Consumer advocacy group CUTS International Accra has urged the Bank of Ghana (BoG) to adopt stronger, more enforceable reforms on ATM charges as it undertakes a review of current fee structures in the sector.
The policy think-tank has proposed four specific measures to address what it describes as widespread unfairness in ATM-related costs: mandating up to four free third-party ATM withdrawals per month; eliminating monthly ATM card maintenance fees – particularly for customers who use only their bank’s machines; requiring visible on-screen disclosure of all fees before transactions are finalised; and enforcing minimum ATM uptime standards with penalties or compensation for non-compliance.
The proposals come amid growing consumer dissatisfaction with ATM service quality and fee transparency. Although BoG has hinted at a review of ATM charges in consultation with industry stakeholders, CUTS argued that recent measures fall short of ensuring consumer protection and restoring trust in the banking system.
“It is 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 should not pay for problems they did not create,” Appiah Kusi Adomako, West Africa Regional Director-CUTS International Accra, said in a written statement.
The organisation’s 2025 State of the Ghanaian Consumer report surveyed 1,795 respondents across the country and found that 71 percent had experienced ATM-related issues – ranging from technical faults and power outages to cash shortages – within the past three months.
Of these, 44 percent used third-party ATMs and 68 percent reported they were not informed of additional fees before the transaction was completed.
CUTS contended that the lack of fee disclosure at the point of transaction contravenes the BoG’s own Consumer Protection Directives, which require clear and upfront communication of costs. “Banks have a responsibility to be transparent about charges,” Mr. Adomako said.
While BoG has in recent months held consultations with financial institutions and hinted at possible reforms to fee structures – particularly third-party ATM charges – it has not yet implemented binding requirements. CUTS is pushing for time-bound action, warning that delays risk perpetuating consumer hardship.
The group also criticised banks for failing to pass on operational savings derived from ATM usage. ATMs were introduced to reduce reliance on physical branches and staff, yet customers continue to incur maintenance and per-transaction fees even when using their own bank’s terminals.
Focus group discussions conducted by CUTS revealed a pattern of frustration among users, including experiences of visiting multiple ATMs only to find them out of order – leading to unexpected costs and long queues.
“Digital banking should mean convenience, affordability and trust, not hidden costs,” Mr. Adomako said.
CUTS maintained that BoG must go beyond reviews and consultations to introduce enforceable guidelines that place consumers at the centre of digital banking services.
