What changed
RBI issued a circular on August 1, 2013, reinforcing and expanding ATM customer service rules. Key additions include displaying cash non-availability before transaction initiation, ensuring ATM ID is visible, and providing complaint forms and toll-free numbers at ATM premises. Banks must also register customer mobile/email for alerts, enforce PIN for all transactions including balance enquiry, and enable time-out sessions at all ATM stages.
What it means for you
Banks must upgrade ATM software to show cash-out messages upfront and implement session time-outs. They need to physically display ATM IDs and complaint forms at each ATM, and set up toll-free helplines. This increases operational costs but reduces fraud and complaint resolution delays. Non-compliance could attract regulatory scrutiny.
What you must do
- Update ATM screens to display cash non-availability before transaction initiation.
- Ensure each ATM has a clearly visible ATM ID and complaint forms available on-site.
- Set up toll-free helplines and local helpline numbers, displayed prominently in ATM premises and on bank website.
- Proactively register customer mobile numbers and emails for alerts, and update them periodically with KYC.
- Enable time-out sessions for all ATM transaction screens and enforce PIN entry for every transaction, including balance enquiry.
Who it affects
All Scheduled Commercial Banks including RRBs, Urban Co-operative Banks, State Co-operative Banks, District Central Co-operative Banks, ATM operations teams, Customer service departments
What is the key change regarding cash availability display?
Banks must now show a message about cash non-availability before the customer initiates the transaction, either on screen or through other means, to prevent wasted efforts.
Do we need to provide complaint forms at every ATM?
Yes, RBI reiterates earlier instructions that complaint forms must be available within ATM premises, along with the name and phone number of officials to lodge complaints.
What are the new security measures for ATM transactions?
PIN entry is mandatory for all transactions including balance enquiry, and time-out sessions must be enabled for all screens to prevent fraudulent withdrawals.