Display cash non-availability at ATM before transaction: RBI
Mumbai: To improve services, the Reserve Bank Thursday 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," the RBI said in a notification. Such notices may be displayed on the screen or in some other way.
Banks should also highlight the ATM ID within the premises so that customers can quote it while making complaints or suggestions, according to the notification.
The RBI said despite a number of instructions to banks to enhance customer service and handling of complaints, certain operational issues continue to persist.
It asked banks to make forms available within the premises for filing ATM complaints and also to display the names and phone numbers of officials handling complaints.
"This will help in avoiding delays in lodging complaints," it said.
To help customers to file complaints, banks have been advised to provide sufficient toll-free numbers, prominently displayed at the ATM premises or bank's website.
To prevent fraudulent withdrawal at ATMs, banks have been advised to enable time-out sessions for all screens or stages of a transaction as an additional safety measure. This should be done keeping in view the time needed for such functions in the normal course, it said.
"Banks may ensure that no time extensions are allowed beyond a reasonable limit at any stage of the transaction."
Banks should create awareness about electronic banking products to prevent frauds and make their customers aware of their rights and responsibilities, it said.
Further, RBI has asked them to register mobile numbers or email IDs of customers for sending alerts and these details should be periodically updated with KYC details.
"In view of changes taking place in this field, banks, in collaboration with Indian Banks' Association, may run advertisement campaigns in both print and electronic media at regular intervals," it further said.