DPSS No.2753/02.10.02/2009-2010

June 15, 2010

The Chairman and Managing Director / Chief Executive Officers
All Scheduled Commercial Banks including RRBs /
Urban Co-operative Banks / State Co-operative Banks /
District Central Co-operative Banks

Madam/Dear Sir,

Display at ATM sites – procedure for lodging of ATM complaints and uniform template for filing complaints

Kindly refer to our letters DPSS No. 1316/02.10.02/2009-10 dated December 18, 2009, DPSS/CO/PD/2018/02.10.02/2009-10 dated March 19, 2010, on the above subject. We had vide these letters advised banks to display the procedure and contact information, and also make available at all ATM sites, the uniform template circulated by Indian Banks Association (IBA) for lodging of complaints relating to ATM transactions.

2. To assess the compliance to these instructions we had undertaken random visits to number of ATM sites of various banks across the country. It is observed that at a vast majority of the ATM sites the instructions contained in the circulars referred to above have not been adhered to despite a compliance furnished by the banks.

3. You will appreciate that the above system was introduced keeping in view the interest of bank customers. In view of the above observations, we request you to kindly bestow your personal attention to the matter and ensure that the instructions above are adhered to in letter and spirit.

Yours faithfully,

(G. Padmanabhan)
Chief General Manager

May 03, 2010

The Chairman/CEO
All Scheduled Commercial Banks

Dear Sir,

Customer complaints relating to ATM transactions

Kindly refer to our letter No. DPSS/CO/PD/2018/02.10.002/2009-10 dated March 19, 2010 on the introduction of a uniform template for lodging complaints relating to ATM transactions.

2. In this connection we request you to confirm that the templates have since been introduced and are being displayed at your ATMs. We further advise you to place the same on your website also for better customer service.

Yours faithfully,

(K. Sivaraman)
General Manager

आरबीआई/2015-16/66 डीपीएसएस.सीओ.पीडी.पीपीआई.सं 2/02.14.006/2015-16 01 जुलाई 2015 (09 जुलाई 2015 को संशोधित) सभी प्रीपेड भुगतान लिखत जारीकर्ता, प्रणाली प्रदाता, सिस्टम सहभागी और अन्य सभी भावी प्रीपेड भुगतान लिखत जारीकर्ता महोदय/महोदया, भारत में प्रीपेड भुगतान लिखतों को जारी करने और उनका परिचालन करने के संबंध में नीतिगत दिशानिर्देश – मास्टर परिपत्र जैसा कि आप जानते हैं कि समय समय पर भारतीय रिजर्व बैंक ने भारत में प्रीपेड भुगतान लिखतों को जारी करने और उनका परिचालन करने के

भारिबैं.2007-08 /1 गैबैंपवि.(नीप्र)कंपरि.सं. 96 /03.02.01/2007-08 1 जुलाई 2007 अध्यक्ष/ मुख्य कार्यपालक अधिकारी सभी गैर-बैंकिंग वित्तीय कंपनियॉं(अवशिष्ट गैर-बैंकिंग कंपनियों तथा विविध गैर बैंकिंग कंपनियों से इतर)प्रिय महोदय मास्टर परिपत्र - गैर-बैंकिंग वित्तीय कंपनी जनता की जमाराशि स्वीकार्यता(रिज़र्व बैंक) निदेश, 1998 गैर-बैंकिंग वित्तीय कंपनियों द्वारा जनता से जमाराशि स्वीकार करने के संबंध में भारतीय रिज़र्व बैंक ने निदेश 31 जनवरी 1998 को अधिसूचना सं.डीएफसी. 118/डीज