Building Accessible and Inclusive Financial Services for Persons with Disabilities

Description

Background:

The conduct of sensitivity training for financial institutions on Persons with Disabilities (PWDs) is necessary to support the BSP’s commitment to an inclusive financial system. Focus group discussions conducted with the PWD sector from November 2024 to February 2025 revealed persistent barriers in accessing financial services, particularly in frontline interactions and digital channels, despite the existence of protective laws. These findings highlight the need for targeted capacity building to improve awareness and fair treatment, and to ensure that financial services are accessible and responsive to the needs of PWDs.

 

Objectives:

  • To build understanding of the diverse types of disabilities and their distinct implications for access to financial services
  • To increase awareness of PWD rights in line with relevant laws and regulations
  • To promote practices that address accessibility considerations in mobile and digital banking services
  • To enhance understanding of physical accessibility requirements in bank branches and service points for PWD clients
  • To encourage financial institutions to integrate PWD-inclusive practices in corporate policies


Target Participants:

  • C-suites, Compliance officers, Customer Experience Heads, and IT Heads

 

Scope:

1. Understanding disability perspectives

  • Overview of physical, sensory, intellectual, learning, and psychosocial disabilities
  • Discussion of disability perspectives applicable to financial services

 

2. BSP regulations and initiatives promoting PWD welfare

  • Financial consumer protection regulations promoting PWD rights
  • Engagements with the PWD sector

 

3. Accessibility in mobile and digital banking services

  • Common accessibility barriers encountered by PWDs in mobile and digital banking
  • Regulatory expectations and good practices for accessible mobile apps, websites, and ATMs

 

4. Physical accessibility in branches and service points

  • Physical accessibility requirements for bank branches and service areas
  • Practical examples of accessible layouts, facilities, and service arrangements for PWD clients

 

Methodology:

The training will utilize both lecture and immersive approaches:

  • Facilitated lecture and moderated discussion led by subject matter experts
  • Hands-on exercises in using phone accessibility features (e.g., Talkback and VoiceOver)

 

Responsible Unit:

BSP Consumer Financial Health and Empowerment Sub-Sector in collaboration with the Bankers Institute of the Philippines (BAIPHIL)

 

Resource Speakers:

Atty. Lara Estevez-Austria

Deputy Director

BSP-CPMCO

 

Mr. Cesar Augusto Villanueva Jr.

Deputy Director

BSP-FIO

 

Ms. Maria Criselda “Krissy” Bisda

Accessibility Expert

 

Ms. Rhea Althea Guntalilib

Accessibility Expert

 

Arch. Armand Michael Eustaquio

Accessibility Expert

 

Schedule:

September 9, 2026 (Wednesday) from 9:00 AM – 3:00 PM via Zoom

 

Training Fee per Participant:

Member Institution – PPhp3,920.00

Non-Member Institution – Php5,040.00

*VAT inclusive

 

REGISTER HERE!