1. Introduction
Ensuring equitable access to banking services for all individuals is a fundamental aspect of financial inclusion. Recognizing the challenges faced by visually impaired customers, the Reserve Bank of India (RBI) has issued detailed guidelines mandating that all banks provide comprehensive and non-discriminatory banking facilities to such individuals.
These guidelines aim to remove physical, procedural, and technological barriers, ensuring that persons with visual impairments can independently and confidently access banking services across the country.
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2. Equal Access and Non-Discrimination
The RBI explicitly states that visually impaired persons are legally competent to enter into contracts, and therefore, banks cannot deny or restrict banking facilities on the grounds of visual disability.
Banks are required to offer the full range of services to visually impaired customers, including:
* Cheque book issuance (including third-party cheques)
* ATM/debit card and internet banking facilities**
* Locker services
* Retail loans and credit cards
This approach aligns with the principles of equality and dignity enshrined in the Rights of Persons with Disabilities (RPwD) Act, 2016, which prohibits discrimination in access to goods, services, and infrastructure.
3. ATM Accessibility
To ensure independent access to cash and account information, RBI mandates specific accessibility features for Automated Teller Machines (ATMs):
* All ATMs must have ramps for physical access by persons using assistive devices.
* New ATMs must be designed as talking ATMs equipped with Braille-enabled keypads.
* Existing ATMs should be progressively converted to talking ATMs as part of a time-bound roadmap.
* Banks should identify and publicize the locations of these accessible ATMs on their websites and branch notice boards.
These provisions empower visually impaired customers to manage their accounts independently while enhancing overall accessibility in banking infrastructure.
4. Branch Accessibility and Assistance
RBI guidelines require that bank branches be physically accessible to customers with disabilities. Key provisions include:
* Installation of ramps at entry points for easy access.
* Availability of magnifying glasses for customers with low vision.
* Staff must be trained to provide respectful and effective assistance to visually impaired customers during cash withdrawals, form filling, and service requests.
Banks are also encouraged to display information about facilities available for persons with disabilities at prominent locations within the branch premises.
5. Account Opening Procedures
Visually impaired individuals can open and operate bank accounts independently or jointly with any person of their choice. The standard account opening procedures apply, with the following additional provisions:
* On request, bank officials should read out the terms and conditions of the account opening form in the presence of a witness.
* All relevant information regarding account operations, service charges, and facilities must be clearly explained.
* The account should carry a note in the bank’s records indicating that the account holder is visually impaired, to ensure appropriate assistance when required.
These steps are intended to ensure transparency, informed consent, and the customer’s autonomy in decision-making.
6. Information Accessibility
Banks must make all account-related rules, terms, and conditions available in an accessible and readable format, such as large print, Braille, or through assistive digital technologies.
For customers with low vision, banks should also ensure that account statements and communication materials are clear, legible, and available in formats suitable for easy comprehension.
7. MANI App: RBI’s Initiative for Currency Identification
To further empower visually challenged individuals, the RBI launched the “MANI” (Mobile Aided Note Identifier) app, which allows users to identify Indian currency denominations through audio output or vibration feedback.
This mobile application can function without an internet connection after installation and serves as a vital assistive tool for enhancing financial independence among visually impaired persons.
8. Legal and Policy Framework
The RBI’s directions are reinforced by the broader legal framework established under the Rights of Persons with Disabilities (RPwD) Act, 2016, and the directives of the Chief Commissioner for Persons with Disabilities (CCPD).
The RPwD Act, 2016 expands the definition of disability to 21 categories and mandates:
* Equality and non-discrimination in all public and private services.
* Barrier-free access in public buildings and financial institutions.
* Employment reservations in government and government-aided institutions.
* Provision of assistive technologies and accessible infrastructure.
Thus, the RBI’s banking guidelines for visually impaired customers align with India’s national commitment to inclusion and accessibility.
9. Conclusion
The RBI’s framework for visually impaired customers reflects a progressive shift towards inclusive banking—one that upholds autonomy, accessibility, and equality. By mandating accessible ATMs, readable documentation, and non-discriminatory services, the central bank ensures that visual impairment does not limit financial participation.
For banks, the implementation of these measures is not only a matter of compliance but also a step toward building a more empathetic and inclusive financial ecosystem.
📘 For more details, refer to the [RBI Circular on Banking Facilities for Visually Impaired Persons](https://www.rbi.org.in/)
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