Circular landing: 20260120-3-EN

Circular Email: HKMA E-mail Alert of 22 January 2026 (05:00 p.m. HKT)

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Document Information

Title: Circular landing: 20260120-3-EN

Type: Circular

URL: https://brdr.hkma.gov.hk/eng/doc-ldg/current/20260120-3-EN

Email Received: 2026-01-22 17:00

Summary Created: 2026-02-08 12:20

English Summary (10979 chars)
Detailed Summary

This document is an HKMA (Hong Kong Monetary Authority) circular addressed to all Authorized Institutions (AIs), announcing the issuance of the second edition of the Practical Guideline on Barrier-free Banking Services by the Hong Kong Association of Banks (HKAB).

Summary of HKMA Circular B1/15C, G14/72C - Second Edition of Practical Guideline on Barrier-free Banking Services
Document Overview

This HKMA circular, dated 21 January 2026, serves to inform all Authorized Institutions (AIs) about the release of the second edition of the Practical Guideline on Barrier-free Banking Services, developed and issued by the Hong Kong Association of Banks (HKAB). The primary purpose of this circular is to direct AIs to implement the measures outlined in the new Practical Guideline and to encourage broader adherence among other AIs, emphasizing the HKMA's commitment to financial inclusion and the accessibility of banking services, particularly for customers with disabilities.

Main Content

The circular highlights the HKMA's ongoing commitment to promoting financial inclusion and ensuring that banking services are accessible to the general public, with a specific focus on customers in need. The first edition of the Practical Guideline, issued in 2018, provided recommendations for the industry to promote barrier-free access for customers with physical, hearing, or visual impairments. Since its initial release, the banking industry, through HKAB, has engaged with stakeholders to gather feedback and identify areas for improvement.

The second edition of the Practical Guideline incorporates these insights and best practices, introducing enhanced recommended practices designed to better cater to the needs of customers and improve their overall banking experience. The HKMA explicitly states its expectation that all banks will implement the measures contained within this updated Guideline. While the primary directive is for banks, other AIs are strongly encouraged to adopt the recommendations to improve their services for customers requiring special assistance.

A key emphasis is placed on the need for AIs to review their existing barrier-free measures to ensure they are current and effectively implemented. Furthermore, the circular underscores the critical role of frontline staff, who are the primary point of contact for customers. AIs are mandated to provide comprehensive training and guidance to these staff members. This training should equip staff with the understanding and skills necessary to:

  • Appreciate the needs of customers with impairments.
  • Make appropriate arrangements to address these specific needs.
  • Communicate effectively with customers with impairments.

The circular also encourages AIs to proactively explore and implement further barrier-free measures beyond the stated recommendations. It reiterates a point from the previous HKMA circular of 23 March 2018, encouraging the acquisition of relevant skills by bank staff, such as sign language. Additionally, AIs are encouraged to consider recruiting staff who already possess such skills to facilitate more effective communication with customers.

The HKMA will actively monitor the implementation progress of the Practical Guideline and the overall development of barrier-free banking services in Hong Kong.

This circular effectively supersedes the previous HKMA circular dated 23 March 2018 concerning the Practical Guideline on Barrier-free Banking Services.

For any queries related to this circular, AIs are directed to contact the HKMA at financial_inclusion@hkma.iclnet.hk.

Key Changes

The second edition of the Practical Guideline, as announced by this circular, represents a significant update and enhancement to the previous iteration. Key changes and new requirements include:

  • Updated Recommendations: The Practical Guideline has been revised to incorporate best practices and stakeholder feedback, leading to enhanced recommended practices.
  • Focus on Enhanced Customer Experience: The updated Guideline aims to better address customer needs and improve the overall experience for individuals with impairments.
  • Mandatory Implementation for Banks: All banks are now expected to implement the measures outlined in the Practical Guideline.
  • Strong Encouragement for Other AIs: Other Authorized Institutions are strongly encouraged to adopt the recommendations to improve their barrier-free services.
  • Requirement for Review and Updates: AIs are required to review their existing barrier-free measures to ensure they are up-to-date and effectively implemented.
  • Reinforced Staff Training: There is a reinforced emphasis on providing proper training and guidance to frontline staff to ensure they can effectively support customers with impairments.
  • Proactive Exploration of Further Measures: AIs are encouraged to continue exploring and implementing additional barrier-free initiatives.
  • Supersession of Previous Circular: This circular and the second edition of the Practical Guideline supersede the HKMA circular issued on 23 March 2018.
Important Dates
  • 21 January 2026: Date of the HKMA circular announcing the second edition of the Practical Guideline.
  • 2018: Year of the issuance of the first edition of the Practical Guideline on Barrier-free Banking Services.
  • 23 March 2018: Date of the previous HKMA circular on the Practical Guideline on Barrier-free Banking Services, which is now superseded.
  • Effective Date of Practical Guideline: While not explicitly stated as a single date in the circular, the issuance of the second edition by HKAB on the same date as the circular implies immediate relevance. AIs are expected to begin reviewing and implementing its measures promptly. There is no mention of a specific transition period, suggesting a need for timely action.
Impact Scope
  • Applicable Parties:
  • All Authorized Institutions (AIs): This includes banks, deposit-taking companies, and other entities licensed by the HKMA.
  • Banks: These institutions are explicitly mandated to implement the measures in the Practical Guideline.
  • Other AIs: These are strongly encouraged to observe the recommendations.
  • Customers with Impairments: The ultimate beneficiaries of these enhanced barrier-free services, including individuals with physical, hearing, or visual impairments.
  • Frontline Staff: Directly impacted by the training and guidance requirements.
  • Affected Institutions: All AIs operating in Hong Kong.
  • Degree of Impact:
  • High Impact for Banks: They have a direct implementation requirement. This may necessitate updates to internal policies, procedures, staff training programs, and potentially physical infrastructure or digital interface enhancements.
  • Moderate to High Impact for Other AIs: While not mandatory, the strong encouragement implies a significant expectation. Failure to align may lead to reputational risk or be noted during supervisory reviews.
  • Operational Impact: May involve investment in training, technology, and service redesign.
  • Customer Service Impact: Expected to lead to improved customer satisfaction and accessibility for individuals with disabilities.
Compliance Requirements
  • Review and Update Barrier-Free Measures: AIs must conduct a comprehensive review of their existing barrier-free policies, procedures, and services. This review should ensure that these measures are current, effective, and aligned with the recommendations in the second edition of the Practical Guideline.
  • Implementation of Practical Guideline Measures: Banks are required to implement all measures outlined in the second edition of the Practical Guideline. Other AIs are strongly encouraged to do the same.
  • Staff Training and Guidance: AIs must provide appropriate training and guidance to their frontline staff. This training should focus on:
  • Understanding the needs of customers with various impairments (physical, hearing, visual).
  • Developing the skills to make appropriate arrangements and accommodations.
  • Improving communication techniques for interacting with these customers.
  • Exploration of Further Measures: AIs are encouraged to proactively identify and implement additional barrier-free initiatives beyond the scope of the Practical Guideline to continuously enhance service accessibility.
  • Monitoring and Reporting (Implied): While the circular doesn't specify a formal reporting mechanism in this instance, the HKMA states it will "monitor the implementation of the Practical Guideline." This implies that AIs should be prepared for potential inquiries or assessments by the HKMA regarding their compliance and implementation progress.
  • Adherence to Best Practices: The Practical Guideline itself outlines best practices recommended by the HKAB. Compliance involves adopting these practices where applicable and appropriate for the AI's services.
Technical Details
  • Document Type: HKMA Circular.
  • Issuing Authority: Hong Kong Monetary Authority (HKMA).
  • Referencing Body: Hong Kong Association of Banks (HKAB).
  • Key Document: Second Edition of Practical Guideline on Barrier-free Banking Services.
  • Target Audience: All Authorized Institutions (AIs).
  • Previous Guideline Issuance: 2018.
  • Previous Circular Date: 23 March 2018.
  • Superseded Document: HKMA circular issued on 23 March 2018 on the Practical Guideline on Barrier-free Banking Services.
  • Contact Email for Queries: financial_inclusion@hkma.iclnet.hk.
  • Specific Impairments Addressed: Physical impairment, hearing impairment, visual impairment.
  • Key Skills Encouraged for Staff: Sign language (mentioned as an example).
  • HKMA Oversight: The HKMA will monitor implementation and development.
Content of the Practical Guideline (as inferred from the circular):

While the circular does not provide the full content of the Practical Guideline, it indicates that it contains:

  • Good practices recommended for the industry.
  • Measures to promote barrier-free access.
  • Proposed enhancements to recommended practices.
  • Specific focus areas such as staff training, communication skills, and potentially recruitment of staff with specialized skills.

The circular implicitly relies on AIs to access and review the full content of the Practical Guideline issued by HKAB.

Summary of Attachments/Appendices

This circular does not mention any specific attachments, tables, or appendices. The core information is contained within the body of the circular itself and refers to the separate document, the "Second Edition of Practical Guideline on Barrier-free Banking Services," issued by the Hong Kong Association of Banks.

中文摘要 (4765 chars)
詳細摘要

以下是香港金融管理局（HKMA）Circular文档的详细中文摘要：

香港金融管理局（HKMA）通函摘要：無障礙銀行服務實務指引（第二版）

文档概述

本通函由香港金融管理局（HKMA）於2026年1月21日發出，旨在通知所有認可機構（Authorized Institutions, AIs）香港銀行公會（The Hong Kong Association of Banks, HKAB）已於今日發佈《無障礙銀行服務實務指引》（下稱「實務指引」）的第二版。此通函的目的是推動銀行業界落實金融包容（Financial Inclusion）的精神，確保公眾，特別是有需要的客戶，能平等地享用銀行服務。HKMA預期所有銀行機構實施該實務指引中的措施，並鼓勵其他認可機構亦參考其建議，以提升對有需要客戶的服務水平。

主要内容

本通函的核心內容是推動銀行業界持續改善無障礙銀行服務，以更好地滿足殘疾人士（包括肢體、聽覺或視覺損傷的客戶）的需求。

  1. 實務指引的更新與目的：
  • 第二版《無障礙銀行服務實務指引》在2018年首版指引的基礎上，incorporates了業界的良好實踐（best practices）及相關持份者（stakeholders）的意見。
  • 指引旨在為銀行業界提供一系列建議，以促進對有肢體、聽覺或視覺損傷客戶的無障礙銀行服務。
  • 更新內容著重於提出加強建議的實踐，以更有效地應對客戶需求，並提升客戶體驗。
  1. HKMA的期望與監管：
  • HKMA明確要求所有銀行機構（Banks）必須實施實務指引中的措施。
  • 對於其他認可機構（Other Authorized Institutions, AIs），HKMA鼓勵其參考實務指引的建議，以提升對有需要客戶的服務。
  • 認可機構應審查其現有的無障礙措施，確保其內容最新並得到有效實施。
  1. 前線員工培訓的重要性：
  • 通函強調為前線員工提供適當的培訓和指導至關重要，因為他們是客戶的主要接觸點。
  • 培訓的目標是確保前線員工能夠理解並作出適當安排，以滿足有殘疾客戶的需求，並能與這些客戶進行有效溝通。
  • HKMA鼓勵認可機構持續探索和實施更多無障礙措施，例如鼓勵員工學習相關技能（如手語），或考慮聘用具備這些技能的員工，以便更有效地與客戶溝通。
  1. HKMA的監察角色：
  • HKMA將持續監察《實務指引》的實施情況，以及香港無障礙銀行服務的發展。

關鍵變化

相較於2018年3月23日發出的同類型通函，本次通函標誌著《無障礙銀行服務實務指引》進入了第二版，其關鍵變化和更新包括：

  1. 政策更新：
  • 實務指引的發佈： 本次通函的核心是關於HKAB發佈的《無障礙銀行服務實務指引》第二版。
  • 取代舊通函： 本通函取代了HKMA於2018年3月23日就《無障礙銀行服務實務指引》發出的通函。這意味著所有先前基於舊版指引的要求和建議，現已被第二版指引所更新和取代。
  1. 內容的增強：
  • 納入最佳實踐與回饋： 第二版指引 incorporatess了從相關持份者收集到的最佳實踐和意見，反映了行業在過去幾年中的經驗和進步。
  • 優化建議實踐： 對建議的實踐進行了更新和改進，旨在更好地滿足客戶需求和提升客戶體驗。
  1. 執行要求：
  • 強制執行： HKMA「預期」所有銀行機構實施第二版指引中的措施，這比原先的「鼓勵」或「參考」要求更為明確和具約束力。
  • 審查與更新： 要求所有認可機構「審查」其現有的無障礙措施，以確保其「up-to-date」和「effectively implemented」。
  1. 員工技能強調：
  • 明確鼓勵技能提升： 再次強調（並於2018年通函中已有提及）鼓勵銀行員工「acquire relevant skills」（例如手語），並可考慮「recruiting staff with such skills」。這表明HKMA對提升前線員工溝通能力以服務殘疾客戶的高度重視。

重要日期

  • 發函日期： 2026年1月21日
  • 實務指引生效日期： 通函中並未明確指明第二版《無障礙銀行服務實務指引》的具體生效日期，但其發佈日（今日）可視為業界開始採用的基準。
  • 舊通函失效日期： 2018年3月23日發出的HKMA通函已由本通函取代。
  • 審查與實施的遞交日期： 通函中未設定具體的遞交審查報告或實施計劃的截止日期。

影響範圍

  1. 適用對象：
  • 主要對象： 所有認可機構（Authorized Institutions, AIs）。
  • 具體細分：
  • 所有銀行機構（Banks）被「預期」實施指引中的措施。
  • 其他認可機構（Other AIs）被「鼓勵」觀察和採納指引的建議。
  1. 受影響程度：
  • 直接影響： 銀行機構需積極審查、更新並實施現有的無障礙服務措施，並確保前線員工獲得相關培訓。
  • 間接影響： 殘疾客戶（肢體、聽覺或視覺損傷）將受益於更完善、更易於使用的銀行服務，從而提升其金融包容性和客戶體驗。
  1. 影響程度分析：
  • HKMA期望的「implement the measures」以及「review their barrier-free measures to ensure that they are up-to-date and effectively implemented」表明，認可機構需要進行實際的 Operational 調整和資源投入。
  • 鼓勵員工學習技能、招聘具備特定技能的員工，意味著在人力資源配置方面可能需要進行調整。
  • 長遠來看，這有助於提升香港銀行服務的整體社會責任感和競爭力。

合規要求

  1. 合規步驟：
  • 深入研讀實務指引： 所有認可機構（特別是銀行機構）需詳細閱讀由HKAB發佈的第二版《無障礙銀行服務實務指引》。
  • 內部審查： 對現有的無障礙銀行服務措施進行全面審查，確保其符合最新指引的要求，並且能夠被有效執行。
  • 措施更新與實施： 根據審查結果，更新現有措施，並根據指引建議實施新的無障礙措施。
  • 員工培訓： 為所有前線員工提供關於無障礙服務的培訓，使其能夠理解並妥善處理有殘疾客戶的需求。培訓內容應涵蓋溝通技巧、殘疾人士的特定需求以及如何在服務過程中提供適當支援。
  • 技能發展與招聘： 鼓勵員工學習與無障礙服務相關的技能（如手語），並考慮聘用具備這些技能的員工，以加強與殘疾客戶的溝通。
  • 持續探索與創新： 持續研究和引入創新的無障礙服務方法和技術。
  1. 報告要求：
  • 通函中並未提及具體的報告要求（例如要求提交審查報告或實施計劃給HKMA）。然而，HKMA將「monitor the implementation」，這意味著機構應做好準備，以便在需要時能展示其合規情況。
  1. 實施指引：
  • 實務指引本身即是實施指引。認可機構應參考指引中列出的「good practices」和「recommended practices」來制定和優化其無障礙服務策略和執行細節。

技術細節

本通函主要關注服務的無障礙性，而非複雜的技術標準，但提及了一些與技術和服務流程相關的關鍵術語和概念：

  1. 關鍵術語與定義：
  • 認可機構 (Authorized Institutions, AIs)： 指持有香港金融管理局發出的銀行牌照的機構。
  • 香港銀行公會 (The Hong Kong Association of Banks, HKAB)： 香港銀行業的行業組織，負責制定和推廣業界標準和良好實踐。
  • 無障礙銀行服務 (Barrier-free Banking Services)： 指銀行服務在物理、資訊、溝通和技術層面，能讓所有客戶（包括殘疾人士）都能平等、便捷地使用的服務。
  • 金融包容 (Financial Inclusion)： 確保所有個人和企業都能以負擔得起的價格，獲得必要且有益的金融產品和服務。
  • 有需要的客戶 (Customers in need)： 在此語境下，特指有肢體、聽覺或視覺損傷的客戶。
  • 肢體損傷 (Physical impairment)
  • 聽覺損傷 (Hearing impairment)
  • 視覺損傷 (Visual impairment)
  • 良好實踐 (Good practices)： 行業內公認的、有效的操作方法和策略。
  • 最佳實踐 (Best practices)： 在特定領域被認為是最有效、最優越的操作方法。
  1. 技術及服務標準：
  • 資訊無障礙： 雖然未深入詳述，但鼓勵獲取「relevant skills」（如手語），以及考慮「recruiting staff with such skills」表明了對溝通無障礙的重視。這可能間接涉及網站的可訪問性（website accessibility）等問題，儘管本通函並未明確提出相關技術標準（如WCAG）。
  • 服務流程無障礙： 要求機構「appreciate and make appropriate arrangement to address the needs of customers with impairments」以及「communicate with these customers properly」，這涉及到對服務流程的審視和優化，確保在客戶接觸的各個環節（如開戶、交易、諮詢、投訴處理等）都能提供無障礙支援。
  1. 具體指標與數據：
  • 本通函未包含具體的量化指標、百分比或金額，其重點在於服務理念的推廣和行為準則的確立。

附件、表格、附錄總結

本通函並未包含任何附件、表格或附錄。其內容全部呈現在正文之中。

總結

此HKMA通函標誌著香港銀行界在推動無障礙銀行服務方面邁出了重要一步。第二版《無障礙銀行服務實務指引》的發佈，在總結過往經驗的基礎上，對行業提出了更具體的期望和要求，特別是對銀行機構實施措施的強制性，以及對前線員工能力建設的強調。HKMA將持續監管此項工作，旨在構建一個更具包容性的金融服務生態系統，確保所有香港市民，無論其身體狀況如何，都能平等、尊嚴地享用銀行服務。認可機構應認真對待此通函的要求，積極落實相關措施，以符合監管期望並提升其服務質素。