Remote community

Difficulties faced by a remote community BFSO received a complaint about the breakdown of an ATM in the Pilbara region of Western Australia. The complaint was lodged by a person representing customers in the area, the majority of whom were indigenous people. Fees charged for using other ATMs Due to unusual circumstances the ATM was not operational for 12 days. During this period the bank’s customers had to use other ATMs and were charged the bank’s standard fee for using foreign ATMs. Difficulty obtaining refunds The writer complained that the bank would only refund the fees if a customer made a claim by telephoning the bank. He said that it was difficult for the customers to make claims for reimbursement because there was no bank branch in the town and it was difficult to telephone the bank because of a shortage of public telephones and the waiting period when using the 1300 number. Action taken by the bank After referring the complaint to the bank, and having discussions with the bank’s customer relations representatives, the bank refunded 1881 foreign bank ATM fees charged to customers whose accounts were domiciled in the area where the ATM was out of operation. The writer was advised of the action taken by the bank and our file was closed.