We The PwD of India On Banking

7/28/2019 We The PwD of India On Banking

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BANKING TESTIMONY ONLINE FORM : Experiences As A Person With Disability

Have you ever experienced on grounds of apparent / perceived disability :

Denial of opportunity to open bank account in first place?!Restricted choice of account type with no c hequebook facility or i nsistence on joint signatory?Inflexible banking staff, Inaccessible banks, ATMs, netbanking / mobile banking...?Loan refusal despite credit-worthiness?Extra special treatment not offered to regular customers?

We need to know exactly whats on your mind: the good things, and the bad memories...

The purpose of this questionnaire is to identify all the issues and problems people with disabilitiesin India face with respect to banking services. This questionnaire is limited mostly to accessibilityissues as broader issues such as changing of banking law/contract law are not quick fixes.

Do remember that the more inputs we receive, the more detailed the feedback and solutionswe can offer the banking sector. Your inputs and opinions will also be collated so as to measurepolicies against the facilities and services provided;and submitted to the concerned authorities.

THERE ARE DIFFERENT SECTIONS - CLICK CONTINUE AT THE END OF EACH ON THE WEB FORM

Only the starred questions are mandatory - so this s houldnt take much time to fill.Of course the more information you fill, the more useful data that's available in the public domain.

Also the sooner you complete the form, the better your chances of redressal...so please hurry and find the time !

We welcome your feedback as this would bring about greater visibility of issues faced - thanks in advance !

All data will be collected on this online, open-access spreadsheet- http://bit.ly/bankingrightThis form will be LIVE in future as well so log experienc es whenever you can !

Please make sure you have half an hour of uninterrupted time to complete before starting.

By clicking agree in the next section you can proceed with the survey.* Required

Context, Content, Consent & Confidentiality

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Persons with disabilities face a wide range of problems in relation to banking.While there are some regulations of the Reserve Bank of India (RBI)relating to banking by persons with visual disabilities/blind/low vision,these are not implemented properly. In addition, there are no regulationsrelating to people with other disabilities who may require special assistancewhen it comes to banking operations, other than regulations whichprescribe that banks/ATMs must be provided ramps. Moreover, banksare not aware of international best practices, in terms of technology solutions,provision of assistance and process changes to be made with respectto persons with disabilities to ensure that even the existing regulationsare complied with. In addition, no penalties are prescribed for banks thatdiscriminate against persons with disabilities etc.

How Can We Make Banking In India Accessible For Persons With Disabilities?We hope this initiative will lead to answers and solutions to this question.

The purpose of this survey is to address the real-life problems many of usface with banking and disability. You are invited to participate in this pro bonoresearch survey being conducted by Centre for Internet & Society,Daisy Forum of India, Inclusive Planet Centre for Disability Policy and otherdisability-focussed groups in India.

Your participation in this survey is voluntary. You may choose not to participateor withdraw at any time without being penalised.

The procedure involves filling an online survey that will take approximately30 minutes with screen readers and less without. Please complete the sameat one sitt ing - due to multiple limitations this form cannot be saved partiallyand continued later. The survey questions will be about your bankingexperience when affected by disability in any way.

We will do our best to keep your information confidential. To help protectyour privacy, the surveys will not contain information that will personally identify you,unless you are open to being contacted for further inputs. The results of this studywill be used for pro-disability banking advocacy initi atives.

If you have any questions about the research study, please [email protected]

Thank you for your time!

PLEASE CONSENT ELECTRONICALLY TO PROCEED WITH ONLINE SURVEY *

Please select your choice below. Clicking on the "agree" button below indicates that: you have ready the above information you voluntarily agree to participate you are at least 18 years of age. If you do not wishto participate in t he research study, please decline participation by clicking on the " disagree" button.

AGREE : I am above 18 years of age and volunteer to participate. I have read and understood the terms above.

DISAGREE : I decline participation.. I do not wish to proceed to the survey.

INDIVIDUAL DETAILS

Full Name *

Fill ANON if you wish to remain anonymous and don't want to be contacted for policy clarifications


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Age (as on 2013)

Enter years in number format, eg: 18

Gender

Options : Female, Male, Other

Female

Male

Other:

Email Id *

(Personal Preferred)

Current location

ZIP preferable, else City & State

Type of difficulty / disability *

Check whatever applies ( multiple clicks ok )

Vision

Mobility / DexterityHearing

Speech

Cognition / Memory

Psychosocial

Hidden / Invisible

Other:

BANK DETAILS

Bank Name

Enter bank name in full ( eg : not SBI, but State Bank of India )

Bank Circle

Enter bank location : city / village

Bank Branch


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Account Type *

Account type held if any ( check whichever boxes apply, multiple clicks ok )

Savings a/c Regular

Savings a/c linked Government Pension

Savings a/c linked Salary

Savings a/c l inked Social Security Scheme / allowance

Current a/c ( Entity, Business, Organisation )

Term Deposit a/c

Demat a/c

Trading a/c

No a/c held / Not Applicable

Other:

Account Opera tion *

How do you hold and operate your PRIMARY / SAVINGS account? ( Check whichever option applies )

Solo

Joint (with family member / friend)

Proxy Safeguard (Guardianship / Power of Attorney)

No a/c held / Not applicable

Other:

Services obtained *

Check banking channels, products & services used ( Check whichever boxes apply, multiple clicks ok )

Cheque book facility

ATM / Debit Card

Credit Card

Loan facility

Mobile Banking

Net Banking

Locker Facility

No a/c held / Not applicable

Other:

BANKING SERVICE ACCESS

Accessing Bank Channels ( branch, ATM booth, website, telecom ) / Instruments ( ATM machine, EFT-POS , medium of authentication) / Paperwork ( forms, passbook, pay in slip, challan, statements )

STAGES : Opening, operating & managing bank account / Service ( Approach, entry, seeking help, exit, depositing money, withdrawing money, pass book updation, obtaining transaction and bank information )


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Have you had any accessibility issues in these product / service areas ? *

Select 1 of the 3 options - from left to right : Yes, No, Other. (If question not applicable, choose Other)

Yes No Not Applicable / Other

Physical Access to bank / ATM booth

Internet Banking

Mobile Banking

ATM Machine

Debit Card / Credit Card

Cash withdrawal

Cheque / Cheque book issue

Signature (issues / mismatch etc)

Account Information via Bank Statement / Passbook

Safe and secure information on transaction, fund balance etc

ACCESS EASE RATING SCALE ( across banking channels )

Service grade ranging from left to right :1 = Poor, 2 = Average, 3 = Good, 4 = Excellent, 5 = Not Applicable )

1 = Poor 2 = Average 3 = Good 4 = Excellent 5 = Not Applicable

INFRASTRUCTURE = Reach & Usability of Branch/ ATM Infrastructure, Equipment, Furniture

INTERNET = Portal, Payment Gateway

TELECOM = Mobile Banking, IVR, Customer Care

CONSUMABLES = Cheque Book, Pay In Slip,Challans, Pass book, A/c Statement, Debit Card,

Credit Card, Receipts

PEOPLE = Manager, Personnel, Customer Care

PRODUCTS = Obtaining / Operating / Managingbasic banking services WITHOUT glitches or

discrimination

If your own cheques have being dishonoured on account of signatures not matching do you feel that the signature mismatch was on account of your disability? *

Not Applicable - I don't have cheque facility

No - While I have cheque facility, I have not faced problems with signature mismatch

Yes & No - My own cheques have been dishonoured due to signature mismatch, but this was not on account of my disability.

Yes - I have faced problems with my own cheques dishonoured due to signature mismatch on account of my disability.

BANKING RELATIONSHIP

Has your relationship manager been able to handle the unique difficulties you may be facing on account of your disability? *

I don't have a bank account yet


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I have a bank account but no relationship manager

No, my relationship manager has not been able to handle my disability related issues effectively.

Yes, my relationship manager has been effective in handling my unique difficulties on account of my disability,

Has this ever happened to you? *

Options left to right : Yes, No, Other. (If question not applicable, choose Other)

Yes No Not Applicable / Other

DENIAL - Bank refused to open account

DISCRIMINATION - Non-statutory requirements / restrictions of

services offered to 'regular' customersDIFFICULTY - Problems faced in opening a regular account vis-a-vis

'regular' customers

Refusal of debit card / credit card facility

Suspension of a/c due to disability

Victim of financial fraud because of your disability

Difficulty in interacting with banking staff

SERVICE EXPERIENCE : Any denial, discrimination or difficulty faced in follow ing stages ? *

Check 1 of 5 options. From left to right : 1 = Denial of service, 2 = Discrimination in service, 3 = Difficulty faced, 4 = No problem, 5 = Not Applicable .

Denial Disc riminat ion Di ffi cul ty No P roblem Not Appl ic able

Account Opening

Account Operation

Account Management

Issue of debit card

Issue of cheque book

Loan application

PROBLEMS & SUGGESTIONS FEEDBACK : Elaborate on Yes / No responses above with background & details

Account refused? Extra documentation insisted on? Choice restricted? * &%$ Bank Service Inaccessible? Unbelievably accommodating Customer Care ? Crib, vent, rant or gush away !

COMMENTS : Experience in starting, operating and managing banking service ( Elaborate reasons for denial, discrimination, difficulty faced in text box below )

Account refused? Extra documentation insisted on? Choice restricted in account type / services? Enter how, why, name of the Bank and details


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COMMENTS : Reach & Accessibility of Bank Channels - Entry & Operations in Branch, ATM kiosk, Internet Portal, Telecom Facil ities ( Elaborate i n text box below )

( PHYSICAL = bank exterior, bank interior, ATM kiosk exterior, ATM kiosk interiors, Furniture etc) ( INTERNET = Portal / Payment Gateway. ) ( TELECOM = IVR / Customer care )

COMMENTS : Availabil ity & Usability of Equipment, Instruments & Consumables. ( Elaborate in text box below )( Equipment = ATM etc. ) ( Consumables = Cheque Book, Pay In Slip, Challans, Pass book, A/c S tatement, Debit Card, Credit Card, Receipts ) etc

COMMENTS : Accommodations & Flexibility - Pe ople, Products & Processes : From difficulty with cheque dishonourment due to signature mi smatch to relationship manager e fficacy ... Elaborate in

text box below

???

COMMENTS : Miscellaneous feedback - ( Enter any additional inputs in text box below )

???

You have reached the end of the survey. Thank you!

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We The PwD of India On Banking

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