PSD Circular No. 04: To ensure customer interest for making card based transactions through Automated Teller Machine (ATM), Point of Sale (POS) and e-Payment Gateway during Eid festival

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Payments Systems Department Bangladesh Bank Head Office Dhaka

PSD Circular No. 04 / 2016 Date: 27 June, 2016 27 Asharh, 1423

Managing Director / Chief Executive Officer All Scheduled Banks operating in Bangladesh (where card-based payment services are available)

Dear Sir,

Regarding the protection of customer interests in the context of card-based Automated Teller Machine (ATM), Point of Sale (POS), and e-Payment Gateway transactions during the Eid festival and holiday periods.

On the occasion of the holy Eid festival, and due to the closure of commercial bank branches during holiday periods, customers increasingly use Automated Teller Machines (ATM), Point of Sale (POS), and e-Payment Gateways to complete electronic payment transactions. To ensure customer protection and round-the-clock transaction assurance in the field of card-based electronic transactions using ATMs, POS, and e-Payment Gateways, you are hereby directed to take the following measures:

2. Keep 24/7 ATM and POS networks operational and ensure continuous cash supply at ATM booths;
3. Under no circumstances close ATM booths and ensure the vigilant presence of security guards at ATM booths;
4. In the case of POS transactions, ensure that no merchant accepts any amount in excess of the prescribed price of the purchased goods or services, based on communication with all merchants (acquiring banks installing POS terminals);
5. Provide instant SMS alerts to customers for ATM and POS transactions of any amount;
6. If a bank's POS service is closed for unavoidable reasons, inform customers in advance;
7. Keep Additional Factor Authentication (Two Factor Authentication) measures active for card-based "Card not Present" transactions on Online e-Payment Gateways; inform customers of transaction details through instant SMS alerts for transactions of any amount under such services;
8. Take arrangements for various types of publicity and promotion in mass media to make customers aware of precautions to be taken when availing electronic payment services of all kinds;
9. Take arrangements to ensure that customers are not harassed in any way in such transactions and provide 24/7 Help Line support;
10. Ensure proper compliance with all previously issued circulars regarding this matter by this department.

This matter is of utmost importance.

Yours faithfully,

(Md. Ishfaq Mia) General Manager Phone: 9530174