The Central Bank of Russia published findings from a survey of people with disabilities on their use of remote financial services, alongside recommendations for financial institutions to make remote channels more accessible and to provide more effective customer support. Nearly 40% of respondents reported using remote services regularly, and around half indicated they would be willing to stop visiting financial institutions in person. The survey covered people with visual or hearing impairments and musculoskeletal conditions. While most respondents found remote access to bank accounts easier and more convenient, people with low vision continued to face difficulties using websites and mobile apps with heavy graphic and interactive content that is not consistently interpreted by accessibility software. The Bank of Russia recommended that financial institutions adapt and actively use remote channels for financial and auxiliary services, offer consultations with a bank employee rather than a chatbot, and proactively ask about customers’ needs and reflect them in service delivery. It also noted that people with disabilities are using bank accounts, deposit accounts and insurance (including voluntary insurance) more frequently, but still at a much lower level than other customers, citing complicated terms and high prices for insurance products as key barriers. The Central Bank of Russia plans to develop further recommendations for financial institutions to install touch screen self-service terminals and to enhance services offered on financial platforms, consistent with the Priorities of the Financial Inclusion Programme of the Russian Federation for 2025–2027.
Central Bank of Russia 2025-03-28
Central Bank of Russia survey shows nearly 40% of people with disabilities regularly use remote finance and urges banks to improve accessible digital channels
The Central Bank of Russia released survey findings on remote financial services for people with disabilities, highlighting accessibility challenges, especially for those with low vision. Recommendations include enhancing remote channels, offering human consultations, and addressing customer needs. The bank plans further guidance to improve self-service terminals and financial platform services, aligning with the Financial Inclusion Programme for 2025–2027.