• Measures for elders, disabled, and financially illiterate  

Banks have been instructed to ensure that elderly persons, persons with disabilities and customers with limited financial literacy have fair and accessible access to banking services, with the Government warning that it will intervene if implementation is delayed.

Deputy Economic Development Minister Nishantha Jayaweera gave the assurance in Parliament yesterday (9), responding to a question raised by Parliamentarian Sugath Wasantha de Silva on access to banking facilities for customers with special needs.

He said licensed banks are required to pay special attention to vulnerable customers and take appropriate measures to ensure their access to banking services.

“The Central Bank of Sri Lanka (CBSL) issued amendments in July 2022 to expand the provisions of the relevant directions and improve access to banking services for customers with special needs,” he said.

Accordingly, all State and private banks have been instructed to ensure that newly procured automated teller machines (ATMs), cash deposit machines (CDMs) and other self-service machines are equipped with appropriate accessibility features for visually impaired customers, including Braille systems, keyboards and audio input facilities.

Banks have also been requested to introduce such machines to facilitate visually impaired customers and gradually replace existing ATMs that lack accessibility features with new machines equipped with the necessary facilities.

Jayaweera said banks had further been instructed to ensure that their applications and websites are compatible with standard accessibility features available on devices used by customers with special needs, including mobile phones, laptops and tablets.

Licensed banks have also been asked by the CBSL to coordinate with other banks and strategically install accessible machines to ensure that at least one such machine is available in each area to meet the needs of visually impaired customers.

“If there is a delay in implementing these measures, we will discuss the matter with the CBSL and take the necessary intervention to implement them as quickly as possible,” he said.

Access to banking and other essential services has long been a challenge for many persons with disabilities, particularly those with visual, hearing or mobility impairments.

Physical barriers at service points, limited accessibility features on digital platforms and difficulties in obtaining information in accessible formats can make financial transactions more difficult for such customers.