Service Hours for Customers of the ATM System is 24/24 Hours

16:37, 10/07/2024

This is the content regulated in Circular 20/2016/TT-NHNN amending and supplementing certain provisions of Circular 36/2012/TT-NHNN on the equipment, management, operation, and safety assurance of automatic transaction machines.

Circular 20/2016/TT-NHNN has amended and supplemented regulations on the management and operation of ATMs. To be specific, the new regulations are as follows:

- The customer service hours of the ATM system are 24/24 hours a day and 7/7 days a week. For ATMs installed at locations where customers can only access the ATM during certain times, the service hours of the ATM depend on the installation location and must be publicly posted at the ATM site as well as on the official website of the payment service provider.- Arrange standby forces to handle ATM operational issues as quickly as possible. In the event that an ATM is non-operational (or is expected to be non-operational) for more than 24 hours, a report must be submitted to the local branch of the State Bank on the next working day from the time the issue arises (or is expected to arise) and appropriate measures must be taken to widely notify customers.- Coordinate with card switching organizations to ensure interbank ATM transactions are conducted smoothly and safely.- Meet technical requirements for software and transmission lines for ATMs regarding the security and safety of equipment serving bank card payments.

View the full text of the regulation at Circular 20/2016/TT-NHNN which is effective from July 1, 2016.

- Thanh Lam -

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