The HKMA has announced the launch of the Guideline on Elderly-friendly Banking Services, developed by the HKAB. This guideline is part of ongoing efforts to improve financial inclusion and enhance banking services for elderly customers in Hong Kong.
The new guideline aims to make banking more accessible, improve customer experience, and promote digital inclusion for elderly users. It outlines measures to ensure banks provide better support to elderly customers, focusing on areas such as accessibility, digital enablement, financial literacy, and customer protection. Banks are also encouraged to improve physical branch facilities, enhance customer communication, and train frontline staff to address the specific needs of elderly customers effectively.
This initiative builds on earlier efforts to support financial inclusion, including the 2018 Barrier-free Banking Services guideline (updated in 2026 – see below), as well as guidelines issued in recent years for customers with intellectual disabilities and dementia.
The HKMA expects all retail banks, including digital banks, to adopt the practices set out in the guideline. Other AIs are also encouraged to enhance their services for elderly customers. To ensure proper implementation, banks are urged to provide staff with adequate training and clear guidance to support elderly customers effectively.
The HKMA will monitor the adoption of the guideline and continue to work with the industry to promote inclusive banking services across Hong Kong.
To access the Circular in full, please see here.
