All Commercial banks
Sir / Madam,
Guidelines on ATMs
order to further improve the functioning of ATMs, provide
secured environment for 24/7 banking on ATMs, enhance the
service level and adopt the international best practices,
SBP has developed operational guidelines in consultation
with stakeholders. Commercial banks are required to comply
with the following:
Install CCTV surveillance cameras so as to monitor / record
all activity in the ATM vicinity instantly.
2. Proper lighting and locking arrangements should be made
in ATM booths/cabins in order to ensure safety and privacy.
3. 24/7 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 publicized for the customers’ awareness so
that they may inquire or timely register their complaints
as per their convenience.
4. Complaints / Suggestion Boxes should also be placed in
ATM booths/cabins and adequate arrangement needs to be made
for clearance thereof on daily basis.
5. 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.
6. ATMs and/or parts thereof should be replaced after reasonable
useful life as per international standards and practices
to ensure uninterrupted delivery of services.
7. A centralized monitoring unit should be put in place
to monitor ATM operations 24/7 to address out-of-cash, out-of-order
incidences so as to ensure uninterrupted service to customers.
8. Necessary measures should be taken to ensure that fake
currency notes/un-acceptable notes are not disbursed through
9. Comprehensive SLA should be signed with vendors to ensure
proper maintenance of ATMs and its network.
These guidelines will come into effect from December 01,
2007 and failure to comply with the above guidelines may
attract penal action under the Payment Systems and Electronic
Fund Transfer Act 2007.