Frequently Asked Questions (FAQs) regarding the ATM5 network

Background
ATM5 is a shared ATM network amongst the five QFBs in Singapore - ANZ, Citibank, HSBC, Maybank, and Standard Chartered. Based on MAS regulations, the maximum number of ATM locations permitted by each QFB to the ATM5 network is 25.

With effect from 31 October 2007, QFB customers will have access to all ATMs from ANZ, HSBC and Standard Chartered, and participating Citibank and Maybank ATMs that bear the ATM5 logo.

Questions and Answers
1. What is the change to the ATM5 network?
With effect from 31 October 2007, QFB customers will have access to all ATMs from ANZ, HSBC and Standard Chartered, and participating Citibank and Maybank ATMs that bear the ATM5 logo.

The change adheres to MAS regulation that each QFB may have up to 25 ATM locations in the ATM5 network.

With effect from 31 October 2007, QFB customers will have access to a total of 106 strategic ATM locations islandwide.
2. When will this change to the ATM5 network take effect?
This update / change will take effect from 31 October 2007.
3. Why is there a change to the ATM5 network?
The change adheres to MAS regulation that each QFB may have up to 25 ATM locations in the ATM5 network.
4. How will the banks inform me about this update / change to ATM5?
You will be informed about the change to the ATM5 network via branch notices, the respective bank websites, and statement inserts.

Between 30 September to 30 October 2007, notices will also be placed at Citibank and Maybank ATMs that are no longer part of the ATM5 network.
5. How will I know which Citibank and Maybank ATM locations participate in ATM5?
Citibank and Maybank ATMs that participate in ATM5 bear the ATM5 logo.

Between 30 September to 30 October 2007, notices will be placed at Citibank and Maybank ATMs that are no longer part of the ATM5 network.

You will also be informed about the change to the ATM5 network via branch notices, the respective bank websites, and statement inserts.
6. How can I find out more about the ATM locations under the ATM5 network?
You can obtain the updated list of ATM locations in the ATM5 network from any of the participating QFB branches or websites.
7. What happens if I insert my ATM card in a Citibank or Maybank ATM that does not participate in ATM5?
When you insert your ATM card in a Citibank or Maybank ATM that is not part of the ATM5 network, you will receive a message that says:

For Citibank
"I'm sorry. I can't do that right now. For assistance, please call your financial institution. Please give this number: 20800."

For Maybank
"Sorry, we cannot process your transaction as this ATM does not participate in atm5. To find out more, please call your issuing bank."
8. If I insert my ATM card in a Citibank or Maybank ATM that does not participate in ATM5, can I perform a cash withdrawal via Cirrus/Visa Plus?
When you insert your ATM card in a Citibank or Maybank ATM that is not part of the ATM5 network, you will not be able to perform a cash withdrawal via Cirrus/Visa Plus. Instead, you will receive a message that says:

For Citibank
"I'm sorry. I can't do that right now. For assistance, please call your financial institution. Please give this number: 20800."

For Maybank
"Sorry, we cannot process your transaction as this ATM does not participate in atm5. To find out more, please call your issuing bank."
9. What banking transactions can I perform at ATMs within ATM5?
You can perform balance enquiries or cash withdrawals at ATMs under the ATM5 network.
10. Are there any charges for performing banking transactions at ATMs within ATM5?
No, there are no charges to performing banking transactions at ATMs within the ATM5 network.
11. What should I do if my ATM card is captured by an ATM under the ATM5 network?
You can usually collect the card within 3 working days with identification (i.e. NRIC number or passport) during office hours at the branch where the ATM is located.

If your card is captured at the off-premise ATMs or after branch operating hours, please call the Customer Service Hotline of the bank whose ATM was utilised.

The Customer Service Hotline numbers are:

- ANZ: 1800 ANZ_ANZ (269 0269)
- Citibank: 6225 5225
- HSBC: 1800-HSBC NOW (4722 669)
- Maybank: 1800-MAYBANK (1800-629 2265)
- Standard Chartered Bank: 1800 747 7000
12. Why is the cap on 25 ATM locations only being enforced now? How did this anomaly arise or have the regulations been changed only recently?
In April 2007, MAS did a review of the policy of shared ATMs amongst QFBs in view of the changing banking landscape and reinforced that each QFB could only contribute a maximum of 25 ATMs to the shared ATM network.
13. What are the criteria for deciding which Citibank and Maybank ATMs to include in the atm5 network?
The affected QFBs convened and selected ATM locations to be included in the shared ATM network based on customer usage.

ATMs which were most highly utilised were chosen to participate in the shared ATM network.