Barrier-free environment: as the Central Bank will monitor the servicing of the disabled in banks

© RIA Novosti / Vladimir Pescaprae in fotomantagnie stroller. Archival photo<img src="/wp-content/uploads/sites/5/2017/11/25b36104eaac017ff166e1c18b6ba5d3.jpg" alt="Barrier-free environment: as the Central Bank will monitor the servicing of the disabled in banks” />© RIA Novosti / Vladimir Pescaprae the image Bank

The Bank of Russia is planning a phased system of supervision of banks to assess the quality of care for people with disabilities, the elderly and disabled population, in 2018, the regulator intends to develop a special credit rating organizations, and possibly the use of harsh measures for those who do not comply with the recommendations of the Central Bank, told RIA Novosti press-service of the regulator.

«The Bank of Russia plans to step input of the system behavioural surveillance, which is estimated, in particular, the quality of performance of credit organizations of Bank of Russia recommendations on services for people with disabilities, the elderly and disabled population,» — said the press service of the Central Bank.

The regulator has developed a special application form and plans at the beginning of 2018 to get from banks answers to questions like fulfilled these recommendations, which was sent to them in may 2017. «Answers to the questionnaire will be analysed and the results of the evaluation will form the basis of a special credit rating organizations. In addition, banks recruited scores in the assessment of creating an accessible environment will be taken into account in the preparation of the General findings of behavioral surveillance», — stated in the Central Bank.

«Currently, we are at the stage of prompting, but non-forcing credit institutions to improve the quality of care for people with disabilities, but not further excluded and stricter actions against financial institutions that do not use the recommendations of the Bank of Russia when servicing this category of customers», — have informed in Bank of Russia.

The working group of the Central Bank to increase access to financial services for disabled, elderly and limited mobility of the population created at the beginning of 2017. It comprises representatives of the Central Bank, public organizations and associations of people with disabilities, the state Duma, the Federation Council, profile ministries and departments, banks, financial organizations, associations, self-regulatory organizations, universities and other organizations.

The initiator of creation of the working group of the Central Bank became a pop singer, a member of the Public chamber of the Russian Federation, the Commission at the President of the Russian Federation for Affairs of persons with disabilities Diana Gurtskaya, according to a December 2016; head of the «Special Bank of» Sberbank Anna Nesterova. According to Rosstat, in 2016 in Russia was officially registered over 12.7 million citizens with disabilities.

Barrier-free environment

The working group of the Central Bank is currently approved roadmap for increasing financial inclusion for people with disabilities and people with limited mobility, the financial institution sent letters with recommendations for creating an accessible environment, reported the press service of the regulator.

This has been complemented by proposals to change legislation on services for people with disabilities in banks and nonprofit financial institutions. In particular, representatives of the Bank actively cooperate with the working group of the state Duma for revision of the law on the use of facsimile (alternative to hand signatures — ed.) for blind people, said the Central Bank.

The regulator also planned special studies and a survey of customers with disabilities to assess the results of the work undertaken and to identify key trends in terms of financial availability.

«This work will begin in the near future. After processing the data obtained as a result of research and survey, we can assess the quantitative performance in terms of financial inclusion for these categories of the population», — reported in the Central Bank.

«Of course, the situation is changing for the better, banks and other financial institutions are changing the quality of service, adapting to the needs of customers with disabilities. Currently, however, the situation is far from ideal and the goal of the workshop is to help change the situation», — stressed in the Central Bank.

Empathy

The Bank of Russia reported that held a seminar on disability awareness for managers of largest Russian banks.

«The top management of many Russian banks, especially systemically important credit institutions, pays great attention to the subject. The seminar on disability awareness, which the regulator is held for managers of these banks raised the issue of the basic errors made by staff of front-offices of financial institutions in relation to clients with disabilities, offered solutions to specific problems», — told in the press service of the regulator.

Banks are recommended to organize a similar course in disability awareness for staff working directly with clients. In addition, there is an agreement with a number of Russian universities, preparing financial professionals for inclusion in the program of training course on working with people with disabilities and also recommended to actively involve in such activities representatives of public organizations of disabled persons, said the Central Bank.

«Of course, the situation is changing for the better, banks and other financial institutions are changing the quality of service, adapting to the needs of customers with disabilities. Currently, however, the situation is far from ideal and the goal of the workshop is to contribute to changing the situation,» — notes the regulator.

The Bank of Russia also believes that the employment of people with disabilities in banks will be an important factor stimulating the growth of emotional intelligence and level of empathy of the members of the workforce.

«Moreover, the number of Russian universities is preparing students with disabilities for relevant specialties. However, required serious preparatory work with managers and staff of companies as a whole in preparation for the employment of the employee with disabilities. This mission could take on representatives of public organizations of people with disabilities,» concluded the Central Bank.

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