Question : ATM COMPLAINTS

(a) whether the Government has received complaints involving loss of money due to defects in the ATM Machines/ATM cards;

(b) if so, the details thereof for the last three years and the current financial year;

(c) whether the Government has directed the banks to shift to chip based ATM cards from the existing magnet strip ATM cards so as to protect the interests and confidential data of the customers; and

(d) if so, the follow-up action taken by the Government/RBI to protect the interests of the customers using ATM/ Debit/Credit cards?

MINISTER OF THE STATE IN THE MINISTRY OF FINANCE (SHRI NAMO NARAIN MEENA)

(a) and (b): The Bank customers can access their account and withdraw cash through ATMs of any bank across the country on a 24 x 7 basis. Despite best efforts, the success of ATM transactions depends on external factors such as leased line, VSAT, networks of other banks and uninterrupted power supply. Absence of any of the above at the time of transaction processing may cause failure of ATM transactions, non-delivery of cash, etc. thus there are cases when a customer`s account is debited, but cash is not dispensed. Upon receipt of such complaints from customers, banks verify the facts with records maintained by ATMs and credit back the amounts to the customers. Available details of such type of complaints involving loss of money due to defects in the ATM machines/ ATM cards are as under:-

Complaints	ATM	Credit Card	Debit Card
Received

2009-10	4346	13320	523

2010-11 till date	4056	12057	795