Banks will be fined for ATM malfunctions.
Banks that have recorded the worst results in terms of efficiency in handling citizen appeals will also be announced.
The Central Bank will begin imposing financial penalties on banks starting in August for certain malfunctions that occur when withdrawing cash from ATMs and for violations in customer service. This was announced by Central Bank Chairman Timur Ishmetov at the plenary session of the Senate on June 13, as reported.
It was noted at the session that in 2025, 290,000 problematic cases related to cash withdrawals from ATMs were identified. Over 3,000 citizens filed complaints with internal affairs bodies regarding this issue.
According to Timur Ishmetov, 341 million transactions were carried out through ATMs last year, with the share of problematic transactions amounting to 0.08 percent.
He stated that the majority of such cases are not related to the activities of banks. For instance, in some instances, problems were caused by the absence of banknotes of the required denomination in the ATM, card blocking, incorrect entry of the PIN code, or interruptions in communication or power supply.
The Central Bank Chairman emphasized that cases directly related to the activities of banks and payment system operators amounted to nearly 46,000, or 15 percent of all complaints.
He reported that the Central Bank has developed a number of regulatory documents aimed at protecting consumer rights and increasing banks' responsibility for service quality. The first of these comes into effect on August 6 and allows for the imposition of financial penalties for violations in service related to ATMs.
Additionally, a special index will be introduced to assess the efficiency of handling citizens' complaints. Based on its results, banks with the lowest performance indicators will be publicly announced.
