ATM users left to suffer in scorching heat

Failure to provide basic facilities violates consumer rights and labour laws, warn experts

ISLAMABAD:

The midday sun beat down on Ghousia Chowk, Farooq-e-Azam Road, where a small crowd stood in front of a private bank's ATM. Among them was Mudassir, wiping sweat from his forehead, waiting for his turn to withdraw cash. There was no shade, no shelter — just the relentless heat. "This is the only ATM in the area," he said. "We are forced to stand here every time. We have no choice."

From Chandni Chowk to Commercial Market in Rawalpindi, the story is repeated. Rows of branded outlets line the roadsides, yet the guards posted outside complain of the same neglect. "If we demand better facilities, the company will simply replace us," said one security guard, his voice heavy with frustration.

Another guard stood on a narrow cemented strip outside a shop, his worn-out shoes pressing against the burning ground. Drenched in sweat, he endured hours in the scorching heat, watching over property worth millions while receiving no protection for his own health or dignity. "Thousands of vehicles pass every hour," he told APP. "The smoke and dust make it hard to breathe. Standing here is like standing inside a furnace."

Both the ATM user and the security guard — strangers bound by circumstance — reflect a wider reality across Pakistan: ordinary citizens and low-wage workers are denied even the most basic facilities.

At the Commercial Market, Ahmad Nawaz stood in line with four others ahead of him. "The system is slow, there's no shade, and we are suffocating in the heat," he said. Another customer, Bilal Shabbir, said he had already visited several ATMs — either out of service or out of cash. Nearby, an elderly woman, Saima Ayub, gestured toward the bank's air-conditioned hall: "They sit inside with cold water while we are left outside in the heat. Is this how they treat old people?"

When asked about the lack of facilities, the branch manager dismissed the issue: "If the head office gives approval, we will install it. Standing in the sun for a short while is not that painful," he said with a smile.

Legal experts disagree. Advocate Usman Farooq noted that under Pakistan's labour and consumer protection laws, companies are obligated to provide basic facilities for both customers and employees. He cited the Punjab Consumer Protection Act 2005, which grants citizens the right to dignified services, including safe and reasonable conditions at banks. "Failing to provide shade for customers or proper uniforms for guards is not just negligence — it can be a violation of human rights and consumer protection laws," he said.

Similarly, the State Bank of Pakistan's Banking Conduct and Consumer Protection Regulations require banks to provide accessible, safe, and customer-friendly environments, including adequate seating, shade, and shelter at ATMs and branches.

As the day ended, the queues remained. Customers still waited outside ATMs under the fading sun, while security guards continued their long shifts in the dust and heat. The money withdrawn carried its financial value, but the real cost was borne in sweat, exhaustion, and silent patience.