The Bank of Russia recommends that financial institutions use their remote channels to provide services to people with disabilities, elderly individuals, and people with limited mobility. Additionally, these channels should be used to verify the powers of authorized persons acting on their behalf.
Such verification may also be required for implementing the ‘helping hand’ option when a person agrees with another client of a financial institution to appoint the latter as an assistant (authorized person).
To make remote channels more accessible to visually impaired individuals, they should be enabled to set the payment card PIN code using interactive voice response (IVR) or in the mobile application. Furthermore, entering the PIN code using Braille when visiting a bank office should be facilitated.
When people with disabilities or low mobility contact a bank via remote channels, they should receive comprehensive advice from a bank employee rather than just interacting with a chatbot or IVR system. Clients can inform financial institutions about their special needs in advance so that this information can be verified through state data systems or by using the Digital Profile upon the individual's consent and subsequently taken into account when providing services.
To enhance accessibility at financial institution offices, facilities should include wheelchair ramps, platform lifts, and audio navigation systems. If accessing a bank building is challenging due to architectural specifics, banks should offer field employee services or remote services. The regulator emphasizes that opinions from people with disabilities and their organizations and associations should be considered when assessing further work.