The HKMA published a circular (the “Circular“) on 21 January 2026 on the issuance of the second edition of the Practical Guideline on Barrier-free Banking Services by the HKAB.
The updated guideline builds on the original 2018 version by incorporating industry best practices and feedback from the relevant stakeholders, with proposed enhancements to the recommended practices, with a view better to address customer needs and enhance customer experience. The HKMA expects all banks to implement the guidelines, and encourages other AIs to observe the recommendations to enhance services to customers in need.
In the Circular, the HKMA also reminds AIs to provide proper training and guidance to frontline staff, and to explore and implement further barrier free measures. The HKMA will continue to monitor the implementation of the guideline and the development of barrier-free banking across the sector.
The Circular can be accessed here.
