What changed
RBI reiterated existing instructions after complaints from the Office of the Chief Commissioner for Persons with Disabilities that visually challenged persons faced hurdles with internet banking. It reminded RRBs to strictly follow earlier circulars from 2008 and 2009 on non-discriminatory service and accessible ATMs.
What it means for you
Banks must treat disabled customers as legally competent to contract and offer all products equally. Non-compliance could invite regulatory action. This reinforces that accessibility is not optional—ramps, talking ATMs, and Braille keypads are mandatory for new ATMs.
What you must do
- Audit current practices to ensure no discrimination against visually challenged or disabled persons in any banking facility.
- Verify that all existing and future ATMs have ramps and at least one-third of new ATMs are talking ATMs with Braille keypads.
- Train staff to handle service requests from disabled customers without bias or delay.
- Review internet banking platforms for accessibility features like screen reader compatibility.
Who it affects
Regional Rural Banks, Visually challenged and disabled banking customers, ATM and digital banking operations teams
Does this circular apply only to RRBs?
Yes, the circular is specifically addressed to all Regional Rural Banks, but similar instructions apply to other banks via earlier RBI circulars.
What facilities must be offered without discrimination?
Cheque book facility including third-party cheques, ATM facility, net banking, locker facility, retail loans, and credit cards must be offered equally to visually challenged persons.
Are there specific ATM requirements?
Yes, all existing and future ATMs must have ramps, and at least one-third of new ATMs must be talking ATMs with Braille keypads.