All Commercial Banks and ATM Switch Operators

Dear Sir/Madam,

Guidelines for Retained / Disabled Cards on ATMs – Special Instructions for Watan Cards

Please refer to PSD Circular No. 1/2008 dated January 15, 2008 establishing guidelines in respect of retained/disabled cards. While the instructions cover normal procedures to be followed including Watan Cards, in view of unsatisfactory resolution in respect of subject cards complaints, banks shall ensure enhanced efforts and support to Watan Card holders. In this regard, necessary inputs were solicited and received from Banks. Accordingly, following guidelines shall be adhered to with immediate effect by banks:

1. In case a card is captured and/or disabled by machine, the acquirer branch staff shall properly assist the card holder and facilitate him/her in lodging a complaint to issuing bank for immediate resolution.
2. The acquirer branch shall send the captured card along with the complaint lodged by cardholder on the same day to the nearest branch of issuer bank. Accordingly, the acquirer branch staff shall advise the complainant to collect the card from the nearest issuer branch.
3. The nearest issuer branch, after receiving the complaint along with the captured card, shall conduct due verification for authenticity and afterwards return the card within two working days to the complainant.
4. In case of warm/disabled cards, the acquirer branch shall assist the card holder in contacting the issuing bank for reactivating the card.
2. To assist Watan Card holders in conducting transactions, if so requested by a card holder, Branch Managers or any Designated Senior Officer of the acquirer branch shall assist the Watan Card holder and document/log the subject event for every card holder who requires assistance.
3. Acquirer banks shall deploy at least one POS terminal at all their branches located in flood affected areas to facilitate cash withdrawal on Watan Cards.
4. Banks shall take all necessary steps to prevent fraudulent use of Watan Cards at their outlets.

Kindly acknowledge receipt.