Banks asked to ensure continuous ATMs service

by Rao Muhammad Aftab Sun Sep 11, 2011 6:44 pm

KARACHI: State Bank of Pakistan (SBP) has advised all banks to meticulously comply with its guidelines and instructions regarding management of Automated Teller Machines (ATMs) operations in order to ensure continuous availability of ATM service during the holy month of Ramadan and Eid-ul Fitr holidays.

Heavy penalties under the relevant laws would be imposed on those banks, which fail to comply with the guidelines and instructions regarding management of ATM operations and monitoring of ATM cash/ downtime during Ramadan and Eid holidays issued by the SBP from time to time, said a statement of the SBP issued on Monday.

The central bank has also decided to depute special inspection teams to carry out surprise inspections of ATMs installed in various cities/ towns throughout the country to ascertain the compliance level of its instructions and guidelines by banks, said PSD Circular letter no. 3 of August 15, 2011.

According to the SBP Guidelines/ Instructions, banks are required to take all steps to ensure continued availability of ATM service. They are also bound to ensure that ATMs shall be continuously working on regular intervals during Eid holidays.

Banks had already been advised by SBP to make adequate back-up arrangements to ensure availability of ATM service round the clock and put in place comprehensive operating procedures to timely resolve the cases of out of cash/ breakdown of ATMs, Systems and Network.

SBP had also asked the banks to deploy appropriate staff to address problems that may cause ATM malfunctioning or, cash outage incidents, besides introducing a 24/7 helpline to resolve the day-to-day operational issues at ATMs.

The helpline should also be accessible through special phone terminals placed inside all ATM booths/ cabins. Banks are required to ensure that these phones are in working condition. The helpline numbers should also be widely publicised for the customers' awareness so that they may inquire or timely register their complaints as per their convenience. (APP)