A new universal short code that will address bank customers’ complaints associated with banking transaction in Nigeria will soon be introduced, the Central Bank of Nigeria, CBN, and the Nigerian Communications Commission, NCC, have indicated.
The plan, it was said, was to create a mechanism for easy resolution of complaints or issues that may be raised by bank customers irrespective of their internet connectivity.
The initiative, it was added, would among other things, encourage financial inclusion by extending complaint services to individuals who may not have access to smartphones or consistent internet service.
With the short code, it would no longer be necessary for customers to visit banks in order to address challenges they may be facing.
The Director, Consumer Protection and Financial Inclusion, Central Bank of Nigeria, CBN, Dr. Aisha Isa-Olatinwo, who spoke on the plan blamed the inability of customers to solve some banking hitches on some digital divide.
She said with the planned short code, customers would have equitable access to complaint resolution channels.
According to her, efforts were ongoing to achieve the objectives of the universal code, with the apex bank strengthening its consumer complaint management framework among other things.
The CBN said already, there was a high level of efficiency in the resolution of issues complained by customers.
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