Turkey has introduced regulations to improve accessibility to
banking services for disabled customers, as well as customers over
70 years old. The changes aim to increase safety and ease of use
for banking services. New rules include providing documentation in
braille, sign language and audio formats, as well as changes to ATM
functions and related security. All banks in Turkey must comply
with the new rules by 1 January 2018.
The Banking Regulatory and Supervisory Agency issued the
Regulation on Accessibility of Banking Services
("Regulation"), published in Official Gazette number
29476 on 18 June 2016.
To access the services contemplated by the Regulation, customers
must submit documents (or approved copies) to their bank, showing
more than 40% impairment or disability. Customers above the age of
70 can access the services without notifying or submitting
documents to the bank.
Under the Regulation, banks will be required to:
Take the special needs of disabled or elderly customers into
consideration and give priority where possible.
Provide banking service agreements on their websites in vocal
format and as sign language videos.
Provide banking service agreements on their websites in audio
format and sign language videos.
Provide agreements for banking services, information and
documents (such as account statements, PIN, passcode) in braille,
via audio information, or via sign language videos (if
Educate personnel about the possible needs of disabled
customers, such as sign language. Personnel must give information
to customers about access, usage and security.
The Regulation also requires banks to rearrange ATM's to
Screens which avoid extreme brightness or darkness.
Voice information and instructions for sight impaired
Sign language menu options for hearing impaired customers.
Security measures to maintain secure use of the services.
Under the new rules, disabled customers will able to check
account balances, make withdrawals, deposit money, as well as check
and pay credit card debt free of charge at all ATM's (even
those not operated by their own bank), provided they submit
disability information to the bank.
Banks will be required to designate service regions by the
number of disabled customers. Each region must have at least one
ATM device allocated and designed for use by orthopedically
handicapped customers. All measures must be taken to ensure secure
usage of the ATM's by disabled customers, without needing
A transition period applies from 1 January 2017 to 1 January
2018, for banks to adapt to the new requirements. However, services
planned for provision during the transition period must comply with
the new rules.
Please see this link for the full text of the
Regulation (only available in Turkish).
Information first published in the MA | Gazette, a fortnightly legal
update newsletter produced by Moroğlu Arseven.
The content of this article is intended to provide a general
guide to the subject matter. Specialist advice should be sought
about your specific circumstances.
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