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Official Gazette

Friday, July 10, 2020

DOCUMENT No. 3376/NHNN-TT: Improved ATM service quality urged

Updated: 14:21’ - 31/05/2010

To raise the quality of automatic teller machine (ATM) services and restore public confidence in this service, on May 7, the State Bank issued Document No. 3376/NHNN-TT, requesting providers of card payment services to take measures to assure security and safety at their ATM counters.

ATM service providers must regularly check and inspect operation of ATM and swiftly deal with technical problems. Should any technical problem occur, they must send technicians to fix it and immediately notify such to customers and indicate nearest and most convenient ATM counters for customer transaction.

Cash feeding must also regularly conducted to assure sufficient quantity and quality of banknotes and ATM installation places must be equipped with effective video cameras to ensure confidentiality for cardholders.

Customers are also encouraged to use SMS banking services to control transactions and account balances via phones.

ATM service users’ feedback about service quality and other ATM-related problems which may cause serious troubles or inconvience to customers must be reported to the State Bank for coordinated handling.-

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