Central Bank of Uzbekistan Calls for Stronger ATM Oversight

Tashkent, Uzbekistan (UzDaily.com) — The Central Bank of Uzbekistan has instructed commercial banks, payment organizations, and payment system operators to strengthen oversight of ATM infrastructure and accelerate the resolution of issues related to failed transactions and technical disruptions.

According to the regulator, particular attention is being paid to cases in which funds are debited from accounts without cash being dispensed, refunds are delayed, or fees are charged for transactions that were not successfully completed. The Central Bank stressed that such incidents directly affect the property rights of citizens and cannot be treated as minor technical issues.

The relevant instructions have been sent to all commercial banks, payment organizations, and payment system operators. The regulator noted that customers often face a lack of timely information when cards are retained by ATMs, while responsibility for resolving issues is frequently shifted between different participants in the process.

In response, banks have been instructed to establish a clear procedure for customers in the event of technical failures, provide transparent information on the status of complaints, and clearly define resolution timelines in advance.

The Central Bank also recommended that financial institutions more actively use proactive refund mechanisms when technical errors are confirmed, automatically compensate fees for unsuccessful transactions, and introduce technological solutions to ensure faster processing of failed operations.

Additional requirements concern the technical condition of ATMs. The regulator ordered banks to ensure stable operation of communication and power systems, timely replacement of outdated equipment, and increased attention to machines that generate the highest number of customer complaints.

The Central Bank emphasized that the development of ATM infrastructure should be assessed not only by the number of installed machines but also by the quality of customer service and the reliability of provided services.