Access to Banking Services Survey

Posted: 25 April 2013

The Disabled People’s Association (DPA) advises local banks that their services should accommodate the needs of customers who have disabilities. 

In early 2013, DPA conducted a survey on accessibility of banking services for people with disabilities.  On 25th April 2013, DPA shared the findings of the survey at a seminar with its members and representatives from banking services. 

65% of the survey participants told DPA that they have experienced barriers/difficulties when using banking services.  However only 26% of them told their banks about their problems.  The barriers they experienced include using ATMs, authenticating their transactions using bank tokens or telephones, or visiting their local bank branches.

The survey participants are looking for improvements in accessibility and service delivery.  They suggested that ATMs need to be made more accessible for visually impaired and wheelchair users.  For those with hearing impairments, they want text, email or other methods of communication and authentication to be used instead of telephone calls.  More importantly, the participants told us they would like bank staff to be trained in handling the needs of those with disabilities. They also hope that bank staff are better informed about disability issues and more patient and helpful to customers with disabilities.

At Banking Survey Seminar, Marissa Lee Medjeral, Executive Director of DPA, said: 

“The right of a person 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 when Singapore signed the Rights of Persons with Disabilities in November 2012. DPA understands that it will take time to realise this right, but hopes that banks take up the challenge sooner, rather than later.”

A copy of the report can be download here

For further information or clarification, please contact Nina Munday, Diversity and Inclusion Consultant, on nina@dpa.org.sg or 6791 1134.