The central bank on Saturday directed the banks to install close-circuit TV (CCTV) surveillance cameras and special phone terminals inside all Automated Teller Machine (ATM) booths.
In an operational guidelines, the central bank asked the commercial banks to further improve the functioning of the ATMs, aimed at providing secured environment for 24/7 banking on ATMs and enhance their service level as per the best international practices.
These guidelines, which have been developed by the State Bank of Pakistan (SBP) in consultation with relevant stakeholders, will be effective from December 1. According to a SBP circular, the commercial banks are required to install CCTV surveillance cameras so as to monitor and record all activity in the ATM vicinity instantly.
A centralised monitoring unit should be put in place to monitor the ATM operations 24/7 to address out-of-cash, out-of-order incidences so as to ensure uninterrupted service to the customers, the central bank said. It further said that necessary measures should be taken to ensure that fake currency notes or un-acceptable notes were not disbursed through the ATMs.
"Proper lighting and locking arrangements should be made in the ATM booths/cabins to ensure safety and privacy and 24/7 helpline should be introduced to resolve the day-to-day operational issues at the ATMs," said the circular. "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," it added.
The SBP said that complaints or suggestion boxes should also be placed in the ATM booths and adequate arrangement be made for clearance thereof on daily basis. Customers should 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, said the SBP.
"ATMs should be replaced after reasonable useful life as per the international standards and practices to ensure uninterrupted delivery of services. "Failure to comply with the guidelines may attract penal action under the Payment Systems and Electronic Fund Transfer Act 2007," said the Circular.