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  • BC-10 BC-10 Measures and Procedures for Services Provided to Disabled Customers by Bahraini Retail Banks

    • BC-10.1 BC-10.1 General Requirements

      This Chapter BC-10 is applicable only to Bahraini retail banks that operate 10 or more branches.

      Amended: April 2017

      • BC-10.1.1

        Bahraini retail banks must develop special measures and procedures when providing financial and banking services and transactions for disabled customers to safeguard their rights in requesting and receiving information to ensure equal treatment amongst all customers. Disabled customers must be identified based on the certificate issued by the Ministry of Labour and Social Development or a medical certificate issued by a qualified doctor.

        Amended: April 2017
        Added: April 2016

      • BC-10.1.2

        Bahraini retail banks are encouraged to enhance the disabled customers' access to their ranges of banking services by:

        (a) Liaising with organisations representing disabled customers to provide assistance; and
        (b) Keeping pace with changing technologies involving ATMs, electronic and internet banking.
        Amended: April 2017
        Added: April 2016

      • BC-10.1.3

        Bahraini retail banks must have in place appropriate methods to communicate with the disabled to address their specific needs.

        Amended: April 2017
        Added: April 2016

      • BC-10.1.4

        Bahraini retail banks must ensure that all legal requirements/documentations are taken into consideration when entering into contracts with disabled customers with the aim of protecting the disabled customers and themselves in court cases.

        Amended: April 2017
        Added: April 2016

      • BC-10.1.5

        Bahraini retail banks must ensure that disabled customers are provided full access to all banking and financial services offered by the bank, including the provision of ATM cards on the same basis as for all other bank customers.

        Amended: April 2017
        Added: April 2016

      • BC-10.1.6

        Bahraini retail banks must provide fast track and/or priority services for disabled customers to address their banking needs.

        Amended: April 2017
        Added: April 2016

      • Fees and Charges

        • BC-10.1.7

          Fees and charges on withdrawals, done through bank counters must be waived for all disabled customers.

          Added: April 2016

        • BC-10.1.8

          Monthly fees and charges on current and savings account, including minimum balance charges, must be waived for all disabled customers.

          Added: April 2016

      • Branch and ATM Requirements

        • BC-10.1.9

          Bahraini retail banks must provide at least one branch for serving the disabled customers in line with the requirements in this Module, in addition to the normal branch activities. At least one ATM machine must be provided in the branch to serve the disabled customers.

          Amended: April 2017
          Added: April 2016

        • BC-10.1.10

          To ensure an adequate geographical distribution within the Kingdom of Bahrain, the CBB will expect two specially equipped branches within each governorate of the Kingdom. The geographical distribution will be coordinated by the CBB.

          Added: April 2016

        • BC-10.1.11

          With reference to Paragraph BC-10.1.9, the ATM devices must be equipped with technology specially adapted for customers with disabilities where ATMs must:

          (a) Be wheelchair accessible, ensuring that the ATM is set at an appropriate height and track for movement; and
          (b) Provide Braille alphabet and voice software technology (talking ATM) for the visually impaired customers.
          Added: April 2016

      • Customer Account Numbers

        • BC-10.1.12

          Customer account numbers provided for accounts of disabled customers must be identifiable among other customer accounts to ensure that the disabled customers are offered the specialised services as outlined in this Chapter and that all bank staff offers the bank's services accordingly, whether in person or by phone.

          Added: April 2016

      • In Branch Services

        • BC-10.1.13

          Bahraini retail banks must provide a special priority desk for disabled customers, clearly designated with a special logo. In addition parking facilities and easy access entrances must also be provided.

          Amended: April 2017
          Added: April 2016

        • BC-10.1.14

          Within the branch itself, special layout and signage must be used to facilitate the movement of disabled customers, including the use of any elevators, should this be the case.

          Added: April 2016

      • Training for Bank Staff

        • BC-10.1.15

          Bahraini retail banks must ensure that their staff dealing with disabled customers are enrolled in specialised training to ensure that they are qualified and fully familiar with the use of any specialised technology adapted for such customers and to address any other special requirements in dealing with these customers. Such training must be part of the staff's overall training requirements.

          Amended: April 2017
          Added: April 2016

      • Personal Banking

        • BC-10.1.16

          Bahraini retail banks must provide special door step non-cash financial services to disabled customers.

          Amended: April 2017
          Added: April 2016

    • BC-10.2 BC-10.2 Special Services for Visually Impaired Customers

      • BC-10.2.1

        Bahraini retail banks must provide the following application forms along with the terms and conditions of contracts signed by visually impaired customers for all conducted transactions in Braille format or voice records or screen readers or any other advanced and secured means:

        (a) Account opening forms;
        (b) Facilities contracts;
        (c) Investment and transactions documents;
        (d) Instructions manuals; and
        (e) Customer notifications.
        Amended: April 2017
        Added: April 2016

      • BC-10.2.2

        Bahraini retail banks may accept electronic signatures and electronic finger print as a satisfactory form of signature to meet the needs of the disabled customers. Banks should refer to Legislative Decree No. (54) of 2018 with respect to Electronic Transactions "The Electronic Communications and Transactions Law" and its amendments. Banks may determine the terms and conditions on which the facilities of biometric identification can be extended to the disabled customers.

        Amended: January 2020
        Amended: April 2017
        Added: April 2016

      • BC-10.2.3

        Bahraini retail banks must ensure that two bank employees witness when transactions undertaken by visually impaired customers. In case of customers with visual as well as hearing impairments, Bahraini retail banks must ensure that witnesses (other than bank staff) are present for the signature of any transaction and that documents providing the identity of such witnesses are submitted.

        Amended: April 2017
        Added: April 2016

      • BC-10.2.4

        Bahraini retail banks must provide speaking screens for the priority waiting area of banks for visually impaired customers.

        Amended: April 2017
        Added: April 2016

    • BC-10.3 BC-10.3 Special Services for Hearing Impaired Customers

      • BC-10.3.1

        Bahraini retail banks must ensure that their staff dealing with hearing impaired customers are enrolled in specialised training on sign language or provide a full time translator/interpreter in the bank's premises, dedicated to communicate with such customers.

        Amended: April 2017
        Added: April 2016

      • BC-10.3.2

        To facilitate the implementation of Paragraph BC-10.3.1, retail banks should provide a banking dictionary designed to address banking vocabulary by way of sign language through video clips and pictures to enable such customers to have a clear understanding of the banking terminology being used.

        Amended: April 2017
        Added: April 2016