What changed
RBI issued a circular reminding UCBs that visually challenged persons cannot be denied any banking facility. It references a 2005 order from the Chief Commissioner for Persons with Disabilities that banks must provide cheque book, ATM, and locker facilities and assist with cash withdrawals. The circular explicitly lists facilities including third-party cheques, net banking, retail loans, and credit cards.
What it means for you
UCBs must treat visually challenged customers on par with all other customers for every banking product and service. The element of risk in operating facilities like ATMs or lockers is not a valid ground for denial, as risk exists for all customers. Banks must also actively assist visually challenged persons in availing these facilities at branches.
What you must do
- Update internal policies to explicitly include visually challenged persons as eligible for all banking facilities without discrimination.
- Train branch staff to provide necessary assistance for cheque book issuance, ATM use, locker access, and cash withdrawals.
- Ensure ATMs and net banking platforms are accessible to visually challenged users as per existing guidelines.
- Review and remove any internal circulars or practices that restrict facilities based on visual impairment.
- Communicate this directive to all branches and compliance teams immediately.
Who it affects
Primary Urban Co-operative Banks (UCBs), Branch managers and customer-facing staff, Visually challenged banking customers, Compliance and legal teams at UCBs
Can we deny a cheque book to a visually challenged customer citing risk of misuse?
No. The RBI circular, citing a court order, states that risk is inherent for all customers and cannot be used to deny facilities to visually challenged persons.
Does this circular apply only to UCBs or to all banks?
This specific circular is addressed to all Primary Urban Co-operative Banks. However, similar instructions have been issued to other bank categories separately.
What assistance must we provide at branches?
Branches must render all possible assistance to visually challenged persons for availing banking facilities, including help with cash withdrawals and operation of ATMs and lockers.