The Central Bank of Nigeria (CBN), in collaboration with the Nigerian Communications Commission (NCC), is set to introduce a universal short code aimed at helping bank customers resolve transaction-related complaints more quickly.
The proposed short code will allow customers to lodge complaints without relying on internet access, making it easier for people across the country to report issues directly from their mobile phones.
Speaking on the development, the CBN’s Director of Consumer Protection and Financial Inclusion, Dr Aisha Isa-Olatinwo, explained that many customers struggle to resolve banking issues due to the digital divide, particularly those without smartphones or reliable internet access. She said the new system would ensure fair and equal access to complaint resolution channels for all bank users. 
According to her, the short code is part of broader efforts to deepen financial inclusion by extending banking support services to underserved and unbanked populations. She added that work is already underway to fine-tune the framework, alongside improvements to the apex bank’s consumer complaint management process.
Dr Isa-Olatinwo noted that the CBN has already recorded significant improvements in how customer complaints are handled, stressing that the new short code would further strengthen response time and efficiency.
