e-Circular

ATM - NATIONAL BANKING GROUP.

Sl. No. : 288/2013 - 14
Circular No. : NBG/ATM-NBG-NBG/1/2013 - 14
Saturday,June 29,2013.
.

Circular NBG/AC/ATM/01/2013-14 27th June 2013

All Branches & Offices of State Bank of India

CUSTOMER TRANSACTIONS AT SBI ATM

UNSUCCESSFUL TRANSACTIONS AND SUCCESSFUL BUT DISPUTED
TRANSACTIONS
STANDARD OPERATING PROCEDURE (SOP)

The Bank has been able to contain the number of ATM failed transactions by continuous up-
gradation of technology and by taking various preventive measures. However, the
omnipresence and omnipotence of technology has provided opportunities to fraudsters to
dupe/ defraud vulnerable ATM customers and cause financial losses. This has given rise to
complaints about ATM transactions which are successful as per accepted industry practice
but still disputed by the customers. A large number of such customers prefer complaints to
Banking Ombudsmen. In many such cases the Bank not only pays back these customer
claims but more significantly, loses customer confidence and loyalty which is a greater
concern.

2. In order to keep in line with the international best practices regarding resolution of
ATM transaction related disputes, Standard Operating Procedures (SOPs) have been devised
and are detailed in the annexure to this circular. These SOPs are essentially the set of
guidelines detailing the course of action to be adopted at various levels by branches/
controlling offices and are not a replacement of the complaint management system (CMS).
ATM transaction related complaints will continue to be dealt with as per the present system
of complaint redressal through CMS and the action under SOP will be triggered only when
the failed/ disputed ATM transaction satisfies the criteria under SOP.

3. The key features of the SOPs are as under:

(a) Unsuccessful ATM transactions/ ATM failed transactions

i. Immediate credit for the disputed transaction by the branch

ii. Applicable for transactions done at SBI ATM by SBI customer who has a
valid ATM-cum-debit card in his/ her possession
iii. Cases will be considered only at the branch where account is
maintained

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 (b) Disputed ATM successful transactions

i. Applicable to SBI customer in physical possession of the ATM card at

the time of lodging the complaint.
ii. Transactions done by SBI customers at other bank ATMs will also be
considered.
iii. Cases will be considered only at the branch where account is
maintained.
iv. If the investigation reveals the reason as card swapping or cases of
social engineering or EPP tampering at other Bank ATMs, these will not
be considered for restoration under the SOP.

4. A new BGL account number 3199684 has been created by I T Department for use by
branches in connection with the standard operating procedure and an additional clause is
being added in branch manager monthly certificate (BMMC), pending which branches should
add the following para as last item in the BMMC:

‘All entries debited to BGL account no. 3199684- ‘ATM suspense for unsuccessful txn’ have
been reversed during the month, except the following,
Date of Entry Amount (Rs.) Remarks, if any ‘

Branches should also ensure to maintain the ‘back-up register’ on the suggested lines in SOP.

5. All operating functionaries be guided accordingly.

GENERAL MANAGER
(Alternate Channels)

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