here is another circular.
IBA CIRCULAR No.CE/RB-1/vip/1766
November 18, 2008
The Chief Executives of all Member Banks
Dear Sirs,
Providing Banking Facilities to Visually Impaired Persons
We refer to our circular No.CIR/RB/1230 dated February 4, 2006 enclosing
procedural guidelines on the captioned subject. Subsequent to which, we have
received several representations from visually impaired persons regarding
the facilities and services being provided by banks and the ground level
difficulties being faced by them. As you are aware, procedural guidelines
were issued in the context of the order dated September 5, 2005 passed by
the Court of Chief Commissioner for Persons with Disabilities, New Delhi
regarding facilities to be provided to visually impaired persons.
Following complaints from Visually Impaired Persons, the Commissioner for
Persons with Disabilities had again issued an advisory to the Finance
Ministry and the Reserve Bank of India (RBI) in May 2008 to take necessary
steps to ensure that visually impaired persons are not denied normal banking
facilities.
Subsequently, the RBI, vide circular DBOD.No.Leg BC.91/09.07.005/2007-08
dated 4th June 2008 advised banks that all banks must render the same
services to a visually impaired person as it would to any other person
without discrimination. The Circular stated that the banks, must provide the
visually impaired with every facility viz., cheque Book facility, ATM
facility, net banking facility, locker facility, retail loans, credit cards
etc.
Following the above RBI circular, we had examined the need to revise the
procedural guidelines issued in February 2006 in consultation with IBA
Sub-committee on Customer Service and Customer Rights. We also had
interactions with a Mumbai based voluntary organization working for the
welfare of Impaired persons. The interactions indicated that technology
innovation in the recent years had greatly empowered visually impaired
persons in leading a normal life. Technology applications such as screen
readers for computers and mobile phones, which are being used by the
visually impaired persons for online/net banking, were demonstrated to us.
Visually impaired persons can read and understand printed documents etc. by
first scanning them and then getting them read out by the screen reader.
Further, we have seen demonstration of finger print technology being
developed by software firm which would enable banks to store thumb
impression of visually impaired persons in place of signature in their
system. Cheques authenticated by them with thumb impression can be scanned
and the image compared with that stored in the system to honor the cheque.
It is suggested that when this technology is fully developed and made
available in the market, banks should consider integrating it with their
core banking platform so that cheque book facility can be extended to a
larger segment of visually impaired persons.
Our attention was also drawn to the United Nations Convention on the Rights
of Persons with Disabilities, which clearly commits to rights of persons
with disability and their access to services. Article 9 of the Convention
enables persons with disabilities to live independently and participate
fully in all aspects of life and also gives them access to facilities and
services open or provided to the public, both in urban and rural areas.
Additionally, Article 12 states " Parties shall take all appropriate and
effective measures to ensure the equal right of persons with disabilities to
own or inherit property, to control their own financial affairs and to have
equal access to bank loans, mortgages and other forms of financial credit,
and shall ensure that persons with disabilities are not arbitrarily deprived
of their property."
It is expected that the guidelines issued by the RBI would result in an
increase in the number of ATM cards issued to visually impaired persons.
This would enhance the case for installation of talking ATMs to facilitate
hassle free operations by visually impaired persons. Banks are requested to
consider installing talking ATMs wherever feasible.
Keeping in view the above, we have revised the procedural guidelines for
providing banking facilities to visually impaired persons, copy of which is
enclosed. While finalizing the document the Sub-Committee took into
consideration that request for ATM facilities, online banking facilities
etc., would come only from visually impaired persons who are capable of
using the applications. Members are requested to kindly consider the revised
procedural guidelines and issue necessary instructions to the operating
staff.
Yours faithfully,
K Unnikrishnan
Dy. Chief Executive
Encl:A/a
PROCEDURAL GUIDELINES FOR BANKING FACILITIES TO VISUALLY IMPAIRED PERSONS
I. General Instructions Banking facilities for visually impaired persons
should be offered at all branches of the bank.
Banks should not equate visually impaired customers with illiterate
customers.
All Banks must provide the same facilities to a visually impaired
customer/prospective customer as it would to any other customer. But at the
same time the customers should be made aware of the risk involved in some of
these facilities which may be higher than that for a normal customer.
Additional facilities like reading and filling up of forms, slips, cheques
should be provided to a visually impaired customer, if required.
Banks should not deny any services to visually impaired customers including
visually impaired customers who use their thumb impression for operating the
bank account.
A visually impaired customer must not be forced to operate the bank account
jointly with any person or in the presence of any person.
Visually impaired customers may be allowed to appoint a person/persons as
their Power of Attorney or Mandate Holder to operate their bank account if
the visually impaired customer so desires. II. Opening of Bank Accounts
All banking products offered by the bank should be made available to
visually impaired persons.
The bank must follow the same procedure for opening the account of a
visually impaired person as it does for its other customers.
He / She must be allowed to open the account either singly or jointly with
others.
The Bank must allow the visually impaired customer to open a joint account
with anybody that he/she chooses including person(s) who is/are visually
impaired.
The Officer / Manager of the branch should read out the rules of business
and other terms and conditions in the presence of a witness, if required by
the customer.
The bank branch manager must inform a visually impaired customer/prospective
customer of his rights and liabilities before opening the account.
The documentation requirements of a visually impaired customer must be the
same as any other customer.
The account has to be clearly marked as "the account holder is visually
impaired".
III. Withdrawal of cash / Cheque book facility
Facilities for withdrawal of cash as are provided to all customers regarding
cash payments must be provided to visually impaired customers.
In case a visually impaired customer makes cash withdrawals at the bank then
the payment must be made in the presence of another bank employee/officer.
No outside witnesses are required unless the visually impaired customer
requests that such witnesses be present.
Operations should not be restricted to self-withdrawals.
Cheque book facility should not be denied to visually impaired person.
All procedures pertaining to the use of such cheque books by visually
impaired customers must be in accordance with that the other customers.
Cheques issued by visually impaired persons to third parties should be
honoured, if otherwise in order.
IV. Credit Cards /Debit Cards
Visually impaired customers must be issued credit cards/debit cards on
request.
All rules and regulation regarding credit/debit card must be available on
the web-site of the respective bank in accessible format. These should be
read out to visually impaired persons and perceived risk factors explained
to them.
Banks may consider issuing Credit/Debit Card with Photograph. This
Photograph will work as a identification/verification.
V. ATM/Debit Cards
Visually impaired customers must be permitted to avail of ATM facilities.
Banks should also ensure that the ATMs are accessible to other categories of
persons with disabilities such as the orthopedically disabled.
VI. On Line Banking / Mobile Banking and Tele Banking/Phone Banking
All banks must have Accessible websites and conform to international
accessibility standards.
All customer facing applications such as web applications, desktop
applications and mobile applications should be accessible to visually
impaired persons.
The banks should have alternate methods of user authentication/password
verification.
All features especially those related to customer security must be
accessible visually impaired persons.
VII. Lockers
Visually impaired customers should be provided with locker facility on
request.
Suitable lockers conveniently located for operations may be allotted.
Bank procedures for issuing a locker to a visually impaired customer must be
the same as to any other customer.
A visually impaired customer may be given the following options for
operation of locker:
Operation - Singly Operation - Singly with the assistance of a reliable
person, as per the choice of the Applicant. Operation - Jointly.
A visually impaired customer may request the person in-charge of the locker
to be present when the locker is opened or to check if nothing has been left
behind or fallen after the locker is closed.
VIII. Loans
Loans must be made available to visually impaired customers as are offered
to other customers and their impairment of vision should not be a criterion
for sanctioning/denying a loan.
No additional burden of interest payment, collateral and other terms should
be imposed on the visually impaired customer.
----- Original Message -----
From: "Asudani, Rajesh" <[email protected]>
To: <[email protected]>
Sent: Friday, February 17, 2012 1:02 PM
Subject: [AI] FW: Shameful SBI, Shameful!
From: [email protected] [mailto:[email protected]] On
Behalf Of Asudani, Rajesh
Sent: Friday, February 17, 2012 11:37 AM
To: [email protected]
Subject: (VIB) RE: Shameful SBI, Shameful!
This is also a classic case for knowing how a constitutional/legal
guarantee of equality can be deluded by bylaws, regulations,
notifications, circulars, guidelines and finally internal fiats of
organizations and become totally unrecognizable in the process.
From: [email protected] [mailto:[email protected]] On
Behalf Of Asudani, Rajesh
Sent: Friday, February 17, 2012 11:29 AM
To: [email protected]
Subject: (VIB) Shameful SBI, Shameful!
Friends
These are internal provisions of SBI about accounts to Visually
challenged.
I only endorse the point of thumb impressions on cheques being attested
due to non adoption of biometrics yet.
All other points are just plane mindless chatter.
What hope can we entertain if the largest bank behaves like this:
In terms of Indian Banks' Association (IBA) Circular Letter No
CE/RB-1/vip/1766 dated 18.11.2008 on 'Providing Banking facilities to
Visually Impaired Customers", INB facility can be provided to visually
impaired customer.
An indemnity is taken from visually challenged customers for issuing
cheque book. An indemnity on similar lines may be taken for providing INB
faclity too.
LIMITED Transaction rights may also be provided since we do provide Cheque
Book with certain limitations.
For your reference an extract from the Master Circular on Savings Bank
Accounts is reproduced herewith
------------------------------------------------------------------------------------------------------------------------------------
**EXTRACT** (Master Circular No. NBG/PBBU/LIMA/17 27th September
2011)
2.7.0 Accounts in the names of visually impaired/ blind persons
2.7.1 A visually impaired / blind person may at her / his own risk, open
ordinary or cheque operated deposit account in her/his sole name or
jointly with other person(s).
2.7.2 If a blind person is illiterate, or literate but unable to sign
uniformly, his thumb impression should be obtained as a rule on the
account opening form, pay-in slips and the withdrawal order forms and all
the other precautions prescribed for the opening and conduct of accounts
of illiterate depositors will be followed. However, if a blind person is
literate and he is in a position to sign uniformly, he may put his
signature on the account opening form, pay-in slips and the withdrawal
order forms. When a blind person is unable to be present personally for
withdrawal of money, his signature or thumb impression should be duly
attested by two persons known to the Bank or a magistrate under his court
seal and the pass-book should accompany the letter of withdrawal. In case
of cheque operated accounts all withdrawals by cheques will be permitted
only under the signature of a duly constituted attorney of the blind
account holder.
2.7.3 Where one of the depositors is blind, a joint account to be operated
by 'any one, survivors or survivor' or 'either or survivor' may be opened
and only the co-depositor who is not blind allowed to operate on the
account by means of cheques.
2.7.4 A prominent remark or by means of a rubber stamp indicating that the
depositor is blind will be made on the account opening form and in the
system under the initials/ authentication of a supervising official.
2.7.5 In all cases where a withdrawal order form or a pay-in slip is
presented by the blind depositor, a supervising official will ensure,
after making enquiry with the blind person, that the correct amount has
been entered therein; in the case of withdrawals, a supervising official
should satisfy himself that the correct amount is paid. An official making
verification of this nature will record on the relative voucher the fact
of having made the necessary enquiries.
2.7.6 Two copies of the photograph of the blind person should be obtained,
one copy being pasted on the account opening form and the other on the
pass book.
2.7.7 In case of cheque operated account, the visually impaired / blind
person may operate the account singly (i.e. self operated or through a
power of attorney) or jointly with any other person as given below:
A) SINGLE ACCOUNT
Operation by cheque in the account in sole name of a visually impaired /
blind depositor.
i) Operation by cheque in the blind / visually impaired depositor's
account in the sole name may continue to be permitted, under the signature
of a duly constituted 'power of attorney' of the account holder.
ii) Where the depositor declines to operate her/his account in the 'sole
name' through a power of attorney and insists on self operated cheque
facility account, her/his request may be acceded to, only if, the
depositor agrees to furnish an undertaking in the prescribed format that
the self operated cheque book facility be provided / extended to the
depositor / customer at her / his own risk.
B) JOINT ACCOUNT
Operation by cheque in the joint account of visually impaired / blind
depositor(s) i) Where one of the depositors is visually impaired/blind, a
joint account, to be operated by 'either or survivor' or 'anyone of us or
survivor(s)' may be opened and only the codepositor, who is not blind, is
allowed to operate on the account by means of cheques.
ii) In case, both / all the joint account holders are visually impaired /
blind, then the account will be operated as given below:
a. Under the duly constituted attorney of the (visually impaired / blind)
joint account holders.
b. Where the visually impaired / blind depositors/account holders decline
to operate their 'cheque facility account' in joint names through a 'power
of attorney' and insist on 'self / jointly operated cheque facility
account', their request may be acceded to, only if, both / all the joint
account holders agree to furnish an undertaking in the prescribed format
that the 'self operated cheque book facility' be permitted to the account
holders at their own risk.
2.7.8 SELF OPERATED CHEQUE FACILITY TO VISUALLY IMPAIRED PERSON
i) In case of self operated cheque facility, an undertaking in the
prescribed format will be obtained in duplicate from the depositor(s) at
the time of opening the account. One copy will be annexed to the account
opening form when forwarding it to the 'LCPC'. The duplicate copy shall be
filed separately at the branch and shall remain in the custody of the
'Manager of the Division' / 'Branch Manager'. The file shall be made
available to the inspecting officials for verification at the time of
audit.
ii) On receiving the cheque book from LCPC, the depositor should bring it
to the Bank for branding of caution stamp and/or attestation of the thumb
impression. The Bank official shall arrange for branding of the caution
stamp "CARE - DEPOSITOR VISUALLY IMPAIRED" on the cheque book (each cheque
leaf) to alert the Bank officials /operational staff. Also the thumb
impression of the account holder should be duly affixed on the cheque and
authenticated by the bank official under his signature and SS no., along
with the bank stamp.
iii) To enlarge the scope of banking facilities to the visually impaired /
blind customers, they may be allowed to issue 'Post Dated Cheques' to
banks and financial institutions.
iv) Crossed cheque book for specific purpose like payment of loan, utility
bills etc. may be issued to the visually impaired / blind depositors, if
requested. Or else, the cheques should be crossed at the time of issue.
v) In case of 'self operated cheque facility account' of visually impaired
depositors, the third party cash payment of self drawn cheques is not
permitted.
vi) On the request of a visually impaired account holder, the Bank should
issue cheques in the name of the specified payee to make periodic payments
for the retail loans, utility bills etc. Bank official will facilitate in
filling up the cheque in the presence of the visually impaired account
holder. At the time of issuing such cheque(s), thumb impression of the
account holder should be duly affixed on the cheque and authenticated by
the bank official under his signature and SS No. along with the bank
stamp.
vii) The cheque, where the depositor(s)' thumb impression is not attested
by the Bank official, shall be dishonored when presented for payment.
viii) For cash withdrawals the visually impaired person should personally
present herself / himself before the Bank official who will facilitate in
filling up the cheque.
2.7.16 In case of self operated cheque facility account of visually
impaired / blind depositors, the third party cash payment of self drawn
cheques is not permitted.
-------------------------------------------------------------------------------------------------------------------------------------
These are my views, INB is provided to visually challenged customers.
----- Original Message -----
From: Asudani, Rajesh<mailto:[email protected]>
To: mamta<mailto:[email protected]>
Sent: Friday, February 17, 2012 10:46 AM
Subject: RE: Internet banking for VI
What does your internal circular say?
From: mamta [mailto:[email protected]]
Sent: Friday, February 17, 2012 10:46 AM
To: Asudani, Rajesh
Subject: Re: Internet banking for VI
yes I have the circular for the same. will also try asking on the list if
some one has any different circular.
once again thanks a lot sir.
----- Original Message -----
From: Asudani, Rajesh<mailto:[email protected]>
To: mamta<mailto:[email protected]>
Sent: Friday, February 17, 2012 10:26 AM
Subject: RE: Internet banking for VI
Dear Mamta
I think there isno extra step in giving internet banking to VI.
All the presumptions regarding not disclosing password etc. to anybody,
and doing the transactions at one's own risk operative for sighted users
would apply.
All the normal undertakings etc. have to be taken.
No extra undertaking is required.
However, as your SBI has started giving only special internet banking to
VI, you may like to check out the internal circulars, if any, on the
matter.
From: mamta [mailto:[email protected]]
Sent: Friday, February 17, 2012 10:02 AM
To: Asudani, Rajesh
Subject: Internet banking for VI
Hello sir.
can you advice me the correct course of action to give a internet banking
to a VI customer?
Some one from other branch was asking me and so I am not so sure that how
do we get it. since I am a employee working they give it to me easily with
out any problems. it seams that customers face some problems on this. plz
can you help and tell me that what to do and how to go about it?
awaiting for your reply sir.
thanks a lot,
"Disabilities create barriers, but determination breaks them".
Hellen Keller.
P Go Green: DO NOT print this e-mail unless absolutely necessary
With thanks and regards.
Mamta.
STATE BANK OF INDIA
ANDHERI WEST.
Mumbai!
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With thanks and regards
(Rajesh Asudani)
Assistant General Manager
Reserve Bank of India
Nagpur
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