Regulatory Alerts2022-07-04 | Banking Act Direction No. 06 of 2022Addendum to Customer Charter - Accessibility to Banking Services for Customers with Special Needs
The Monetary Board of the Central Bank of Sri Lanka has issued an addendum to its Banking Act Direction requiring licensed banks to implement comprehensive policies that ensure accessible banking services for customers with special needs, including the elderly and disabled. The directive mandates that banks provide accessible physical outlets, digital channels compatible with assistive technologies, and specialized staff training while prohibiting discriminatory practices or additional fees for these services. Banks must establish quality assurance mechanisms, deploy accessible automated machines in strategic locations, and achieve full compliance through a staggered implementation schedule concluding by December 31, 2022.
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