RBI asks banks to rev up ATM service

To further improve customer service through enhancement of efficiency in ATM operations, the Reserve Bank of India has asked banks to make available sufficient toll-free phone numbers for lodging complaints/reporting and blocking lost cards. This is to avoid delays and also attend to the requests on priority. Local helpline numbers (city-wise / centre-wise) should also be increased and should be prominently displayed in the ATM premises/banks’ Web site. Banks are required to display ATM ID clearly in the ATM premises to enable a customer to quote the same while making a complaint / suggestion. 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.