Grievance Redressal Mechanism
According to RBI, attending to consumer grievances/complaints pertaining to failed/disputed ATM transactions is the primary responsibility of the card-issuing bank (sponsor bank in case of WLAs). Banks have automated systems enabling registration of ATM-related complaints at any branch/call centre. The auto-escalation of complaints is also enabled in these systems, facilitating speedy resolution of complaints.
Banks should ensure that wide publicity is given to their customer grievance redressal policies by placing them prominently on the website and also otherwise widely disseminating the policies, for example by displaying them on the notice board in their branches.
WLA (white-label) In a white-label scenario, logo displayed on ATM and in ATM premises pertains to WLA operator (nonbank entities) instead of a bank. The entity that sponsors a bank provides cash to the ATM.
Separate license is required to open a WLA. WLAs do not have direct access to the settlement system except through the sponsor bank.