced the need for a balanced approach to innovation—one that protects citizens, promotes transparency, and builds lasting public confidence in Nigeria’s digital future.
