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Nigeria’s Federal Competition and Consumer Protection Commission (FCCPC) has begun examining Uber’s exit from the Nigerian market, with particular attention on whether the ride-hailing company left customers with unfulfilled services or outstanding obligations following its abrupt shutdown.
FCCPC Chief Executive Officer Tunji Bello disclosed the development in a message to Bloomberg, saying officials were reviewing the circumstances surrounding the company’s departure and its implications for consumers.
The investigation comes days after Uber ended its operations in Nigeria, bringing its 12-year presence in the country to an end.
FCCPC Focuses on Customers Left Behind
The consumer protection regulator is particularly interested in services that may not have been completed before Uber discontinued its platform.
Bello said the Commission was examining the manner of Uber’s departure, “particularly in respect of unfulfilled services to the customers.”
The probe could place the spotlight on how customers with outstanding account issues, payments or other unresolved matters are treated following the shutdown.
The FCCPC is responsible for protecting consumers from unfair or exploitative business practices and can investigate complaints and seek remedies where consumer rights may have been breached.
Uber Ends 12-Year Nigerian Operation
Uber announced on September 2 that it was winding down its operations in Nigeria and Uganda following what it described as a review of its business priorities and investment focus.
The Nigerian operation began in Lagos in 2014 before expanding to other cities, making Uber one of the pioneers of app-based ride-hailing in the country.
The company did not provide a specific reason for leaving Nigeria, saying the decision followed a broader assessment of its business.
Uber said the move was limited to Nigeria and Uganda and did not affect its remaining operations elsewhere in Africa.
Customer Support to Continue After Shutdown
Although ride services have been discontinued, Uber said its support infrastructure would remain available temporarily to deal with outstanding matters.
The company had said rider support would remain operational for 21 days following the shutdown, while its help centre would remain available until September 23 for account-related issues.
Uber also said it would continue handling customers’ personal information in accordance with applicable data-protection requirements, retaining only information required by law and maintaining relevant security controls.
The company has also been communicating with affected drivers, riders and employees as part of the transition.
Uber Denies FAAN Directive Triggered Exit
The FCCPC intervention comes against the backdrop of recent tensions involving e-hailing services at Nigerian airports.
The Federal Airports Authority of Nigeria (FAAN) had temporarily disrupted commercial e-hailing operations at some airports while discussions continued around a framework covering issues such as passenger safety, security, driver accountability and airport pick-ups.
However, Uber has expressly rejected suggestions that the FAAN situation caused its withdrawal from Nigeria.
Asked whether the airport directive influenced the decision, Uber responded that the exit followed its evolving business priorities and investment focus across Africa.
FAAN has also clarified that it did not impose a blanket ban on e-hailing services and subsequently cleared Bolt to resume operations at FAAN-managed airports following the temporary disruption.
Ride-Hailing Market Loses a Major Player
Uber’s departure changes the competitive landscape for Nigeria’s ride-hailing industry.
The company once occupied a leading position in the market but faced growing competition from platforms including Bolt, alongside increasing operating costs caused by higher fuel prices, inflation, vehicle maintenance expenses and currency volatility.
The market is now left with fewer major app-based mobility options, increasing the importance of competitors such as Bolt, LagRide and inDrive.
For drivers who relied primarily on Uber, the shutdown also means finding alternative platforms or other sources of income.
FCCPC Intensifies Consumer Protection Oversight
The Uber probe adds to a series of interventions by the FCCPC as the regulator increases its scrutiny of major businesses and markets.
The Commission recently opened an investigation into possible manipulation of cement prices, seeking information from industry participants on pricing, production and other commercial activities.
In May, the FCCPC and the National Agency for Food and Drug Administration and Control (NAFDAC) also renewed a memorandum of understanding aimed at improving cooperation on consumer complaints, joint investigations and enforcement.
The Uber case could therefore become another significant test of the regulator’s approach to multinational companies withdrawing from the Nigerian market.
What Happens to Outstanding Consumer Claims?
The immediate issue for the FCCPC is whether Uber’s shutdown adequately addressed the interests of customers whose transactions or services were still unresolved when the platform stopped operating.
While Uber has said it is supporting affected users through the transition and maintaining customer support for outstanding matters, the FCCPC’s investigation will determine whether additional consumer-protection measures are necessary.
The development highlights an important consequence of multinational exits: leaving a market does not necessarily end a company’s responsibilities to consumers who interacted with its services before the withdrawal.
For Uber, the focus now shifts from its decision to leave Nigeria to how effectively it resolves any outstanding consumer obligations. For the FCCPC, the investigation could establish a broader precedent for how companies exiting Nigeria are expected to protect customers during and after their withdrawal.
