Banking industry introduces enhancements to elderly-friendly and barrier-free services

On Wednesday, January 21, 2026, the Hong Kong Monetary Authority ("HKMA") and the Hong Kong Association of Banks ("HKAB") announced the implementation of the Guideline on Elderly-friendly Banking Services and the second edition of the Practical Guideline on Barrier-free Banking Services to enhance support for elderly customers and individuals with impairments.

These guidelines aim to bolster financial literacy and digital adoption among elderly customers. The new guidelines focus on providing appropriate banking services for customers with diverse needs, including physical, visual, and hearing impairments.

The Deputy Chief Executive of the HKMA, Mr. Arthur Yuen, stressed the importance of the guidelines, which build upon industry experience and are designed to enhance customer experiences. He underscored the significance of fair treatment and inclusive services in the digital era.

The Chairman of the HKAB and Vice Chairman of the Bank of China (Hong Kong), Mr. Sun Yu, emphasized that the HKAB, in collaboration with regulators and stakeholders, is committed to creating a more customer-friendly service environment. He highlighted the ongoing efforts to keep service guidelines updated to address social and technological changes.

The implementation of an industry guideline for elderly-friendly banking services was first proposed in the 2025-26 Budget. The eight core principles established in the guideline include digital enablement, accessibility of basic services, distribution of physical banking facilities, transparency of authorization information, education and outreach, staff training, customer communication, and elderly-friendly design.