New Delhi, Aug 5 (KNN)  With an aim to enhance customer service with regard to ATM transactions, the Reserve Bank of India (RBI) has advised all scheduled commercial and cooperative banks (urban and district central) to initiate certain measures.

The move comes following persistent customer complaints and suggestions as well as other operational issues.

“The Reserve Bank of India has, over a period of time, issued a number of instructions to banks regarding enhancement of customer service as well as handling of customer complaints at ATMs. Despite this, certain operational issues continue to persist, giving rise to customer complaints / suggestions on the matter. 

Based on a review of the developments and with a view to further improve the customer service through enhancement of efficiency in ATM operations, banks are advised to initiate action…,” said an official RBI notification issued by Chief General Manager, Vijay Chugh. 

First and foremost, the message regarding non-availability of cash in ATMs should be displayed before the transaction is initiated by the customer.  Banks have been advised to exercise option to display such notices either on screen or in some other way. 

In addition, the ATM ID should be displayed clearly within the ATM premises to enable a customer to quote the same while making a complaint / suggestion.

Banks have to make available forms for lodging ATM complaints within the ATM premises and also display the name and phone number of the officials with whom the complaint can be lodged. This would help in avoiding delays in lodging complaints.

Sufficient toll-free phone numbers should be made available by banks so customers can lodge complaints and also report and block cards without delay.  Such requests should be attended to on a priority basis.

Also, banks should increase the number of local helpline numbers (city-wise and centre-wise) and those numbers should be prominently displayed in the ATM premises / banks’ website.

Significantly, efforts should be made to register mobile numbers and email IDs of customers so they can be alerted of any changes.  This should be done in a time bound manner and updated periodically along with KYC details.

It is mandatory now to have a PIN entry for every transaction, including enquires about balance.  This would prevent fraudulent withdrawal at ATMs.

“Banks already have in place time limits for completion of transactions at ATMs. However, as an additional safety measure, it is advised that the time out sessions should be enabled for all screens / stages of ATM transaction keeping in view the time required for such functions in normal course. Banks may ensure that no time extensions are allowed beyond a reasonable limit at any stage of the transaction,” it said.

The notification clearly stated that creating awareness about electronic banking products was of utmost importance to prevent frauds taking place in this field and also to make customers aware of their rights and responsibilities.

Towards this, the RBI has recommended that banks in collaboration with Indian Banks’ Association run advertisement campaigns in both, print and electronic media at regular intervals, to inform customers of the changes they have initiated.  (KNN/ES)