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
- Display at every ATM location the telephone numbers of your bank's help desk/contact persons for lodging complaints or seeking assistance.
- 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.
- 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.
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
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.