金管局:銀行界將於18個月內全面落實長者友善及無障礙服務措拖 (12:23) – 20260121 – 即時財經新聞

《長者友善銀行服務指引》列載銀行應採納的8項主要原則及53項具體措施,當中8項原則包括致力提供操作便利的電子銀行服務,及相關技術支援和教育;因應長者的財務需求、風險偏好、行為習慣等,確保長者獲得所需銀行服務,並關注弱勢社群的需要;考慮長者對實體銀行服務的需要與期望,維持合理的實體設施及現金服務;以及提供適當培訓,加強員工辨識可疑情況或詐騙風險的能力,主動為長者提供適切協助。 

金管局已發出通告,要求銀行於18個月內全面落實《指引》所列的措施。考慮到部分措施涉及系統改動,銀行應盡快於《指引》發出後的6個月內,優先處理當中較易執行的措施,其他措施則分階段執行。

《無障礙銀行服務實務指引(第二版)》則進一步加強無障礙銀行服務措施,以確保不同需求的客戶,包括肢體傷殘、視障、聽障客戶及長者,均獲得適切的銀行服務。

金管局副總裁阮國恒表示,金管局一直與銀行業界緊密合作,致力推動普及金融。兩份指引建基於業界多年來的實踐經驗,涵蓋多項具體措施,有助進一步提升銀行客戶體驗。金管局期望銀行在數碼化發展的同時,繼續秉持公平待客的原則,為長者及其他有特別需要的客戶提供更便利、更具包容性的銀行服務。

銀行公會主席、中銀香港副董事長兼總裁孫煜表示,為建立更友善的服務環境,以及為長者及有特別需要的銀行客戶提供適切的銀行服務,銀行公會與監管機構及相關持份者緊密溝通,積極推出相關措施,以提供更貼心、便利的銀行服務。公會將繼續因應社會及科技發展,適時優化相關服務指引,進一步促進普及金融發展。

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