Friday, 12 April 2013

Display of Information for lodging of ATM related complaints at ATM Locations - Reserve Bank of India Guidelines

Reserve Bank of India's Department of Payment & Settlement Systems has made it mandatory for banks in India to display certain information relating to lodging of ATM related complaints at ATM locations. This circular was issued by RBI on December 18, 2009 with reference number DPSS No.1316 /02.10.02/2009-2010 and reads as under:


"The use of Automated Teller Machines (ATMs) has been increasing in the country. We have been receiving complaints from members of the public that at many ATM locations the telephone numbers of help desk/ contact persons are not displayed causing difficulties in lodging complaints. Customers using other bank ATMs are also unclear as to the bank with whom complaints on account of failed ATM transactions are to be lodged. The matter has been examined by the Reserve Bank of India and it has been decided that the following information should be displayed prominently at the ATM locations:

(i) Information that complaints should be lodged at the branches  where customers maintain account to which ATM card is linked

(ii) Telephone numbers of help desk/contact persons of the ATM owning bank  to lodge complaint / seek assistance"

Sadly, I have observed that most of the banks in India are yet to fully implement these guidelines. Sometimes the banks display the contact details of Banking Ombudsman, but never of their own customer service offficials. Information as to which branch the ATM is linked with is not displayed at most of the off-site ATMs. It is now up to bank customers in India to notice this violation of RBI guidelines at the ATMs and to submit complaints to RBI. Such complaints can be addressed to:

The Chief General Manager
Reserve Bank of India
Department of Banking Supervision
Central Office
Centre - 1, World Trade Centre Complex,
Cuffe Parade, Colaba,
Mumbai - 400 005




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