Palestine Monetary Authority

Instructions No. (6) of 2026

Regarding the Inclusion of Persons with Disabilities in Banking Services

Based on the provisions of Law No. (9) of 2010 regarding Banks, specifically Articles (43, 72) thereof, In accordance with the powers vested in us, And to achieve the public interest, We have issued the following instructions:

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Article (1)

Definitions

The words and phrases appearing in these instructions have the meanings specified below, unless the context indicates otherwise:

Persons with Disabilities: According to the definition provided in Law No. (4) of 1999 regarding the Rights of Persons with Disabilities or any legislation replacing it.

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Article (2)

Objective and Scope of Application

1. The provisions of these instructions aim to ensure that persons with disabilities have access to banking services and products on par with other citizens, and to enable them to manage their banking affairs with ease, privacy, and protection of their rights and interests, in line with global practices for disability inclusion.
2. The provisions of these instructions apply to all banks licensed by the Palestine Monetary Authority to conduct banking business.

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Article (3)

Standards for Preparing and Adapting the Physical Environment for Accessibility

The bank must adhere to the following standards for preparing and adapting the physical environment:

1. Provide a special wide parking space with signage for use by persons with disabilities near the main entrance or in the bank's special parking areas, coordinating with local authorities to ensure it is not used by non-disabled persons.
2. Provide sloped ramps in front of the main entrances of bank branches according to optimal engineering standards, ensuring the height and length of the ramp allow persons with disabilities to access safely and independently, with a rough, non-slip surface and iron railings of different heights on both sides, firmly fixed.
3. Prepare main entrances and internal corridors, and use tactile directional flooring for persons with visual disabilities to navigate independently and without obstacles to the reception desk, teller counters, or banking services.
4. Ensure that entrances and corridors are free of thresholds, and use non-slip internal flooring.
5. Ensure that the internal space in the reception area and the internal area at teller counters and customer service is wide enough to allow movement and turning of wheelchair users.
6. Ensure lighting is clear and evenly distributed.
7. Place a rough tactile strip on the edges of internal stairs, with a color clearly contrasting with the color of the internal stair flooring.
8. Ensure the reception desk and teller counter are of appropriate height for all persons with disabilities, specifically persons with physical disabilities and short stature, or have two height levels to meet the diverse needs of users from persons with disabilities and others, or provide suitable desks to serve them and ensure the reception desk is ready to provide them with all required information in accessible ways and offer assistance and support if they wish.
9. Provide electric elevators and wide entrances suitable for persons with disabilities in branch headquarters and offices, compatible with the products of all persons with disabilities, ensuring wide entrances and equipping them with tactile (Braille), audible, and visual signals necessary to facilitate their use, ensuring the space in front of elevators is sufficient and accommodates wheelchair turning.
10. Ensure lighting in the banking service area is clear and evenly distributed, enabling persons with partial visual disabilities or low vision to read texts clearly, and enabling persons with hearing disabilities to read lips.

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Ramallah & Al-Bireh Governorate - Palestine P.O. Box 452 info@pma.ps | Fax: +970 2 2415310 | Tel: +970 2 2415251 | Postal code: P6160675

1. Provide a health facility designed to be adapted and prepared for use by persons with disabilities regardless of the type of their disability, considering appropriate engineering standards and design for them, and equipped internally to meet their needs and ensure their independence and public safety, including providing clear and evenly distributed lighting and ensuring door handles and light switches are fixed at appropriate heights.

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Article (4)

Standards for Adapting Information, Communication, and Access

The bank must adhere to the following standards for adapting information, communication, and access:

1. Provide all available information in paper or electronic form in an accessible alternative format, such as bank brochures, pamphlets, and forms used in banking and financial transactions in Braille, or provided printed in large font, or in contrasting colors for special customer requirements from persons with disabilities, or by a specialized employee or an audible means to read forms electronically.
2. Provide signs in shapes that are easy to read and understand in their buildings and other facilities available to the general public, and provide forms of human assistance, including guides, readers, and sign language interpreters, or train some employees to communicate in sign language as an alternative language used with persons with hearing disabilities.
3. Provide written text and sign language for any video related to consumer protection, and adhere to accessibility guidelines for visual materials regarding colors and sizes where possible.
4. Adapt the bank's website to accommodate the use of persons with disabilities regardless of the type of their disability and enable them to use the site and access the information and services available on it, ensuring they can access support services provided by banks either via secure email, the website, or the chat feature, and can refer to global accessibility guidelines such as Content Accessibility Guidelines – Level AA (WCAG) 2.1.
5. Provide a screen in each branch with a video communication feature connected centrally to employees trained to communicate in sign language, with the possibility of displaying text that the employee reads on the screen.
6. Print an identification card "Business Card" for the branch employee specialized in assisting persons with disabilities in Braille.

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Ramallah & Al-Bireh Governorate - Palestine P.O. Box 452 info@pma.ps | Fax: +970 2 2415310 | Tel: +970 2 2415251 | Postal code: P6160675

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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 equal access to banking services, credit facilities, and other banking services, as follows:

1. Provide account opening forms and facility contracts in alternative formats such as large font, printed in Braille, and printed in different contrasting colors suitable for the requirements of persons with partial visual disabilities, and bank employees must explain the forms, procedures, and requirements in an easily understandable manner.
2. Accept the signature, stamp, or fingerprint of a customer with total or partial visual disability or hearing disability without requiring witnesses, provided they sign a one-time affidavit witnessed by two non-bank employees, where the customer acknowledges full responsibility for their banking transactions without witnesses and exempts the bank from any liability arising therefrom. The affidavit must include all customer data, a copy of their ID, the type of disability, and the chosen signature form. If the person with disability (customer) changes their signature, a new affidavit must be signed according to the above requirements.
3. Open accounts and conduct all banking transactions for persons with visual disabilities via fingerprint (paper or electronic) and in the presence of two witnesses, in case the customer with visual disability does not sign the affidavit mentioned in item (2) of this article.
4. Assist customers with disabilities in filling out forms, requests, and contracts if the customer requests so, documented, to be done by two bank employees in the absence of witnesses.
5. Accept judicial agencies related to customers with disabilities appointing agents to manage their bank accounts, while informing them of the risks associated with using these agencies and how to cancel them.

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Ramallah & Al-Bireh Governorate - Palestine P.O. Box 452 info@pma.ps | Fax: +970 2 2415310 | Tel: +970 2 2415251 | Postal code: P6160675

Palestine Monetary Authority

PALESTINE MONETARY AUTHORITY

6. Issue an ATM card and/or credit card and/or checkbooks to the customer with disability upon request, after obtaining a written acknowledgment from them releasing the bank from liability and informing them of all risks arising therefrom, provided that the accessibility standards and precautionary measures mentioned in item (2) of this article are met, and the bank must consider the following:

a. The possibility of issuing debit/credit cards equipped with a Braille usage feature and a personal photo upon request. b. Clearly explain the terms and conditions to the customer with disabilities before issuing such cards in all alternative ways to ensure the information, terms, and conditions are received correctly and clearly.

7. The possibility of adding other verification methods to authenticate the validity of checks and prevent fraud or misuse.

8. Provide safety deposit boxes suitable for the needs of persons with disabilities in terms of ease of access and use, or provide mobile boxes to serve them in case they cannot enter the box area.

9. Adapt available digital services and mobile banking applications, following universal design standards that suit all persons without exception, ensuring digital banking applications are adapted to allow font scaling and screen reader programs to read information for persons with disabilities.

10. Provide ATMs adapted and suitable for use by persons with disabilities in terms of physical and informational access, with at least one adapted ATM available for each bank in each city, which must be at least Arabic-speaking, with a keyboard design featuring somewhat wide buttons and raised symbols, Braille information, and special symbols to confirm keys, input, cancel, and clear, and a receipt slot.

11. Provide SMS services for customers with disabilities upon their prior request.

Article (6)

General Provisions

The bank must adhere to the following:

1. Review approved work procedures and develop them to include the requirements and needs of persons with disabilities of all categories.
2. Prepare a guide explaining how to provide banking services to persons with disabilities and train customer service employees in all branches on how to do so.

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3. Identify accounts of persons with disabilities in the banking system according to the type of disability (physical, visual, hearing, speech).

4. Adhere to the specifications, instructions, and standards of the Buildings Manual issued by the Palestinian Engineers Syndicate – Jerusalem Center regarding the suitability of buildings for use by persons with disabilities.

5. Regular maintenance and ensure the readiness of these facilities continuously, to ensure their sustainable use and not disrupt them.

6. Provide the Palestine Monetary Authority with a report at the end of each year on the number of customers with disabilities, specifying the branches they deal with, the nature of their disability, and the type of services they received.

7. Provide the Palestine Monetary Authority with a work plan to correct the status of existing branches before the issuance of these instructions.

Article (7)

Repeal

1. Instructions No. (8) of 2017 regarding the suitability of bank buildings and banking services for the needs of persons with disabilities are repealed.

2. Anything inconsistent with the provisions of these instructions is repealed.

Article (8)

Penalties

Anyone who violates the provisions of these instructions shall be punished according to the provisions of Law No. (9) of 2010 regarding Banks.

Article (9)

Implementation and Enforcement

All competent authorities must implement the provisions of these instructions according to their respective jurisdictions, and they apply from the date of their issuance.

Issued in Ramallah on 24/09/2026

Yahya Al-Shenar
Governor

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Ramallah & Al-Bireh Governorate - Palestine P.O. Box 452 info@pma.ps | Fax: +970 2 2415310 | Tel: +970 2 2415251 | Postal code: P6160675 www.pma.ps