"The Issuing Bank shall upload the request for CCTV images while raising the charge-back in the DMS module (Dispute Management System of NPCI). NPCI has clarified that only the request for CCTV / Images can be uploaded through DMS but the recording itself has to be exchanged among the banks in accordance with the existing practice. I guess, the existing practice means exchange of recording through CD/email, etc.
NPCI has given a specimen form for request of CCTV / Camera Images of disputed ATM transactions for the use of Issuing Banks. The Complaint Form for the use of customers is finalised by Indian Banks Association (IBA) which will get modified in due course so that the provision of asking for CCTV recording becomes a part of the Complaint Form. In the meantime, bank customers in India may give a separate written request to their Card Issuing Bank for CCTV / ATM Camera recording of the Disputed / Failed ATM Transaction at the time of lodging their complaint. In addition, NPCI has also directed Acquiring Banks to provide details of three transactions before and after the Failed ATM Transaction to the Issuing Bank while rejecting any complaint. Click here for details
Also Read: How to Deal with a Failed ATM Transaction