What changed
RBI issued a circular on July 23, 2008, directing RRBs to ensure visually challenged persons are not denied any banking facility. This follows a 2005 court order that rejected risk-based denial of services like cheque books, ATMs, and lockers.
What it means for you
RRBs must treat visually challenged customers equally, offering full access to all products and services. Banks cannot cite operational risks as a reason to deny facilities; they must also provide assistance for cash withdrawals and other transactions.
What you must do
- Update branch policies to explicitly include visually challenged persons for all banking facilities
- Train staff to assist visually challenged customers with cash withdrawals and other services
- Ensure ATMs, lockers, and net banking are accessible and usable by visually challenged individuals
- Remove any internal guidelines that deny cheque books, third-party cheques, or credit cards based on visual impairment
Who it affects
Regional Rural Banks, RRB branch managers and staff, Visually challenged banking customers
Can we deny a locker facility to a visually challenged person citing safety risks?
No. The RBI circular, referencing a 2005 court order, states that risk is inherent for all customers and cannot be used to deny services to visually challenged persons.
Are we required to provide assistance for cash withdrawals?
Yes. The circular explicitly directs RRBs to render all possible assistance, including for cash withdrawals, to visually challenged customers.
Does this apply to net banking and credit cards as well?
Yes. The circular lists net banking facility and credit cards among the facilities that must be offered without discrimination.