I completely agree and echo the concerns listed below.
I am an android user and equally blocked by the new HDFC mobile banking app. Also went and notified the bank manager of my home branch but haven't heard anything yet.
This app and site inaccessibility is completely disabling my access and when I am dependent on others for assistance, it is killing my financial privacy and security.
Dear HDFC Digital Banking Team,
I am writing to highlight several accessibility challenges experienced while using both the HDFC Bank Mobile Banking App (iOS) and the HDFC NetBanking website. As
a customer who relies on assistive technologies such as screen readers, these issues significantly impact my ability to use your digital services independently and securely.
1. Mobile App: Two Factor Authentication (2FA) Approval Screen
During the NetBanking login process, when prompted to authorize sign in from the mobile app, the approval screen displays a “Swipe right to accept” instruction.
However, this element is not exposed as an accessible control for screen readers and cannot be activated using assistive technology.
Only the Decline option works as an actual actionable button.
This creates a barrier for customers with disabilities, preventing us from completing a critical security step without sighted assistance.
2. NetBanking Website: OTP Page Produces Continuous Clicking Sound
When the system directs the user to the OTP entry page, a repeated clicking sound is played due to a progress indicator.
For screen reader users, this sound is extremely disorienting and interferes with the ability to focus on entering the OTP safely.
3. Unlabelled and Mislabeled Buttons (Mobile App & Website)
Across both platforms, several buttons are:
• Unlabelled
• Incorrectly labelled
• Announced inaccurately by screen readers
This makes navigation unpredictable, error prone, and in some cases, impossible without external assistance.
4. Need for Compliance with the RPwD Act, 2016
As per The Rights of Persons with Disabilities (RPwD) Act, 2016, enforced on April 19, 2017, all service providers—including banks—are required to ensure that their
digital platforms are accessible to persons with disabilities.
Accessibility is not only a legal requirement but also essential for inclusive and dignified digital banking.
I kindly request your team to review and address these issues at the earliest by ensuring:
• All UI controls are properly labelled and accessible
• Approval screens use standard, screen reader compatible action buttons
• Auditory distractions (such as unnecessary clicking sounds) are removed or made optional
• Compliance with WCAG 2.1 AA and RPwD guidelines is validated before updates are released
Improving accessibility will enhance the banking experience for thousands of customers who rely on assistive technology.
Thank you for your attention to this important matter. I look forward to seeing improvements that make HDFC’s digital services truly inclusive.
