Presidents / Chief Executive Officers
All Banks

Dear Sir(s)/Madam,

Efficient Management of ATMs During the Eid Holidays

In pursuance to Section 3 (1) of PS & EFT Act 2007, all banks are directed to take the following necessary measures in order to ensure maximum availability of ATM services and avoid public inconvenience during the Eid holidays:

• Ensure ‘round-the-clock’ availability, consistent monitoring of ATMs and mobilize maximum resources to timely resolve ATM issues like:
  • ATM out of cash
  • Hardware or software problems
  • Power outages
  • Connectivity or network issues
• Establish special help desks / contact centers operating round-the-clock for ATM related complaints, where ATM users can lodge complaints to the banks about the non-functioning of the ATMs.
• Ensure that the published help desk numbers are visibly placed at all ATM booths and remain operational round the clock.
• Advertise contact details in the leading and regional newspapers before Eid holidays for customer awareness.

Non-compliance to the above directives would attract penal action under Section 74 of PS&EFT Act.
All other instructions shall however remain unchanged.

Please acknowledge receipt.