Service and Maintenance


We never charge for parts or labour and will ensure that your ATM is always up and running and dispensing cash to your customers. Even if you are not one of our customers, we will do our best to help you so you remember us when you wish to upgrade. Experience the service our customers receive every day.

Most problems can be solved over the phone. If we can't solve it on the phone, one of our technicians will come to you within 24 hours. It's best to call first – sometimes those problems aren't really problems! You are only ever charged if our technician finds there was no problem, for example there was no money in the machine, there was power failure or a paper or belt problem. See our terms and conditions.

Warranty

All major components of the machine are covered by a 5 year parts and labour warranty.

Communications

We use a dial up system, just like a fax line. You need a dedicated line, called a fax stream line. Talk to your telecommunications provider about this. The line must be a separate dedicated line and not run through a PABX system.

Reporting

We provide you with monthly reporting on your ATM's performance every quarter. You will be provided with a statement that shows monthly transaction figures and rebates paid.

Consumables

You can order paper from us when you need it. Email us on orders@completeatmservices.com.au. Remember to order in advance to minimise downtime. (The ATM will still operate without paper, our staff can help you disable the printer over the phone and your customers will receive an OUT OF PAPER message on the screen). All transactions and cash adjustments are recorded to the electronic journal and can be recovered if required.

Replacement batteries are available for the electronic locks. Please contact us via email or phone us to order. Our friendly staff will instruct you on replacing these, along with resetting your combination. Call us any time for help.

Security

Complete ATM Services takes security very seriously. Put simply, when your business is closed, so is your ATM. Most vandalism and attempted burglaries of ATMS are at bank ATMS that are located in public and are easy to get to, not in your business that is securely locked with an open ATM door visible if possible.

As your ATM is located on your premises, the risk in cashing your ATM is lowered as potential thieves do not have the chance either to see you running to the bank on a regular day or time.

The ATM has three levels of security before anyone can get to the notes inside.

The La Gard electronic combination safe (this is not a slow dial but an electric lock) is regarded as one of the world's best combination locks. It has the option to make use of time delay releases should you wish to do so.

The ATM is securely bolted to your cement floor and cannot be removed. Its’ safe has a UL (Underwriters Laboratory) international certification which ensures it is of the highest quality and strength.

The cash cassette should be removed at night and stored inside your safe. The ATM door is also left open at night - to clearly demonstrate that there is no cash inside.

Card Skimming, Card Switching and Forced Withdrawals

CARD SKIMMING occurs when a reading device is attached to the ATM's card reader (to read the card's number). The thieves set up a camera nearby the key pad terminal in order to acquire the customer's PIN. In this way the unsuspecting customer has handed over his details to the thieves and does not even know it. These devices are set up when an ATM is unattended. This happens at street-facing bank-ATMs, as the thieves need time to attach the card-skimming device.

CARD SWITCHING occurs when a thief offers his assistance to customers and then swaps cards with the person. These criminals play on the trust of unsuspecting customers and they will always find a way to gain access to the PIN as well. This is particularly common amongst foreigners. This also happens when the customer is alone at a street-facing ATM.

FORCED WITHDRAWALS occur when a cardholder is forced or intimidated into making a cash withdrawal from his/her account, whereupon the cash is taken by the criminal. Research has shown that this most commonly occurs on isolated street facing ATMs.

All of these types of fraud are eliminated as the ATM is located where staff can see the machine. Most people would rather use an ATM in a well lit and safe place like a business than on a street at night.

  • Use ATMs where you feel most comfortable.
  • Avoid using the ATM if there are any suspicious looking people around.
  • Do not use the ATM if you notice anything unusual indicating it may have been altered.
  • Do not accept advice from any strangers, especially overly friendly strangers.
  • Do not let anyone see your PIN, not even the Police.
  • Keep your ATM receipts.