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The Qatar Central Bank has circulated new instructions to all banks and financial service providers in Qatar mandating a comprehensive set of measures to facilitate access for customers with disabilities and the elderly. The circular which took effect immediately upon issuance requires institutions to review and upgrade their facilities and services to eliminate barriers according to the central bank. Officials at the regulator stressed that these steps form part of ongoing efforts to promote financial inclusion across all segments of society.
Specific provisions in the document call for the installation of ramps elevators and dedicated parking spaces at bank branches the Qatar Central Bank detailed. Automated teller machines must be positioned at accessible heights and include features such as voice guidance and braille keypads for visually impaired users. Branches are also required to designate special counters with seating arrangements for elderly customers and those with mobility issues the instructions stated.
On the digital front banks must ensure their websites and mobile applications are compatible with assistive technologies and offer simplified navigation options. The central bank instructed providers to develop products tailored to the needs of these customer groups including simplified account opening procedures and flexible fee structures where appropriate. Institutions have been given a six-month period to fully align their operations with the new standards according to the circular.
Staff training constitutes a core component of the instructions with the Qatar Central Bank requiring regular workshops on disability awareness and customer service best practices. Employees must learn basic sign language and techniques for assisting customers with various impairments the regulator’s guidance noted. Banks are further expected to appoint focal points within each branch to oversee the implementation of accessibility measures and handle related complaints.
Financial inclusion for persons with disabilities has been a growing focus for regulators worldwide with a 2022 World Bank assessment finding that such individuals face up to 30 percent lower account ownership rates in emerging markets. In Qatar the central bank’s latest financial stability report indicated steady progress in overall inclusion metrics but highlighted the need for targeted interventions to address specific vulnerable groups. The new instructions build on previous QCB initiatives aimed at expanding digital payment adoption and consumer protection.
The circular also addresses the elderly population which according to the Planning and Statistics Authority constitutes an increasing share of Qatar’s residents as the population ages. Banks must provide assistance in completing forms and conducting transactions for seniors who may have difficulty with technology or complex procedures the Qatar Central Bank said. This includes offering home banking services and dedicated helplines with extended operating hours.
Compliance monitoring will be integrated into the central bank’s regular supervisory framework with institutions required to submit periodic reports on their accessibility upgrades. The regulator has encouraged feedback from customers with disabilities and the elderly to identify any remaining gaps in service delivery. These measures are expected to set a benchmark for inclusive banking practices in the region.
