Accra: CUTS International, a consumer advocacy and policy research organisation, has called on the Bank of Ghana (BoG) to address what it describes as 'unfair' charges imposed by banks at Automated Teller Machines (ATMs). The organisation urged the BoG to take immediate steps to reform ATM-related practices to protect consumers from undue financial burdens.
According to Ghana News Agency, a statement signed by Mr Appiah Kusi Adomako, the West Africa Regional Director of CUTS International, highlighted the unreliability of ATM services and the imposition of hidden charges, which were undermining the core benefits of ATMs. Originally introduced to provide 24-hour banking access and reduce congestion in banking halls, ATMs are now becoming a source of consumer frustration.
The statement emphasized the 'deeply unfair' nature of charging individuals extra for using another bank's ATM when their own bank's machine is either broken or out of cash, insisting that consumers should not be penalised for issues beyond their control. This call to action follows the release of the 2025 State of the Ghanaian Consumer Report, a comprehensive study conducted by CUTS International that surveyed 1,795 consumers across all 10 regions of Ghana.
The report revealed that 71 per cent of respondents experienced ATM-related challenges in the past three months, including technical failures, power outages, and cash shortages. Of those affected, 44 per cent were compelled to use third-party ATMs, and 68 per cent reported not being informed of additional charges before completing their transactions.
The statement described the lack of transparency in disclosing fees as a major concern, noting that in more advanced financial systems, ATMs typically display all relevant charges before a transaction is finalised, allowing users to make informed decisions. In Ghana, however, many consumers only discover these charges through debit alerts or monthly bank statements, a practice that contravenes the BoG's Consumer Protection Directives.
CUTS International stressed that banks have a responsibility to be transparent, insisting that every Ghanaian deserves to know exactly what they are being charged when using an ATM. While welcoming the BoG's recent pledge to review ATM-related fees, CUTS International proposed four key reforms to ensure fairness and enhance consumer protection.
These recommendations include mandating banks to provide at least four free third-party ATM withdrawals per month, particularly when a customer's bank ATM is out of service, and phasing out monthly ATM card maintenance fees, especially for customers who use only their bank's ATMs. Additionally, it calls for ATMs to disclose all applicable charges before transactions are completed to ensure transparency, and to enforce minimum uptime standards for ATMs, with regulatory penalties or customer compensation for banks failing to maintain reliable ATM services.
