NFIs to become more accessible for the disabled, elderly and mobility-impaired
Non-bank financial institutions (NFIs) (insurance companies, pension funds, microfinance organisations (MFOs), consumer credit cooperatives, etc.) are taking the specific needs of disabled, senior and mobility-impaired individuals into consideration, aiming to make their offices, websites and mobile applications more accessible and clear for disabled and disadvantaged customers. This subject was discussed in the information letter prepared by the Bank of Russia and forwarded to NFIs and self-regulatory organisations of financial market participants.
The document, signed by Governor Elvira Nabiullina, recommends all financial institutions to introduce the necessary amendments to their sites and mobile applications to make them user-friendly for individuals with hearing or vision impairments. For the blind and people with partial vision impairments, these institutions may also use applications converting text into oral messages using clear and intelligible speech; customers with hearing impairments are able to use chat or video chat technology accompanied by a sign language interpretation service. Besides this, in place of long and complicated texts, the regulator suggests that NFIs use concise language, simple and comprehensible pictures, schemes and diagrams. The Bank of Russia believes that these improvements will make financial institutions’ sites and mobile applications more attractive and convenient to use, not only for these specific individuals, but for all consumers.
In addition, the letter advises that NFI offices be equipped with access ramps, anti-slip covering, call buttons to summon staff to escort persons with disability (PWDs), as well as special sound amplifiers and communication devices allowing keyboards to be used for interaction with NFI specialists. The Bank of Russia's letter suggests that the introduction of contrast markings and tactile signs, audio announcement services and switch boards in servicing zones would also be reasonable.
The document recommends that NFIs invite sign language interpreters or visual narrators for making (amending) financial service agreements, and allow PWDs to sign documents by means of facsimile signature, electronic signature, or to delegate this right to their fiduciaries. Also suggested is an at-home service, wherein PWDs, elders or mobility-impaired customers may be visited at their place of residence by an NFI employee.
To equip the staff of financial institutions with the skills required to interact with PWDs, the Bank of Russia recommends that training programmes include specific subjects for employees who will be interacting directly with NFI customers. All organisations have been advised to specify internal rules for these services, assign responsibility to certain management personnel, and inform both existing and potential customers that special services are now available for individuals with mobility impairments, people with particular needs and the disadvantaged.
Prior to this the Bank of Russia sent a similar information letter to credit institutions.