The Nigerian Communications Commission (NCC) and telecommunications operators have said there is no cause for alarm over the mobile money scheme a.k.a cash-less banking.
Mobile telephone subscribers, who will form the bulk of patrons of the scheme, are worried that the poor quality of telecommunications services, may affect it.
At the 66th NCC Telecoms Consumer Parliament in Lagos, NCC said it would explore every available means to protect consumers from abuses.
Executive Commissioner, Stakeholder Management, NCC, Mr Okechukwu Itanyi, said the critical success factor of the scheme rests with the initiator and receiver of the transaction, financial institution and telecoms operator.
Itanyi said as the scheme involves the use of mobile network platform, NCC would ensure seamless interconnection between the mobile money operators and the telecoms network providers, as well as ensure adequate enlightenment of subscribers.
He urged stakeholders in the scheme to safeguard the interest of the telecoms subscribers to ensure successful implementation and instil confidence in the scheme.
NCC’s Director of Policy, Competition and Economic Analysis, Mrs Lolia Emakpore, said the commission would ensure that mobile operators maintain the best quality of service that would enable consumers have hitch-free transactions.
“The consumers need not fear as the operators are working to ensure that there are no delays or hitches in any transaction initiated,” she said.
Speaking on how customer complaints would be handled in the face of duplicity of players in the scheme, Mrs Emakpore stressed that NCC would not be saddled with resolution of financial complaints.
According to her, this aspect would be handled by the mobile money operators and the financial sector regulator, the Central Bank of Nigeria (CBN).
“NCC would only address complaints arising from transaction failure associated with network failure,” she said.
She said the operators have agreed that ‘mobile money’ is a financial product and as such, have decided that complaints should be taken from the point of view of financial services providers, clarifying that the mobile payment vendors actually own the scheme, but are merely riding on the network of the mobile operators to execute transactions.
Reacting to the pricing model for subscribers, she said CBN would ensure a fair pricing plan that would encourage Nigerians to use mobile money.
Channel Manager, Mobile Money at MTN, Mr Kieran Ombu, said MTN had created a dedicated customer care line, as well as upgraded its network infrastructure to ensure smooth financial transactions.
According to him, MTN has created a special mobile money help desk manned by 60 customer service personnel as part of its strategy of ensuring that complaints are dealt with decisively.
Director of Tele-banking at Globacom, Mr Tunde Kuponiyi, assured that the Globacom robust network infrastructure would ensure effective and efficient mobile money operations.
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