Introduced as a cornerstone of modern banking, Automated Teller Machines (ATMs) promised Ghanaians 24-hour access to their funds and reduced congestion in banking halls. However, unreliable services and hidden charges are undermining these benefits, prompting urgent calls for reform.

Appiah Kusi Adomako, West Africa Regional Director for CUTS International Accra, voiced the frustration of many Ghanaians, saying:
“It’s deeply unfair to charge people extra for using another bank’s ATM when their own bank’s machine is broken or out of cash. Consumers shouldn’t pay for problems they didn’t create.”

This sentiment is backed by the 2025 State of the Ghanaian Consumer report, a comprehensive study by CUTS that surveyed 1,795 consumers across the 10 regions. The findings paint a troubling picture: 71 percent of respondents encountered ATM-related issues in the past three months, including technical glitches, power outages, or cash shortages. Of these, 44 percent were forced to use third-party ATMs, with 68 percent reporting they were not informed of additional fees before completing their transactions.

The lack of transparency in fee disclosures is a major grievance. In advanced financial systems, ATMs typically display charges before a transaction is approved, allowing users to make informed decisions. In Ghana, however, many consumers only discover fees through debit alerts or bank statements—a practice that violates the BoG’s Consumer Protection Directives. Adomako emphasized:
“Banks have a responsibility to be upfront about costs. Every Ghanaian deserves to know exactly what they’re being charged for when they use an ATM.”

The financial burden of ATM fees is particularly unjust given the operational savings banks enjoy. ATMs reduce the need for human tellers and ease pressure on physical branches, significantly cutting costs for financial institutions. Yet, these savings are rarely passed on to consumers, who face monthly maintenance fees or per-transaction charges, even when using their own bank’s machines. Adomako noted:
“Banks benefit immensely from ATMs, but instead of rewarding customers with affordable services, they’re shifting costs onto them. This erodes trust in the banking system.”

Personal stories reflect the broader data. Many Ghanaians recount visiting multiple ATMs only to find “Out of Order” signs, forcing them to use third-party machines and incur unexpected fees. Focus group discussions conducted by CUTS revealed consistent frustration with long queues, frequent downtimes, and undisclosed charges. One participant shared:
“You’re already stressed because your bank’s ATM isn’t working, and then you get hit with a fee for accessing your own money from a different bank’s ATM. It feels like a punishment.”

CUTS International Accra welcomes the BoG’s recent commitment to review ATM charges but urges swift and decisive action. The organization proposes four key reforms to protect consumers and restore fairness:

1. Free Third-Party ATM Withdrawals – Mandate up to four free third-party ATM withdrawals per month to shield consumers from fees when their bank’s machines are unavailable.

2. Eliminate ATM Maintenance Fees – Phase out monthly ATM card maintenance fees, particularly for customers who use their bank’s ATMs exclusively, aligning Ghana with global best practices.

3. Mandatory Fee Disclosure – Require all ATMs to clearly display fees before transactions are completed, empowering consumers with transparency.

4. Penalties for Downtime – Enforce minimum ATM uptime standards, with regulatory penalties or customer compensation for banks that fail to maintain reliable services.

Adomako concluded:
“The Bank of Ghana must adopt a consumer-first approach to ensure Ghanaians aren’t penalized for banking inefficiencies. Digital banking should mean convenience, affordability, and trust—not hidden costs.”

According to the Network, it is particularly disheartened by the reasoning behind these sentiments, which centres on the demand to include official vehicles of the Chief Justice and Speaker of Parliament among those permitted to use sirens as warning devices.

This it pointed out pushed for a second withdrawal which it said is deeply disappointing to the Network, especially as both sides of the House of Parliament supported the initial withdrawal following public outcry.

“We strongly hold the view that any attempt by individuals or groups to suggest a second withdrawal of the re-laid Legislative Instrument (LI) should be viewed as an effort to undermine the LI, which has undergone rigorous administrative review processes, including nationwide stakeholder engagement and consultations spanning eight years. Previously, the LI spent 17 days in Parliament, from July to August 2024, just shy of the required 21 days for it to become law”, it mentioned in a statement.

“The implications of further delays are significant, as the LI’s critical provisions to address emerging challenges in road transport are essential to combat the rising trends in road traffic crashes and casualties in the country. Any further delays will push the implementation of these crucial measures to next year, hindering progress in road safety”, it added.

Some of these measures include new regulations for the removal of disabled vehicles otherwise known as towing to replace the existing ones that requested every vehicle owner to pay a “road safety fee/levy which also received public uproar, the introduction of traffic enforcement camera technology to automate enforcement of road traffic laws and regulation and new provisions to regulate emerging trends in vehicle construction and use, such as electric vehicles, self-drive vehicles, emergency exits for buses, and ride-hailing services (uber, bolt, yango, etc)

On the issue of including the Chief Justice and the Speaker of Parliament in the new LI, the Civil Society Network on Road Safety they emphasised that the Ghana Police Service has a longstanding responsibility to provide motorcade services for high-profile public officials, including the President, Vice President, Speaker of Parliament, Chief Justice, and others, to ensure their safety and security.

“The Police Service has a statutory duty to precede the movement of these officials and has consistently carried out this task with excellence. For instance, the Speaker of Parliament and the Chief Justice have dedicated police motorcycles and riders attached to their offices. Similarly, Members of Parliament, Metropolitan, Municipal, District Chief Executives, and certain high-ranking officials, including heads of public institutions and chief executives, have police officers assigned to them for their safety and security. Additionally, the Inspector-General of Police occasionally assigns police officers to escort private individuals through traffic and to various destinations. These practices cannot be codified or explicitly stated in the Road Traffic Regulations”, it said.

The group urged all Ghanaians, particularly road safety advocates and anyone with a vested interest in public safety, to voice their opposition to the proposed second withdrawal of the Legislative Instrument (LI).

“By speaking out, we can prevent unnecessary delays in Parliament and allow the LI to complete its 21-day maturity period unchecked, ultimately becoming law. We must collectively advocate for the swift passage of this crucial legislation to enhance road safety in our country”, it added.

“Safety on our roads should be and remain paramount in Ghana, we as a people cannot afford to see our citizens perish on our roads through preventable crashes which the LI seeks to address”, it said.

“We reiterate our unwavering support for the legislative amendment process and urge Parliament to exercise prudent judgment in its consideration of withdrawing the Legislative Instrument (LI) for a second time. We implore Parliament to make a thoughtful decision that prioritizes the greater good of road safety in our country”.

Source: James Eshun

READ ALSO:

• Mandate chiefs to select government appointees to MMDAs
• Aviation operator remanded for allegedly siphoning jet fuel
• NSS warns against attempts to influence postings through illegal payments