What changed
This circular reinforces the earlier July 2009 directive on ATM transaction reconciliation. It now specifies three Excel-based reporting formats for complaints received/resolved, inter-bank resolution, and network operator resolution. Banks must submit Board-approved quarterly reviews within one month of quarter completion via email.
What it means for you
Banks must formalize their ATM dispute resolution tracking with structured quarterly reporting to RBI. The Board-level approval requirement elevates oversight, ensuring senior management accountability. Non-compliance could invite regulatory scrutiny, so banks should integrate these formats into their existing reconciliation workflows.
What you must do
- Prepare quarterly reports using the three specified Excel formats for ATM failed transactions.
- Obtain Board approval for each quarterly review before submission.
- Email the approved review to RBI within one month of each quarter's end.
- Ensure strict adherence to the prescribed formats and timeline.
Who it affects
All Scheduled Commercial Banks, Urban Co-operative Banks, ATM network operators (banks in that role)
What are the three Excel formats required?
Table 1 covers ATM failed transaction complaints received/resolved. Table 2 covers complaint resolution between issuing and acquiring banks. Table 3 covers resolution between ATM network operator and banks (only if the bank is the network operator).
What is the submission deadline?
The Board-approved quarterly review must reach RBI via email within one month of the completion of each quarter.
Does this apply to all banks?
Yes, it applies to all Scheduled Commercial Banks and Urban Co-operative Banks. Table 3 is applicable only if the bank also acts as an ATM network operator.