Second Edition of Practical Guideline on Barrier-free Banking Services of Hong Kong Association of Banks (2026-01-21)

This document outlines the Hong Kong Monetary Authority's (HKMA) endorsement and expectation regarding the implementation of the second edition of the Practical Guideline on Barrier-Free Banking Services, issued by the Hong Kong Association of Banks (HKAB). The circular emphasizes the HKMA's ongoing commitment to financial inclusion and ensuring the accessibility of banking services for all members of the public, with a particular focus on customers with impairments.

This HKMA circular serves as an official directive and recommendation to all Authorized Institutions (AIs) in Hong Kong regarding the adoption of enhanced barrier-free banking practices. It announces the issuance of the second edition of the Practical Guideline on Barrier-Free Banking Services by the Hong Kong Association of Banks (HKAB) and underscores the HKMA's expectation for AIs to implement its recommendations. The primary purpose is to promote greater accessibility and inclusivity in banking services for individuals with physical, hearing, or visual impairments, thereby enhancing their overall customer experience. The circular supersedes a previous HKMA circular issued in 2018 on the same topic.

The core of this circular revolves around the second edition of the Practical Guideline on Barrier-Free Banking Services issued by the HKAB. The HKMA strongly encourages all AIs to implement the measures outlined in this updated guideline.

Key aspects of the second edition, as highlighted by the HKMA, include:

• Incorporation of Best Practices and Stakeholder Feedback: The updated guideline is a result of ongoing engagement between the banking industry and relevant stakeholders. This process involved exchanging perspectives and identifying opportunities for continuous improvement in delivering barrier-free banking services. The second edition aims to reflect these insights and incorporate best practices.
• Enhanced Recommendations: The guideline proposes enhancements to the recommended practices. These enhancements are specifically designed to better address the diverse needs of customers with impairments and to significantly improve their overall experience when interacting with banking services.
• Focus on Customers in Need: The HKMA reiterates its commitment to financial inclusion and ensuring that banking services are accessible to the general public, with a special emphasis on customers requiring additional support due to impairments.
• Staff Training and Guidance: A critical component of the Practical Guideline, and therefore a key expectation from the HKMA, is the provision of proper training and guidance to frontline staff. These staff members are the primary point of contact for customers. The training should equip them to:
• Appreciate and understand the specific needs of customers with impairments.
• Make appropriate arrangements to address these needs.
• Communicate effectively and respectfully with customers with impairments.
• Encouragement for Further Innovation: AIs are actively encouraged to continue exploring and implementing additional barrier-free measures beyond the recommendations in the guideline. The circular specifically references the 2018 circular, reminding AIs of previous suggestions, such as:
• Encouraging bank staff to acquire relevant skills, such as sign language.
• Considering the recruitment of staff with such specialized skills to facilitate more effective communication with customers.
• Monitoring and Oversight: The HKMA explicitly states its intention to monitor the implementation of the Practical Guideline and the broader development of barrier-free banking services across Hong Kong.

The second edition of the Practical Guideline, as endorsed by this HKMA circular, represents an evolution from the first edition issued in 2018. The key changes and new requirements are centered around enhancing the effectiveness and comprehensiveness of barrier-free banking services.

The essential changes and updates include:

• Superseding Previous Guidance: This circular, and the second edition of the Practical Guideline it references, supersedes the HKMA circular issued on 23 March 2018 on the Practical Guideline on Barrier-Free Banking Services. This signifies that the new edition is the definitive and current standard.
• Incorporation of Evolved Best Practices: The "best practices" mentioned are likely to be more current and refined than those in the 2018 edition, reflecting advancements in accessibility standards, technology, and customer understanding.
• Enhanced Stakeholder Input: The current edition has been shaped by more recent and extensive engagement with stakeholders, indicating a more robust and nuanced understanding of the needs of customers with impairments.
• Proposed Enhancements to Recommended Practices: The guideline introduces *proposed enhancements* to the existing recommendations. While the circular does not detail these specific enhancements, it implies they are designed for greater effectiveness in addressing customer needs and improving the customer experience. This could involve more specific requirements, new service offerings, or revised communication protocols.
• Reinforced Emphasis on Staff Training: While staff training was a component of the 2018 guideline, the current circular places a renewed and strong emphasis on it. This suggests that the HKMA perceives a need for more comprehensive and effective training for frontline staff to ensure they are well-equipped to handle interactions with customers with impairments. The example of acquiring sign language skills is re-emphasized as a potential area for staff development.
• Encouragement for Proactive Exploration of New Measures: The circular actively encourages AIs to go beyond the stipulated recommendations and to *continue exploring and implementing further barrier-free measures*. This signals an ongoing drive for innovation and continuous improvement in the sector.
• Broader Applicability for AIs: While the HKMA *expects* all banks to implement the measures, *other Authorized Institutions (AIs)* are *encouraged to observe the recommendations*. This distinction suggests a stronger mandate for banks and a strong recommendation for other regulated entities, but ultimately aims for widespread adoption. All AIs are required to review their barrier-free measures to ensure they are up-to-date and effectively implemented.

The primary date of significance in this circular is:

• 21 January 2026: This is the issue date of the HKMA circular. The second edition of the Practical Guideline on Barrier-Free Banking Services was issued by HKAB on the same date. While no explicit "effective date" is mentioned for the implementation of the guideline, the issuance of this circular strongly implies that AIs are expected to begin aligning their practices with the new guideline from this date onwards, or at the earliest practical opportunity. The circular's superseding of the 2018 document indicates an immediate shift in expected standards. There are no specified transition periods or deadlines mentioned within this circular.

The impact of this circular and the Practical Guideline is significant and broad, affecting various parties within the Hong Kong financial ecosystem.

• Applicable Parties:
• All Authorized Institutions (AIs): This includes banks, including wholly foreign-owned banks, locally incorporated banks, and the local branches of foreign banks, as well as other AIs that provide banking services.
• Hong Kong Association of Banks (HKAB): As the issuer of the Practical Guideline, HKAB is directly involved in setting the industry standards.
• Customers with Impairments: This is the primary group of beneficiaries, including individuals with physical, hearing, or visual impairments.
• Frontline Staff of AIs: These individuals will be directly impacted by the enhanced training requirements.
• Hong Kong Monetary Authority (HKMA): The HKMA will be involved in monitoring implementation and development.
• Secretary for Financial Services and the Treasury: As a recipient of the circular and a key policy stakeholder.
• The DTC Association: Another relevant industry association.

• Affected Institutions:
• All Banks in Hong Kong: The circular states, "The HKMA expects all banks to implement the measures in the Practical Guideline." This indicates a direct and mandatory requirement for all banking institutions.
• Other Authorized Institutions (AIs): These entities are "also encouraged to observe the recommendations." While not a direct mandate, the strong encouragement and requirement to review their own measures suggests a significant impact, requiring them to assess their current offerings and implement improvements where necessary.

• Degree of Impact:
• High Impact for Banks: Banks are expected to fully implement the measures in the guideline, which will likely involve reviewing and potentially overhauling existing policies, procedures, customer service protocols, staff training programs, and potentially even physical or digital infrastructure to ensure full compliance and enhance accessibility.
• Moderate to High Impact for Other AIs: While not a strict mandate, the encouragement to observe recommendations and the requirement to review their own measures means these AIs will need to invest time and resources in understanding the guideline and making necessary adjustments. The degree of impact will depend on their current level of barrier-free service provision.
• Significant Positive Impact for Customers with Impairments: The intended outcome is a substantial improvement in their ability to access and utilize banking services, leading to greater financial inclusion and a better customer experience.
• Operational Impact on Frontline Staff: Staff will require enhanced training, potentially leading to changes in their day-to-day customer interactions and communication strategies.

The circular outlines specific compliance expectations and steps that AIs must take.

• Implementation of Practical Guideline:
• Banks: Are expected to implement all measures outlined in the second edition of the Practical Guideline. This is a mandatory requirement.
• Other AIs: Are encouraged to observe the recommendations in the Practical Guideline. While not a direct mandate, this strong encouragement implies a need for proactive engagement and adoption.
• Review of Existing Measures:
• All AIs: Must review their barrier-free measures to ensure they are up-to-date and effectively implemented. This requires an internal audit or assessment process.
• Staff Training and Guidance:
• All AIs: Must provide proper training and guidance to frontline staff. This training should focus on:
• Appreciating the needs of customers with impairments.
• Making appropriate arrangements for these customers.
• Communicating appropriately with them.
• Exploration of Specific Skills: AIs are encouraged to continue exploring and implementing further barrier-free measures, including encouraging staff to acquire relevant skills like sign language and considering the recruitment of staff with such skills.
• Monitoring and Reporting:
• HKMA Monitoring: The HKMA will monitor the implementation of the Practical Guideline and the development of barrier-free banking services. While specific reporting mechanisms are not detailed in this circular, AIs should be prepared for potential engagement or requests for information from the HKMA regarding their implementation progress.
• Adherence to Superseding Document:
• AIs must ensure that their current practices align with the second edition of the Practical Guideline, as it supersedes the HKMA circular issued on 23 March 2018. Past practices and interpretations based on the older circular are no longer considered sufficient.

This circular, while focused on policy and guidance, references a specific industry document and touches upon technical aspects of service delivery.

• Practical Guideline on Barrier-Free Banking Services (Second Edition): This is the core technical document referenced. It is issued by the Hong Kong Association of Banks (HKAB). The HKMA circular does not provide the detailed technical specifications or recommendations within the guideline itself but relies on HKAB to have developed these. These would typically cover:
• Physical Accessibility: Design of branch premises, ramps, accessible counters, accessible ATMs, clear signage.
• Digital Accessibility: Website and mobile application design adhering to accessibility standards (e.g., WCAG), provision of alternative formats for information.
• Communication Accessibility: Availability of sign language interpreters (in-person or remote), provision of large print or braille materials, text-based communication channels, training for staff on communicating with individuals with speech or hearing impairments.
• Service Protocols: Procedures for assisting customers with impairments, handling specific requests, and ensuring privacy.
• Assistive Technologies: Availability and training on using assistive features in ATMs or online banking platforms.
• Authorized Institutions (AIs): A broad category of financial institutions licensed by the HKMA to conduct banking business in Hong Kong.
• Hong Kong Association of Banks (HKAB): A self-regulatory organization representing banks in Hong Kong, responsible for developing industry standards and codes of practice.
• Financial Inclusion: The principle of ensuring that all members of society have access to and can effectively use appropriate financial products and services.
• Customers in Need: Refers to individuals who may require special assistance or considerations due to various factors, including but not limited to physical, sensory, or cognitive impairments.
• Impairments: In the context of this guideline, it explicitly refers to physical, hearing, or visual impairment.
• Staff Training: Refers to the education and development programs provided to employees to enhance their skills, knowledge, and awareness related to specific tasks or customer segments. This can include technical skills (e.g., sign language) and soft skills (e.g., empathetic communication).
• Sign Language: A complex system of communication that uses hand gestures, body language, and facial expressions to convey meaning.
• HKMA Circular References:
• B1/15C, G14/72C (21 January 2026): The current circular being summarized.
• HKMA circular issued on 23 March 2018: The previous circular that is now superseded.
• Contact Email: financial_inclusion@hkma.iclnet.hk – the designated point of contact for any questions regarding this circular.

In conclusion, this HKMA circular serves as a strong endorsement and directive for Authorized Institutions, particularly banks, to adopt and implement the enhanced barrier-free banking practices outlined in the second edition of the HKAB's Practical Guideline. The focus is on ensuring that all customers, especially those with impairments, can access and utilize banking services effectively, promoting greater financial inclusion and an improved customer experience across Hong Kong.