E-Financial
Lack of Dispute Resolution Mechanism Hobbles Financial Inclusion Initiative

The objective of central bank of Nigeria to have 70 per cent of its adult population in the formal financial services sector by 2020 through its financial inclusion initiative is suffering a hitches as agency banking operators are faced with dispute resolution issues, Nigeria CommunicationsWeek has learnt.
According to Fasasi Sarafadeen Atanda, managing director, Ecosystem Hybrid Network, “there are no dispute mechanism in settlement issues between providers and agents as well with customers at agent location.
“The issues around PoS chargeback are beyond debit of customers as there is no complaint mechanism in place for financial inclusion services.
“In a formal banking system, there is complaint mechanism where customers are allowed to lodge complaint and tracking number given to them; if such issues were not resolved the customer can escalate it to CBN with the tracking number.
“For Agency banking, which is informal and still financial service the mechanism of formal should not be used in resolving complaints as the scenarios are different.
Today, if customers have issues at the PoS level and we the agents that interface between Banks and their customers at hinterland complain at bank branch, because of lack of knowledge they turn us back because they don’t understand the procedure that PoS is also issued by a bank .
He explained that, there are two parties involved in resolving PoS issues, the issuing bank, and the acquiring bank. “So, PoS is actually attached to acquiring bank when there is an issue, a customer should go to issuing bank that issued his card it is the responsibility of the bank to log it against the acquiring bank and ensure that the acquiring settles the account of its own customer.
“But, today they don’t do that because they lack knowledge most of them will ask customers to go to the bank that issued the PoS and collect their money. This means you are asking the customer to go and solve his/her problem. If the card is issued in Lagos and the customer travels to Maiduguri and use the PoS you are telling the customer to go to Maiduguri to ask the PoS agent of his refund. That is the problem we have today.
“We have been appealing to CBN to intervene by directing banks not to turn customers back to Agents for dispute resolution rather to resolve all electronic transaction disputes in the bank not at Agent locations, because agents are third party providers as they belong to one of the banks issuing or acquiring.
“Agents should be enabled to log complain on behalf of their customers as we are providing services at agent level, we should be providing resolution mechanism at agent level and the two should go together, you can’t sale service without problems. Agents are not protected like the banks
“The reason we want dispute resolution to start at the agent level is that banks cannot cope with the number of complaints arising from huge transaction that are done through PoS every month,” he said.
Victor Olojo, National President, Association of Mobile Money and Banking Agents of Nigeria (AMMBAN), added that recruiting 500,000 agents across the country within the next two years is not difficult and what is tall order to achieve is managing that number with poor infrastructure they are presently facing in the business of agency business,
“Presently, banks and licensed mobile money operators lack capacity to manager issues arising from network downtime. Web based solutions does not have the capacity to carry out transactions volume of up to 5,000 let alone when 500,000 are brought into the system.
“There must be concrete plans to improve upon available infrastructure to be able to support additional agents into the system. More so, there is knowledge gap in the management of agents by banks officers who does not understand business of informal sector. Over the years, we have noticed that some bank staff lack basic knowledge on digital financial service, “he said.
Olojo urged CBN and banks to put in place Agent support system in dealing with agents who are people not regulated by any institution.
E-Financial
FG Moves to End Double Taxation

Federal government has started new efforts to improve tax collection in the Federal Capital Territory (FCT) and stop the problem of multiple taxation.

Mr. Taiwo Oyedele, minister of Finance and coordinating minister of the economy, disclosed this after a meeting with Nyesom Wike, minister, FCT, on Sunday.
According to Oyedele, the meeting focused on strengthening cooperation between the Ministry of Finance and the FCT Administration to support development projects in Abuja.
A major part of the discussion was how to improve tax administration in the territory.
He explained that the proposed tax harmonisation would create a more coordinated tax system, reduce the burden of multiple taxes on residents and businesses, and improve government revenue collection.
Oyedele said the plan is in line with the new tax reform law and is expected to help accelerate development across the FCT.
“The two ministers also reviewed plans to harmonise tax administration within the FCT,” he said.
He added that the initiative would eliminate multiple taxation while ensuring that government revenue is collected more efficiently.
The meeting also examined ways to strengthen collaboration on infrastructure projects across Abuja.
According to Oyedele, discussions centred on supporting the FCT’s ongoing infrastructure renewal programme.
He commended Wike’s approach to development, noting that the minister has focused on completing long-abandoned projects rather than starting new ones.
Oyedele said this strategy is helping to unlock economic and social benefits for residents by bringing stalled public projects back into use.
The proposed tax harmonisation is expected to make tax administration easier for individuals and businesses operating in the FCT while aligning Abuja’s revenue system with the provisions of the new tax reform law.
E-Financial
Standard Bank Targets $15.4b SME Growth in Nigeria, Others with Trade Expansion Drive

Standard Bank Group has identified Nigeria and four other markets as strategic growth hubs as it seeks to tap into $15.4 billion revenue opportunity driven by expanding small and medium-sized enterprises (SMEs) and rising intra-African trade.

The bank disclosed the plan through Bill Blackie, the Chief Executive Officer of its Business and Commercial Banking (Standard Bank Group) division, who outlined the lender’s growth strategy in an interview with Bloomberg.
Under the strategy, Standard Bank will deepen its presence in Nigeria, Ghana, Kenya, Uganda and Tanzania while consolidating its dominance in South Africa. The five markets account for about 85 per cent of the estimated revenue opportunity available to the group’s BCB operations.
The expansion forms part of the lender’s broader ambition to accelerate earnings growth through 2028, leveraging increasing demand for banking services among businesses across the continent.
According to Blackie, the BCB division has recorded robust growth over the past five years, supported by rising business activity and greater demand for financial services across Africa.
He said the division doubled both headline earnings and return on capital between 2020 and 2025, with return on capital increasing from 19 per cent to 38 per cent during the period.
Earnings from operations across the continent also expanded at an average annual rate of 30 per cent.
Building on this performance, the bank is targeting compound annual growth of between eight and nine per cent through 2028, although Blackie expressed confidence that growth could reach double-digit levels as the strategy gains traction.
A key pillar of Standard Bank’s growth strategy is expanding support for SMEs and mid-sized businesses, which account for most enterprises across Africa.
The bank is particularly positioning itself to benefit from opportunities created by the African Continental Free Trade Area (AfCFTA), which is expected to accelerate economic integration and cross-border commerce across the continent.
According to the International Trade Centre, nearly half of Africa’s small businesses export to other African countries, compared with only 14 per cent of larger firms, underscoring the critical role of SMEs in driving regional commerce.
The lender is also leveraging its extensive African footprint and strategic partnership with the Industrial and Commercial Bank of China (ICBC) to attract businesses seeking access to international markets, particularly China.
E-Financial
NAICOM’s 18 Months Management Spill @ African Alliance Ends

The National Insurance Commission (NAICOM) has handed over the management of African Alliance Insurance Plc to a newly constituted board nominated by shareholders.

The move ends a regulatory intervention that rescued the troubled insurer from the brink of collapse.
The development marks a major milestone in the insurance industry’s efforts to strengthen policyholders’ protection and restore confidence in the sector, following months of intensive regulatory oversight aimed at stabilising the company.
NAICOM had stepped into the affairs of African Alliance Insurance in October 2024 after the insurer was hit by severe liquidity constraints, mounting annuity payment arrears, unresolved claims obligations, regulatory infractions and reputational challenges that threatened its survival and eroded public trust.
Speaking at the handover ceremony, Commissioner for Insurance, Olusegun Omosehin, said the intervention had achieved its primary objectives of restoring operational stability, settling outstanding liabilities and protecting the interests of shareholders and annuitants.
Omosehin said a successful turnaround demonstrates the regulator’s commitment to safeguarding the insurance industry while ensuring that policyholders do not bear the consequences of corporate distress.
He also highlighted the significance of the newly enacted Nigerian Insurance Industry Reform Act (NIIRA) 2025, describing it as a game-changer for the sector.
The Commissioner observed that had the fund been in existence before the African Alliance’s crisis, it would have helped to cushion the impact on policyholders by facilitating the timely settlement of legitimate claims and annuity obligations.
He charged the new board to uphold high standards of corporate governance, transparency and regulatory compliance, while prioritising prompt claims settlement, sound solvency management and prudent business practices.
Industry stakeholders view the successful rehabilitation of African Alliance as a test case for regulatory intervention in Nigeria’s insurance sector, particularly at a time when operators are under pressure to strengthen their capital base, improve governance standards and rebuild public confidence.
During its tenure, the NAICOM appointed an interim board to restore liquidity through the recovery of trapped dividend funds and other inflows, settled a significant portion of annuity arrears and legacy claims, facilitated the transfer of the company’s annuity portfolio, completed forensic and actuarial reviews and addressed several regulatory and operational challenges.
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