September 09, 2007	Sunday	Sha'aban 26, 1428

KARACHI, Sept 8: The State Bank has instructed all banks to install close-circuit cameras and provide helpline facility at all ATM booths to minimize risks for customers.

This was the second major step taken by the State Bank after it decided to take care of settlement of cross transactions through ATMs which earlier used to take three to 12 months for recovery of customers stuck-up money.

The SBP developed operational guidelines for ATMs, with the consultations of relevant stakeholders and will be effective from Dec 31.

The State Bank said banks will install CCTV surveillance cameras to monitor and record all activity in the ATM vicinity instantly.

The instructions issued to banks said 24-hour helpline should be introduced 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 should ensure that these phones are in working order.

The helpline numbers should also be widely publicised for

customers’ awareness so that they may inquire or timely

register their complaints as per their convenience.

Proper lighting and locking arrangements should be made in ATM booths or cabins to ensure safety and privacy.

Complaints and suggestion boxes should also be placed in ATM booths or cabins and adequate arrangement needs to be made for clearance thereof on daily basis, said the SBP.

Customers need to be educated to regularly reconcile their ATM transactions as reported in the statement of account or receipt and in case of any discrepancy in account balances, the bank should be informed immediately.

ATMs or its parts should be replaced after reasonable useful life as per international standards and practices to ensure uninterrupted delivery of services.

A centralized monitoring unit should be put in place to monitor ATM operations 24 in all the seven days of a week to address out-of-cash, out-of-order incidences so as to ensure uninterrupted service to customers.

Necessary measures should be taken to ensure that fake currency notes/un-acceptable notes are not disbursed through ATMs, said the SBP.

“Failure to comply with above-mentioned guidelines may attract penal action,” said the SBP.