On recommendations for serving people with disabilities in financial institutions have been developed
Since the establishment of the Agency of the Republic of Kazakhstan for Regulation and Development of Financial Market (hereinafter - the Agency), the financial regulator has identified one of its priorities - ensuring accessibility of financial services for people with disabilities (hereinafter - PWDs). In 2020, together with the Association of Financiers of Kazakhstan (hereinafter - AFC) began to assess and analyze the legislation of Kazakhstan to identify barriers to the growth of financial accessibility for people with disabilities. A working group on improving financial accessibility and quality of financial services (hereinafter - the Working Group) was created, within the framework of which the Agency jointly with the AFC developed several documents for financial institutions. One of such documents is the Methodological Recommendations on the provision of financial services and services to persons with disabilities for financial institutions.
The methodological recommendations are aimed at ensuring full and unhindered access to facilities and financial services for people with disabilities, taking into account the provisions of the Law of the Republic of Kazakhstan "On Social Protection of Persons with Disabilities in the Republic of Kazakhstan.
The methodological recommendations were developed based on global experience in improving financial inclusion and include the main provisions to ensure the accessibility of financial services for people with disabilities of different categories:
- with visual impairments;
- with hearing and/or speech impairments;
- with disorders of the locomotor apparatus;
- with mental disabilities.
The recommendations identify the main directions and improving factors for equipping ATMs and terminals with appropriate technical and software features, the provision of financial services in the front offices and branches of financial institutions, the use of various communication channels. Based on the application of the Methodological Recommendations, the financial institutions will analyze the problematic issues arising in the process of providing financial services and serving of PWDs.
The Agency also developed and sent to financial organizations the Methodological Recommendations on ensuring the accessibility of information for PWDs based on the world experience. The recommendations include the requirements for information resources - bringing the interfaces of mobile applications and websites of financial institutions into compliance with the needs of all categories of PWDs.
After analyzing the limiting factors, as well as the experience of countries taking measures to remove barriers and integrate people with disabilities into the financial system (United Kingdom, Canada, USA, India, Australia, EU, and Russia), the Agency together with the AFC and public organizations, within the Working Group, developed an Action Plan. According to the Action Plan, the Agency and the Ministry of Labor and Social Protection of the Population of the Republic of Kazakhstan launched a survey of representatives of LOV to determine the most popular financial services. The data obtained as a result of the survey will allow you to digitize the financial services and products that PWDs plans to use.
One of the priority areas of financial inclusion is to develop remote mechanisms to provide financial services using biometric and remote methods of identification and authentication. Starting from August until the end of this year, the Agency, together with the National Bank of the Republic of Kazakhstan, the AFC, and financial organizations, will begin the process of identifying and eliminating restrictions that prevent the provision of financial services and the collection of biometric data of representatives of the PWDs. By the end of 2021, all interfaces of mobile applications and websites of financial organizations must be brought into compliance with the needs of PWDs.
In the fall of 2021, it is planned to launch a pilot project "Fully Inclusive Financial Institution". The project involves identifying a branch or front office of a financial institution that fully meets the needs of PWDs of all categories, both with infrastructure equipment and the availability of PWDs' staff competencies.
As part of the implementation of the Methodological Recommendations, the Agency, together with non-governmental organizations, will provide training for employees of financial institutions on interacting with representatives of people with disabilities. In this part, specialists of public organizations working in the field of support for people with disabilities are ready to train and advise specialists of financial institutions on communication and servicing people with various types of disabilities. Representatives of public organizations will also hold lectures, seminars, and training for the financial market on the issues of representatives of people with disabilities.
Thus, the Methodological Recommendations are aimed at improving the accessibility of services of financial institutions for persons with disabilities who experience difficulties in obtaining financial services and products. Particular attention is paid to improving the accessibility of remote service channels for this category of citizens. The main purpose of the Methodological Recommendations is to ensure equal opportunities for PWD to access financial services and products, to eliminate differences in financial accessibility for PWD, and to solve problems they have in obtaining financial services and products.
On the protection of the rights of consumers of financial services, please contact the hotline:
+7 (727) 237 1000
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