Thursday, 30 May 2013

Bank Customers can Demand CCTV Recording of ATM Transactions in India

National Payments Corporation of India (NPCI) has directed banks in India to facilitate providing CCTV recording of Failed ATM Transactions to bank customers when they ask for it. In its circular NPCI/2012-13/NFS/2737 dated March 26, 2013, NPCI advised the banks that: "At present, there is no provision for the complainant to request for the CCTV / Camera Images in the Complaint Form for ATM disputed transactions. In this regard, the Member Banks are advised to make a provision in the "Customer Complaint Form" for the complainant to raise a request for the CCTV/Camera Images if the customer so desires at the time of submitting the Complaint Form to the Issuing Bank". Read more...

"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

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All information given in this blog is obtained from sources in the public domain, RTI applications, discussions with bankers, bank customers in India and also with some employees of Reserve Bank of India having knowledge of the working of various Offices of Banking Ombudsman in India. All information in this blog is presented on a best effort basis and is not claimed to be complete information on any of the subjects covered in this blog. Use of any information given in this blog is purely voluntary on the part of the readers. Author of this blog does not assume any responsibility for any action of the readers related to any matter discussed in this blog or any consequences thereof. Readers of this blog are advised to consult a legal practitioner before taking any action related to any matter discussed in this blog.