Chapter Five: Instructions for Facilitating the Access of People with Disabilities, Illiterate People, and the Elderly to Banking Services and Products

In implementation of the provisions of the Banking Law No. 88 of 2003, and in light of the positive role played by the Central Bank of Egypt in facilitating access for people with disabilities to banking services and products, and to ensure the provision of appropriate services and products for people with disabilities, the Central Bank of Egypt has issued the following instructions:

The Supreme Council of the Central Bank of Egypt, in its session held on September 27, 2021, issued the instructions for facilitating the access of people with disabilities to banking services and products.

These instructions are issued to implement the provisions of the Banking Law No. 88 of 2003, and to ensure the provision of appropriate services and products for people with disabilities, in accordance with the principles of fairness and justice.

1. Date: September 30, 2021

Scope of Application:

These instructions apply to all banking institutions and branches, whether public or private, as well as all branches and representative offices of foreign banks operating in Egypt, and all branches and representative offices of foreign banks operating in Egypt. These instructions do not apply to persons who have total or partial mental or intellectual disabilities.

First: General Rules:

1. Banking institutions must ensure that all communication with people with disabilities is clear and easy to understand, and that the pace of communication is slow.
2. The rights of people with disabilities to access banking services and products must be respected.
3. The pace of communication with people with disabilities must be slow, and the use of simple and clear language must be ensured.

Second: Due Diligence Procedures:

1. Banking institutions must ensure that the pace of communication with people with disabilities is slow, and that the use of simple and clear language is ensured to confirm the disability and the client's understanding of the transaction, without causing any harm or damage.
2. The use of simple and clear language for illiterate clients (or those with visual impairments) is permitted for a single transaction only, provided that the identity of the client is verified and the transaction is recorded in the bank's records, ensuring that the client understands the transaction and its implications.
3. The bank must ensure that the client understands the information provided.

Third: Principle of Fairness and Justice:

1. All clients, including people with disabilities, must be treated equally in banking services and products, without discrimination.
2. If a person with a disability requests a service or product that is not available to other clients, the bank must provide it, provided that it is available to other clients or can be provided through alternative means.
3. People with disabilities must be provided with information in accessible formats, such as Braille, large print, or audio, to ensure their understanding of the information provided, and to ensure that they are not disadvantaged compared to other clients.
4. Banking institutions must provide information to people with disabilities through accessible means, such as SMS, provided that the client has consented to receive information via SMS, and that the information is clear and easy to understand.
5. Banking institutions must provide services to people with disabilities in a manner that ensures their dignity and privacy.
6. Banking institutions must provide services to people with disabilities in a manner that ensures their dignity and privacy, and that they are not subjected to any form of discrimination or harassment.

Fourth: Disclosure and Transparency:

1. Banking institutions must ensure that all information provided to clients is clear and easy to understand, and that it is provided in a manner that is accessible to people with disabilities.
2. Banking institutions must provide information to people with disabilities in accessible formats, such as Braille or audio CDs.
3. Banking institutions must ensure that all information provided to clients is clear and easy to understand, and that it is provided in a manner that is accessible to people with disabilities.
4. Banking institutions must ensure that all information provided to clients is clear and easy to understand, and that it is provided in a manner that is accessible to people with disabilities.
5. Banking institutions must provide information to illiterate clients in a manner that ensures their understanding of the information provided, and that they are not disadvantaged compared to other clients.

Fifth: Infrastructure Preparation for Clients with Disabilities:

1. At least 10% of bank branches must be equipped to serve people with disabilities, and must provide appropriate services and products for people with disabilities, including those with visual impairments. This requirement applies to all branches opened after 2018, and to branches that undergo renovation or expansion. Banking institutions must ensure that at least 10% of their branches are equipped to serve people with disabilities.
2. Banking institutions must ensure that all branches are equipped to serve people with disabilities.
3. Banking institutions must ensure that all branches are equipped to serve people with disabilities.
4. Banking institutions must ensure that at least 10% of their branches are equipped to serve people with disabilities, and that these branches provide appropriate services and products for people with disabilities.
5. Banking institutions must ensure that all branches are equipped to serve people with disabilities.
6. Banking institutions must ensure that all branches are equipped to serve people with disabilities.
7. Banking institutions must ensure that all branches are equipped to serve people with disabilities.
8. Banking institutions must ensure that all branches are equipped to serve people with disabilities.
9. Banking institutions must ensure that all branches are equipped to serve people with disabilities.

Sixth: Staff Training:

1. Banking institutions must train their staff to provide appropriate services and products for people with disabilities, and to ensure that they are able to communicate effectively with people with disabilities. Staff training must include information on the rights of people with disabilities, and on how to provide appropriate services and products for people with disabilities.
2. Banking institutions must ensure that all staff are trained to provide appropriate services and products for people with disabilities.

Seventh: Transitional Provisions:

The provisions of these instructions shall apply to all banking institutions and branches, whether public or private, as well as all branches and representative offices of foreign banks operating in Egypt, and all branches and representative offices of foreign banks operating in Egypt.

It has been decided to apply the facilitations set forth in the Circular Letter dated September 30, 2021, regarding instructions for facilitating the access of people with disabilities to banking services and products, to illiterate persons and the elderly (65 years and older), specifically the following provisions, for a period not exceeding six months from the date of:

1. First: General Rules, Article 3: The pace of communication with illiterate persons must be slow, and the use of simple and clear language must be ensured.
2. Second: Due Diligence Procedures, Article 3: The bank must ensure that the client understands the information provided, and that the client is not disadvantaged compared to other clients.
3. Third: Principle of Fairness and Justice, Article 3: People with disabilities must be provided with information in accessible formats, such as Braille, large print, or audio, to ensure their understanding of the information provided, and to ensure that they are not disadvantaged compared to other clients.
4. Fourth: Disclosure and Transparency, Article 5: Banking institutions must provide information to illiterate clients in a manner that ensures their understanding of the information provided, and that they are not disadvantaged compared to other clients.
5. Fifth: Infrastructure Preparation, Article 5: Banking institutions must ensure that all branches are equipped to serve the elderly, and that they provide appropriate services and products for the elderly.
6. Fifth: Infrastructure Preparation, Article 9: Banking institutions must ensure that all branches are equipped to serve the elderly, and that they provide appropriate services and products for the elderly.

2. Date: September 3, 2023