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Guidelines for Standardization of

ATM Operations

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Guidelines for Standardization of ATM

Operations By State Bank of Pakistan

These guidelines are applicable only on cards used onATMs for local currency transaction, which are carriedout in Pakistan.

1. Cash Balancing & Reconciliation:

The banks having ATMs to carry out cash balancing andreconciliation on every working day at the time fixedby their Head Office, other than the peak hours.

2. Automatic Credit:

A process of automatic credit is to be carried out onthe basis of verified individual transactions in which acustomers account has been debited without any

cash disbursement. The process should be completed

within 1 to 7 days.

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Guidelines ATM Operations

3. Detailed Documented Procedure & Training:

In order to facilitate the customers, banks arerequired to develop a detailed documented

procedure for automatic credit and carry out

training of relevant staff members.

4. Card Facilitation Centre (CFC):

Banks having ATMS to have CFC. It is a unitresponsible for managing e-banking channels

and maintaining database of cases

(resolved/unresolved) of its own customers

and balance in suspense account .

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Guidelines ATM Operationsc). Response in writing:

Customer must be informed in writing about the

amount credited to his/her account by the issuingbank.

d). Minimum balance:

The customers are not to be charged for

minimum balance when their account has beendebited without cash disbursement and time forwhich the amount remain payable.

e). External Camera:

For providing secondary evidence to satisfy thecustomer against cash claims, banks are requiredto installed external camera in ATM cabins in away that PIN may not be captured.

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Guidelines ATM Operations5. Payment Systems Department (PSD):

All banks to report details regarding the natureof transactions (automatic credit, claimsprocessed or outstanding balancesuspenseATM cash), and total number and amount of

actual transactions to the SBPs PSD.6. Numbering Sequence:

Every bank is required to develop a numberingsequence for complaints and every complainantis to be issued a reference number.