To curb banking frauds and misuse of ATMs all banks, following the directions given by the Reserve bank of India (RBI), are leaving no stone unturned to help its customers against any kind of ATM fraud.
The direction, given by the Reserve Bank of India (RBI) that all banks need to show ATM CCTV footage to its customers, if demanded by the latter in case of ATM fraud or failed transaction, is being followed by all banks.
This move was initiated by the RBI in August last year but then it was not mandatory. However, now the banks cannot deny such information to its customers, confirms the Banking Ombudsman (BO) here in city.
BO head R K Sood confirming this move to HT said: “The banks have to show the CCTV footage if demanded by any of its customers. The customer can approach the bank directly and ask for the footage giving a substantial reason. Earlier such footage was given by banks only to the police, However, now even the customers can ask for it. If denied, a customer can also approach the BO here against the bank”.
The BO head explains that for the past one month the RBI has been working on making ATM transactions secure and the move of providing ATM PIN while shopping using the card has also been made mandatory since December 1, 2013, onwards.
The move has been initiated to prevent the ATM card of customers from getting cloned. He further explains that all these steps are being initiated as there has been a considerable rise in the complaints related to misuse of ATM cards and frauds using the same.
Meanwhile, the total number of complaints the BO have received in 2012-13 is 3,955 out of which about 11 per cent pertain to Chandigarh. The share of Chandigarh in the complaints remains more or less static as compared to the last year, explain officials at BO.
In 2011-12, 3,521 complaints were received and the city even then had a share of about 10 per cent in the total complaints.
Meanwhile, the banks in the city inform that they are already open to showing the CCTV footage if demanded by any of its customer. A senior official from HDFC Bank said: “We are showing the CCTV footage to anyone who demands it and there is a small request form that needs to be filled in giving a valid reason, following which we show the footage”.
The RBI has also directed all banks that besides having ATMs at other locations, it is mandatory for all to have onsite ATMs which means ATMs where the banks are located. In all, the city has 583 ATMs, including those of nationalized and private sector banks.
What is banking ombudsman
The Banking Ombudsman is a senior official, appointed by the Reserve Bank of India to address grievances and complaints of customers. Here in the city it is R K Sood who sits at the RBI office in Sector 17.