Written reply to Parliamentary Question on the measures to ensure independent access to banking services for visually impaired persons

Date: For Parliament Sitting on 2 July 2024

Name and Constituency of Member of Parliament

Mr Ong Hua Han, NMP

Question:

To ask the Prime Minister and Minister for Finance (a) how has MAS worked with banks to ensure independent access to banking services for visually impaired persons; (b) for each year from 2021 to 2023, how many times has MAS been contacted on the issue of visually impaired persons being prevented from independently accessing banking services; and (c) what recourse is available for visually impaired persons who face barriers to accessing banking services independently.

Answer by Mr Gan Kim Yong, Deputy Prime Minister and Minister for Trade and Industry, and Chairman of MAS:

1. Banks have been taking steps to facilitate their visually impaired customers' independent access to banking services. Examples include introducing "Talking ATMs" with audio guidance and Braille features to help visually impaired customers perform basic ATM transactions independently, training staff to assist visually impaired customers, and enhancing the accessibility of digital banking applications through improving their compatibility with voice command software.

2. From 2021 to 2023, MAS received four cases of feedback on visually impaired customers' user experience with internet and phone banking. The feedback were mainly related to issues with account verification via One-Time Password or Personal Identification Number, and were promptly resolved through the banks' assistance. For instance, guiding customers to use available solutions such as "Talking ATMs".

3. Visually impaired customers can contact their banks for assistance should they encounter difficulties in accessing banking services independently. MAS expects financial institutions to have processes to handle all customer feedback effectively and promptly, including concerns from visually impaired customers.

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