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Banks to display non-availability of cash in ATMs: RBI

The message regarding non-availability of cash in ATMs should be displayed before the transaction is initiated by the customer, RBI says

August 02, 2013 9:10 IST | India Infoline News Service
The Reserve Bank of India (RBI) asked banks to display a message to let customers know about the non-availability of cash in an ATM before they start a transaction.
 

“The message regarding non-availability of cash in ATMs should be displayed before the transaction is initiated by the customer. Banks may exercise option to display such notices either on screen or in some other way, the RBI said in a notification on Thursday.

The ATM ID may be displayed clearly in the ATM premises to enable a customer to quote the same while making a complaint / suggestion, it added.

Banks may make available sufficient toll-free phone numbers for lodging complaints / reporting and blocking lost cards to avoid delays and also attend the requests on priority, the RBI further said.

Local helpline numbers (city-wise / centre wise) should also be increased and should be prominently displayed in the ATM premises / banks’ web-site.

Banks may proactively register the mobile numbers / e-mail IDs of their customers for sending alerts and also educate their customers to intimate changes, if any. A time-bound programme for updation of mobile number and or e-mail of all existing accounts may be drawn up. These details should be updated periodically along with KYC details.

To prevent fraudulent withdrawal at ATMs, RBI had mandated requirement of PIN entry for each and every transaction, including balance enquiry transactions. 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. Bank may ensure that no time extensions are allowed beyond a reasonable limit at any stage of the transaction.

Creating awareness about electronic banking products is of utmost importance to prevent frauds taking place in this field and also to make customers aware of their rights and responsibilities. In view of changes taking place in this field, banks, in collaboration with Indian Banks’ Association, may run advertisement campaign in both, print and electronic media at regular intervals.




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