Chandigarh:
Customers complaining about failed ATM transactions may be entitled to request for CCTV footage which will facilitate fast resolution of complaints, Banking Ombudsman said today.
"With a view to facilitate faster resolution of complaints regarding failed ATM transactions, it has been decided in consultation with National Payment Corporation of India (NPCI) that complaints may be entitled to request for CCTV footage camera image relevant to complaint from acquirer bank (whose ATM is used), Banking Ombudsman (Chandigarh) RK Sood said in Chandigarh.
"Customers can tell banks that they want to see the CCTV footage with regard to ATM complaints and the footages will be shown to them," he said, adding that it would ensure speedy redressal of complaints.
He also said, the customer complaint form will be modified to make this provision an integral part of the complaint form.
He said NPCI had already advised all member banks of National Financial Switch to make provision for customer complaint form.
"The complaint form for the use of customers is finalized by Indian Banks Association which will get modified in due course so that the provision of asking CCTV recording becomes a part of the complaint form," said Mr Sood.
Presently several banks refuse to provide CCTV image of ATM deliberately, asking customers to approach the cops first. They provide CCTV images only after the cops ask.
"With a view to facilitate faster resolution of complaints regarding failed ATM transactions, it has been decided in consultation with National Payment Corporation of India (NPCI) that complaints may be entitled to request for CCTV footage camera image relevant to complaint from acquirer bank (whose ATM is used), Banking Ombudsman (Chandigarh) RK Sood said in Chandigarh.
"Customers can tell banks that they want to see the CCTV footage with regard to ATM complaints and the footages will be shown to them," he said, adding that it would ensure speedy redressal of complaints.
He also said, the customer complaint form will be modified to make this provision an integral part of the complaint form.
He said NPCI had already advised all member banks of National Financial Switch to make provision for customer complaint form.
"The complaint form for the use of customers is finalized by Indian Banks Association which will get modified in due course so that the provision of asking CCTV recording becomes a part of the complaint form," said Mr Sood.
Presently several banks refuse to provide CCTV image of ATM deliberately, asking customers to approach the cops first. They provide CCTV images only after the cops ask.
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