Master Circulars - ఆర్బిఐ - Reserve Bank of India
Master Circulars
పిడిఎఫ్ (DPSS.CO.PD.No.52/02.10.02/2010-2011
July 06, 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, and DPSS No. 2753/02.10.02/2009-10 dated June 15, 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. A recent survey undertaken by RBI across the country has revealed that most of the banks, contrary to the reports submitted to RBI, have not ensured that availability of the complaint templates at their ATMs, which is a matter of concern.
3. In this connection you are requested to submit to Department of Payment and Settlement Systems, Central Office, Reserve Bank of India, by July 31, 2010, your bank’s Action Plan for implementing Reserve Bank’s circular on making available the complaint templates on all ATMs for lodging ATM related complaints. The contact details like name, phone no, e-mail address etc. of a senior functionary of your bank who will be coordinating this matter may also be intimated to us.
Yours faithfully,
(K. Sivaraman)
General Manager
DPSS.CO.PD.No.52/02.10.02/2010-2011
July 06, 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, and DPSS No. 2753/02.10.02/2009-10 dated June 15, 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. A recent survey undertaken by RBI across the country has revealed that most of the banks, contrary to the reports submitted to RBI, have not ensured that availability of the complaint templates at their ATMs, which is a matter of concern.
3. In this connection you are requested to submit to Department of Payment and Settlement Systems, Central Office, Reserve Bank of India, by July 31, 2010, your bank’s Action Plan for implementing Reserve Bank’s circular on making available the complaint templates on all ATMs for lodging ATM related complaints. The contact details like name, phone no, e-mail address etc. of a senior functionary of your bank who will be coordinating this matter may also be intimated to us.
Yours faithfully,
(K. Sivaraman)
General Manager
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
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
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
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
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
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