Accessibility of Banking Facilities and Services for Persons with Disabilities in Theory and Practice: A Study of India Ref.No.SSTCRC2530
1. Introduction
The proposed study has two broad objectives, namely, to evaluate the implementation of various guidelines laid down by RBI and IBA for making banking products and services accessible for persons with disabilities (PWDs); and to take a stock of measures undertaken by banks in sensitising their own employees about special needs of PWDs and also spreading awareness among PWDs about their products and services.
Inclusion and accessibility are the cornerstones of a truly equitable society. Despite progressive policies and legal mandates, persons with disabilities (PwDs) in India continue to face significant challenges in accessing basic financial services. With over 26.8 million PwDs in the country (Census 2011), the ability to access banking facilities is not only a fundamental right but also a crucial step towards financial independence, empowerment, and social integration. The financial sector is a critical enabler for achieving inclusive growth. However, accessibility in banking services for PwDs remains underexplored in practice despite various guidelines issued by RBI and IBA from time to time for banks for making their facilities and services accessible for PWDs. While policies such as the Rights of Persons with Disabilities Act (RPWD Act), 2016, mandate equal access to banking services, ground realities often differ. Issues such as inaccessible ATMs, absence of sign language interpreters, lack of trained staff, and non-inclusive digital banking platforms perpetuate exclusion and hinder the economic participation of PwDs.
This proposed research seeks to bridge the gap between policy intent and implementation by conducting a large-scale field survey across urban, semi-urban, and rural bank branches in India. The study aims to evaluate the accessibility of banking facilities and services for PwDs, identify systemic barriers, and provide actionable recommendations to foster a more inclusive financial ecosystem.
2. Research Progress
While the initial phase of this study is completed in terms of literature survey as well as review of bank websites and apps for their contents and material with regards to their accessibility. What remains is the field survey of 7623 bank branches in 13 selected States of India, comprising of a sample of all types of banks. The questionnaire for this purpose has been designed.
3. Cooperation required
Surveying 7623 bank branches in 13 States of India requires ample money and manpower. We are, therefore, not able to take this study forward without financial support despite its policy relevance. We basically need financial support for data collection based on our structured questionnaire designed for the purpose from 7623 bank branches.
4. Benefits
The proposed study is expected to reveal the status of financial inclusion of PWDs in India in terms of their access to basic financial services, ease of using these services with independence and also their level of financial knowledge. The correlates of financial inclusion of PWDs with their socio-economic and demographic status will further provide insight on whether financial inclusion is associated with individual’s profile in case of PWDs. This study will also reveal the implementation status of various banking accessibility guidelines in the country. The study will also provide insights about whether bank’s capacity to provide accessible banking services to PWDs depends on its type, available infrastructure, location, capital base, human resource and profitability. Finally, this study is expected to decipher best practices towards financial inclusion of PWDs and it seeks to provide a general course of effective strategies which may be adopted for making their services user-friendly for PWDs.
5. Outputs
This study is expected to yield three or more research papers on various aspects being covered in the study related to financial inclusion with special focus on persons with disabilities.
More importantly, this type of study will be a good starting point for academicians and practitioners to think of financial inclusion from a micro-level perspective and shape policies in light of the challenges being faced by marginalised sections, including PWDs.