In order to improve the ATM service quality, safety & security to meet the customers’ needs of cash withdrawal through the ATMs toward the 2018 year-end and on the occasion of the Lunar New Year of the Pig, the State Bank of Vietnam (SBV) has issued a Document requesting the relevant entities to implement urgently a number of actions, specifically as follows:
Illustration image (source: internet)
1. For card payment service providers:
- Proactively formulating plans of filling cash on the ATMs, being constantly prepared in terms of human resources and cash for timely and adequate funds for the ATMs;
- Constantly supervising the operations of the ATM network (especially in the industrial parks, export processing zones, and densely populated areas with high demands of cash withdrawal) to proactively detect and promptly solve any technical problems, and ensure the stable, continuous and smooth operations of the ATM network;
- Reviewing and monitoring the operations of ATMs in areas where the ATMs are overloaded (such as the industrial parks, processing zones…), proactively conducting proper measures to reduce pressure on the ATMs, namely: Enhancing the operations of mobile ATMs (for card payment service providers equipped with mobile ATMs); proactively working with the enterprises to adjust the time of salary and wage payments reasonably; developing a contingency plan of direct cash payments for salaries/wages and bonuses,… in order to promptly meet the demands for payment before the Tet holiday in the areas where the ATMs are overloaded; providing information and communication to instruct the customers to use non-cash payment services in order to reduce the pressure on the ATMs…
- Enhancing the communication; improving customers’ services; resolving promptly and fully any customers’ complaints in line with the regulations.
- Reviewing and implementing effective plans to prevent crimes of installing equipment for copying and stealing card information at the ATMs (especially the Deep Insert Skimming (DIS) devices which are commonly used by criminals in recent years at the NCR-branded ATMs, which have a wider card slot than other ATMs); implementing solutions to monitor transactions via ATMs, detecting suspected fraudulent transactions (such as high-value cash withdrawals at the ATMs, continuous and unusual withdrawals of money at midnight ...) to notice their customers promptly.
- Closely coordinating with the card switching organization to limit the technical problems, transmission lines, ensuring smooth and stable inter-bank transactions.
- Coordinating and exchanging information with the relevant entities to provide information and communication on service quality, safety & security of the ATM operations, as well as preventing and combating the ATM-related crimes; and promptly reporting to the SBV when there are any arising cases relating to their ATMs.
- Strengthening the internal inspection to detect and redress the organization of the ATM network in compliance with the internal regulations as well as the SBV’s regulations to ensure smooth and safe ATM operations.
2. For National Payment Joint Stock Company (NAPAS)
The SBV requires NAPAS to concentrate resources to carry out inspection, maintenance of infrastructure and technical systems (machines, equipment, transmission lines ...) and monitor to ensure safe, smooth and stable card switching operations; at the same time, providing information to the SBV (the Payment Department) upon detecting any incidents with the ATMs of the member banks for timely directions and response.
Closely coordinating with the member banks to monitor, detect and handle any arising errors and problems, minimizing technical errors and congestion; quickly giving feedbacks regarding complaints about inter-bank transactions via the ATMs.
3. For the SBV branches, the Departments of Banking Inspection and Supervision in Hanoi and HCMC
- Directing card payment service providers in their locations to comply with the SBV Governor’s directions in this Document, ensuring operational quality, safety & security of the ATM systems.
- Strengthening the supervision, monitoring, inspection and handling with any violations regarding the ATM operations; at the same time, reporting on any arising cases to the SBV (the Payment Department).
Le Hang