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RBI Reminds Urban Co-op Banks to Submit ATM Complaint Plan

Current · Source: Reserve Bank of India · RBI/2010-2011/221 · issued 30 Sep 2010 · ~2 min read
Quick answerRBI has flagged that some urban co-operative banks missed the July 31, 2010 deadline to submit an action plan for placing complaint templates at ATMs and provide contact details of a coordinating senior official. Immediate compliance is required.
The rule, in the simplest words
How it plays out — a real example

Rahul, a co-operative bank branch officer in Indore, ensures that all ATMs in his bank's network have complaint templates available for customers. He also makes sure to provide the contact details of the senior functionary responsible for ATM complaint coordination. This helps maintain customer trust and avoids potential penalties.

What changed

RBI observed that certain primary (urban) co-operative banks have not yet submitted the action plan and contact information for a senior functionary to coordinate ATM-related complaints, as required by circular DPSS.CO.PD. No.52/02.10.02/2010-11 dated July 6, 2010. The central bank has now issued a reminder directing these banks to furnish the details to the Department of Payment and Settlement Systems, Central Office, Mumbai without further delay.

What it means for you

Urban co-operative banks that have not complied face regulatory scrutiny and potential action for non-adherence to customer grievance redressal norms. This circular underscores RBI's focus on ensuring that all banks, including smaller co-operatives, have a standardized process for customers to lodge ATM-related complaints at the site itself. Banks must prioritize this to avoid penalties and maintain customer trust.

What you must do

Who it affects

Primary (Urban) Co-operative Banks, Chief Executive Officers of all Urban Co-operative Banks, Senior functionaries responsible for ATM complaint coordination

❓ Common questions

What is the deadline for submitting the action plan and contact details?

The original deadline was July 31, 2010, as per the earlier circular. Since some banks missed it, RBI now requires immediate submission without further delay.

Where should we send the action plan and contact information?

Submit to the Department of Payment and Settlement Systems (DPSS), Central Office, Reserve Bank of India, Mumbai.

What happens if we do not comply with this circular?

Non-compliance may lead to regulatory action, including penalties or further scrutiny, as RBI has explicitly noted that certain banks have not yet responded.

📜 Read the original circular — full text as issued by RBI
RBI/2010-2011/221 UBD.BPD(PCB) Cir.No. 15/09.18.300/2010-11 September 30, 2010 Chief Executive Officers, All Primary (Urban) Co-operative Banks Dear Sir, Display at ATM Sites – Procedure for lodging of ATM related Complaints Please refer to Circular DPSS.CO.PD. No.52/02.10.02/2010-11 dated July 6, 2010 on the captioned subject in terms of which banks were advised to submit to Department of Payment and Settlement System (DPSS), Central Office, Reserve Bank of India, Mumbai by July 31, 2010, an action plan for implementing Reserve Bank's instructions on making available the complaint templates at all ATM sites for lodging ATM related complaints and to intimate to DPSS the contact details like name, phone number, e-mail address etc. of a senior functionary of your bank, who will be coordinating this matter. 2. In this connection it is observed that certain banks have not so far submitted the above action plan and the information required. You are, therefore, advised to furnish to the Department of Payment and Settlement Systems, Central Office, Reserve Bank of India, Mumbai the above information immediately. Yours faithfully, (L. M. Kamble) General Manager
Reproduced for reference with acknowledgment — Source: Reserve Bank of India · RBI/2010-2011/221 · issued 30 Sep 2010. The plain-English explanation above is BankPulse’s own independent summary.
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Worked example & action-note template

Example: if you are a Compliance officer at a bank this circular applies to (Primary (Urban) Co-operative Banks, Chief Executive Officers of all Urban Co-operative Banks, Senior functionaries responsible for ATM complaint coordination), your first concrete step on “RBI Reminds Urban Co-op Banks to Submit ATM Complaint Plan” is: “Immediately submit the action plan for implementing complaint templates at all ATM sites to DPSS, RBI Central Office, Mumbai if not already done.” (RBI issued this 30 Sep 2010).

  1. Circular: RBI/2010-2011/221 -- RBI Reminds Urban Co-op Banks to Submit ATM Complaint Plan
  2. Issued: 30 Sep 2010
  3. Action required: Immediately submit the action plan for implementing complaint templates at all ATM sites to DPSS, RBI Central Office, Mumbai if not already done.
  4. Action required: Provide the name, phone number, and email address of a senior functionary who will coordinate ATM complaint-related matters.
  5. Action required: Verify that all ATMs have the required complaint templates available for customers as per RBI instructions.
  6. Action required: Ensure internal compliance teams track and adhere to all RBI circular deadlines to avoid future reminders.
  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=6021&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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