The Hong Kong Monetary Authority (HKMA) and the Hong Kong Association of Banks (HKAB) announced that the banking industry will implement the Guideline on Elderly-friendly Banking Services and the second edition of the Practical Guideline on Barrier-free Banking Services to strengthen support for elderly customers and customers with impairment in accessing banking services. Both guidelines are issued by the HKAB and endorsed by the HKMA. The elderly-friendly guideline sets pragmatic standards aligned with the Government’s silver economy agenda and includes eight core principles covering digital enablement, accessibility of basic services, distribution of physical banking facilities, transparency of authorisation information, education and outreach, staff training, customer communication and protection, and elderly-friendly design, alongside recommended good practices for banks. It also emphasises strengthening financial education to enhance elderly customers’ financial literacy and digital adoption, while the updated barrier-free guideline introduces enhancements aimed at facilitating access to appropriate banking services for customers with different needs, including persons with physical, visual and hearing impairments, as well as the elderly.

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