Make banking services more disabled-friendly: Association

SINGAPORE — Insufficient consideration has been given to the design of automated teller machines (ATMs) and online banking facilities for people with disabilities, according to a survey conducted by the Disabled People’s Association (DPA).

It discovered that 65 per cent of the 46 respondents surveyed had encountered difficulties when using banking services.

The DPA suggested that braille letters be imprinted on online banking tokens and that deposit counters at branches be lowered to a height where wheelchair users can communicate with tellers comfortably, among others — which two local banks said they would consider, as they cited improvements they have made to help the disabled with their banking needs.

DBS and OCBC Bank said their ATM pin pads come with a raised number “5” to help visually-impaired customers identify and navigate them.

In 2006, DBS launched a voice-activated security device token to assist such customers with their online banking transactions.

In addition to a raised “5”, the token uses text-to-speech technology and helps customers access more than 90 banking services, including bank transfers and bill payments. The token is given out free to visually-impaired customers upon request.

DBS added that it is progressively installing Teller Assist Units (TAU) at its branches to help customers with their cash transaction needs in its consultation pods instead of over the high counters.

The survey, conducted in January, also found that having staff who were patient and trained in dealing with the needs of customers with disabilities was a top concern.

Ms Helen Neo, Head of Business Operations and Support at Maybank Singapore, said the bank plans to incorporate dealing with disabled customers into its training and noted that its staff “make the effort to take special care and be more patient” with customers with disabilities even without “formal training”.

DPA Executive Director Marissa Lee Medjeral said: “The rights of people with disabilities to manage their own finances is not only integral to living as independent a life as possible, it is also a right guaranteed to them ... DPA understands that it will take time to realise this right but hopes that banks take up the challenge sooner, rather than later.”

Ashley Chia