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ATM Complaint Info Display Mandate

Current · Source: Reserve Bank of India · RBI/2009-2010/266 · issued 18 Dec 2009 · ~2 min read
Quick answerRBI mandates that all ATM locations must prominently display the phone numbers of the ATM-owning bank's help desk and a notice that complaints should be lodged at the customer's own branch where the ATM card is linked.
The rule, in the simplest words
How it plays out — a real example

Rahul, a branch operations officer in Indore, ensures that all ATMs in his bank's network display clear signage with the help desk phone numbers and a notice that complaints should be filed at the branch where the customer maintains the account linked to the ATM card. This helps reduce customer friction and ensures that failed transaction complaints are directed to the correct bank branch, improving resolution times.

What changed

RBI observed that many ATMs lacked visible help desk contact numbers, causing customer confusion, especially when using other banks' ATMs. The new directive requires ATM-owning banks to display two pieces of information prominently: the telephone numbers of their help desk/contact persons for complaints or assistance, and a notice that complaints should be filed at the branch where the customer maintains the account linked to the ATM card.

What it means for you

Banks must update all their ATM locations with clear signage showing help desk phone numbers and complaint routing instructions. This reduces customer friction and ensures failed transaction complaints are directed to the correct bank branch, improving resolution times.

What you must do

Who it affects

All Scheduled Commercial Banks including RRBs, Urban Co-operative Banks, State Co-operative Banks, District Central Co-operative Banks, ATM network providers

❓ Common questions

What specific information must be displayed at ATMs?

Two things: (1) the telephone numbers of the ATM-owning bank's help desk/contact persons for complaints or assistance, and (2) a notice that complaints should be lodged at the branch where the customer maintains the account linked to the ATM card.

Why did RBI issue this directive?

RBI received complaints that many ATMs lacked visible help desk contact numbers, causing difficulties for customers in lodging complaints, especially when using other banks' ATMs. This directive aims to clarify the complaint process.

Does this apply to all types of banks?

Yes, it applies to all scheduled commercial banks including RRBs, urban co-operative banks, state co-operative banks, district central co-operative banks, and ATM network providers.

📜 Read the original circular — full text as issued by RBI
RBI/2009-2010/266 DPSS No.1316 /02.10.02/2009-2010 December 18, 2009 The Chairman and Managing Director / Chief Executive Officers All Scheduled Commercial Banks including RRBs / Urban Co –operative Banks / State Co-operative Banks / District Central Co-operative Banks ATM network providers Madam / Dear Sir Display of information for lodging of ATM related complaints 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: Information that complaints should be lodged at the branches  where customers maintain account to which ATM card is linked Telephone numbers of help desk/contact persons of the ATM owning bank  to lodge complaint / seek assistance 2. Kindly acknowledge receipt. Yours faithfully, (G. Padmanabhan) Chief General Manager
Reproduced for reference with acknowledgment — Source: Reserve Bank of India · RBI/2009-2010/266 · issued 18 Dec 2009. The plain-English explanation above is BankPulse’s own independent summary.
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Who does what — compliance checklist
🏦 Branch Manager
  • Display a notice at each ATM that complaints should be lodged at the branch where the customer maintains the account linked to the ATM card.
📜 Compliance
  • Display at every ATM location the telephone numbers of your bank's help desk/contact persons for lodging complaints or seeking assistance.
  • Ensure all ATMs, including those of RRBs, urban co-operative banks, state co-operative banks, and district central co-operative banks, comply with this directive.
  • Acknowledge receipt of this circular to RBI as instructed.
Grouped from the action items above — a single circular may involve more than one team.
Worked example & action-note template

Example: if you are a Compliance officer at a bank this circular applies to (All Scheduled Commercial Banks including RRBs, Urban Co-operative Banks, State Co-operative Banks, District Central Co-operative Banks, ATM network providers), your first concrete step on “ATM Complaint Info Display Mandate” is: “Display at every ATM location the telephone numbers of your bank's help desk/contact persons for lodging complaints or seeking assistance.” (RBI issued this 18 Dec 2009).

  1. Circular: RBI/2009-2010/266 -- ATM Complaint Info Display Mandate
  2. Issued: 18 Dec 2009
  3. Action required: Display at every ATM location the telephone numbers of your bank's help desk/contact persons for lodging complaints or seeking assistance.
  4. Action required: Display a notice at each ATM that complaints should be lodged at the branch where the customer maintains the account linked to the ATM card.
  5. Action required: Ensure all ATMs, including those of RRBs, urban co-operative banks, state co-operative banks, and district central co-operative banks, comply with this directive.
  6. Action required: Acknowledge receipt of this circular to RBI as instructed.
  7. Owner: ____________ Target date: ____________
  8. Board/committee approval needed? Y / N
  9. Evidence filed in compliance register on: ____________
Built only from this circular’s own published fields — not legal advice; always confirm against the official RBI source.

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Official RBI source: https://www.rbi.org.in/Scripts/NotificationUser.aspx?Id=5429&Mode=0 — Plain-English summary by BankPulse (bankpulse.ai), reviewed by our expert reviewer, CA Amit Jain. Independent platform, not affiliated with the Reserve Bank of India; is our own plain-English paraphrase, not RBI’s original wording.
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