Palestine Monetary Authority

Instructions No. (8) of 2017

Regarding the Accessibility of Bank Buildings and Banking Services for Persons with Disabilities

Based on the provisions of Law No. (09) of 2010 Concerning Banks, particularly Article (72) thereof, and in accordance with the powers delegated to us, and in pursuit of the public interest, we have issued the following Instructions:

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Article (1)

Definitions

The words and phrases contained in these Instructions shall have the meanings specified below unless the context indicates otherwise:

Persons with Disabilities refers to persons defined in Law No. (4) of 1999 Concerning the Rights of Persons with Disabilities, and who hold a special disability card in accordance with the aforementioned law.

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Article (2)

Objective

These Instructions aim to consolidate the rights of persons with disabilities as follows:

1. Enjoying a decent life.
2. Obtaining banking services on par with other citizens and enabling them to manage their banking affairs with ease and privacy.
3. Prioritizing them in obtaining banking services.
4. Protecting their rights as consumers of banking services.
5. Enhancing financial inclusion rates by delivering banking services to all segments of society, especially persons with disabilities.

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Article (3)

Scope of Application

The provisions of these Instructions apply to all banks operating in Palestine, insofar as they do not conflict with other prevailing laws and regulations in Palestine.

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Article (4)

Engineering Specifications for Building Accessibility for Persons with Disabilities

Banks must provide engineering specifications in branch offices and offices to ensure their accessibility for use by persons with disabilities, as follows:

1. Entrances, corridors, and sloped surfaces (ramps) suitable for use by persons with physical disabilities in every ground-floor branch.
2. A mechanical lifting device in old branches located on upper floors that do not have electric elevators or special entrances for persons with physical disabilities, after obtaining the necessary approvals from the landlord and the local authority.
3. Electric elevators and wide entrances suitable for persons with disabilities in branch offices and premises, commensurate with the needs of all persons with disabilities, taking into account the width of their entrances and equipping them with necessary tactile, audible, and visual signals to facilitate their use.
4. Suitable entrances and corridors that facilitate the access of persons with physical disabilities to all ATMs located outside bank branches and offices, after obtaining the necessary approvals from the landlord and the local authority.
5. Providing a special desk in each branch that meets the requirements of persons with disabilities, and placing the special logo for persons with disabilities clearly on the desk.
6. Equipping all public parking spaces in each branch to serve persons with physical disabilities.
7. Ensuring the provision of a special car parking space for persons with disabilities in each branch, if dedicated parking spaces for the bank are available.

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Article (5)

Banking Products and Services

The bank must take all necessary and effective measures to ensure equality for customers with disabilities in managing their financial affairs and equality in accessing banking services, credit facilities, and other banking services, as follows:

1. Providing account opening forms and facility contracts printed in large print and Braille.
2. Accepting the signature of a blind or hearing-impaired customer without requiring witnesses, provided they sign a one-time notarized undertaking stating that two witnesses (who are not bank employees) are present, whereby the customer assumes full responsibility for conducting banking transactions without witnesses and exempts the bank from any liability arising therefrom. The signed undertaking must include all customer data, a personal photo, the type of disability, and the chosen signature format.
3. In the event that a person with a disability (customer) modifies their signature, a new undertaking must be signed in accordance with the requirements of item (2) above.
4. Opening accounts and conducting all banking transactions for blind persons via fingerprint and in the presence of two witnesses, in case the blind customer has not signed the undertaking mentioned in item (02) above.
5. Assigning a branch employee to read the basic terms and conditions for opening accounts to blind and visually impaired customers.
6. Assisting customers with disabilities in filling out forms, requests, and contracts upon the customer's request, to be done by two bank employees in the absence of witnesses.
7. Accepting ordinary powers of attorney related to customers with disabilities filling them out as agents for them to manage their bank accounts, with the necessity of informing them of the risks associated with using these powers of attorney and how to revoke them.
8. Issuing an ATM card / credit card or checkbooks to the customer with a disability upon prior request, after obtaining a written acknowledgment from them absolving the bank of liability and informing them of all details of the risks associated with the requested service.

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Article (6)

ATMs and Website

1. Providing ATMs speaking the Arabic language with buttons in Braille format (raised numbers and letters), with at least one ATM available per bank in each city at a minimum.
2. Printing the special logo for persons with disabilities on available ATMs fully compatible with the uses of persons with disabilities, and advertising the locations of these ATMs on the bank's website.
3. Developing the bank's website to be accessible for use by persons with disabilities, such as providing audio materials for the blind.

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Article (7)

General Provisions

All banks must comply with the following:

1. Reviewing and developing approved work procedures to include the requirements and needs of persons with disabilities of all categories.
2. Preparing a guide explaining how to provide banking services to persons with disabilities and training branch staff on how to do so.
3. Distinguishing accounts of persons with disabilities in the banking system according to the type of disability.
4. Training at least one employee at each branch to use and communicate in sign language.
5. Printing an identification "Business Card" for the branch employee specializing in dealing with persons with disabilities in Braille.
6. Printing promotional and informational brochures about banking services in Braille.

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Article (7)

Penalties and Fines

Anyone who violates the provisions of these Instructions shall be punished with a fine not less than (5,000) five thousand US dollars, and not exceeding (15,000) fifteen thousand US dollars.

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Article (8)

Repeal

Everything conflicting with the provisions of these Instructions is repealed.

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Article (9)

Implementation and Enforcement

All competent authorities shall implement the provisions of these Instructions within their respective jurisdictions. The provisions of these Instructions shall apply from the date of issuance for new branches, and from January 1, 2018, for existing branches.

Issued in Ramallah on 2017/06/11
Corresponding to: 16 Ramadan 1438 AH

Market Regulation Department
Palestine Monetary Authority

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