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08/10/2025

The protection of consumer rights is one of the key and priority functions of the CBCG, primarily focusing on the consistent application of the equality, accessibility and non-discrimination principles, especially when concerning persons with disabilities and other vulnerable groups.

In line with this, and with the aim of improving banks’ practices in dealing with persons with disabilities, and in accordance with the Law on the Prohibition of Discrimination against Persons with Disabilities and the United Nations Convention on the Rights of Persons with Disabilities, the CBCG has called on all banks to ensure full respect for the rights and equal access of persons with disabilities at all stages of providing banking services.

To obtain a clearer picture and to improve current practices, the CBCG has requested that all banks submit detailed information on their internal procedures and established practices in this area. Acknowledging the difficulties that persons with disabilities may face when updating personal data, banks have been additionally invited to establish mechanisms for providing home-based services to clients who are unable to visit bank branches in person.

Accordingly, banks are required to immediately discontinue the implementation of any procedures and practices that are not in line with the principles of equality and accessibility and to align them with applicable legal and regulatory standards, while demonstrating full sensitivity towards users facing physical or other limitations.

In this regard, the CBCG has urged banks to consider, in accordance with national legislation and international standards, the introduction of alternative forms of service delivery that may be offered, but not imposed, on persons with disabilities.

To achieve a higher level of inclusiveness and social responsibility in the banking sector, the CBCG has recommended the adoption of policies and procedures that take into account different types of disabilities. Special emphasis has been placed on recommendations to ensure full physical accessibility of bank branches and equipment, the provision of assistance by qualified staff in branches, the implementation of technical solutions and assistive technologies adapted for persons with visual and hearing impairments including accessible digital channels and training programmes to strengthen employees’ skills and competences for quality and tailored service delivery. Additionally, the CBCG has encouraged banks to consider introducing special credit lines and other financial products designed for persons with disabilities, respecting their specific needs and rights.

As the regulator, the CBCG will closely monitor the implementation of these recommendations and banks’ compliance. Through its supervisory instruments, it will continue to protect consumer rights while at the same time supporting banks in further enhancing accessibility and equal treatment of persons with disabilities, with the ultimate goal of strengthening an inclusive and accessible financial environment for all citizens.

Gordana Kalezić

Director of the Directorate for Supervision of AML/CFT Compliance
and the Financial and Credit Institutions Consumer Protection