Accessibility of payment systems

We want to promote financial accessibility and knowledge. We want to increase financial knowledge and ensure that everybody has access to financial services and products.

We want to promote financial accessibility and knowledge. That is why we are a partner in the National Forum on the Payment System (NFPS). The NFPS working group on Accessibility investigates the accessibility of the payment system and gives advice.

Geldmaat

Accessibility of online payments

Our world is becoming more digital every day. We increasingly do our shopping online and pay less in cash. The number of bank offices and ATMs is steadily decreasing. As a result, making payments or withdrawing cash is becoming more difficult for some groups, such as people with limited access to the internet. The NFPS wants to ensure that the payment system remains accessible to these groups.

Accessibility of banking services

Is everyone capable of managing their own financial affairs? Do banks offer products and services that are available and accessible to all? The NFPS working group on Accessibility studied this. Their research shows that banks do their best to take the interests of their customers into account, but that it is a challenge to effectively reach all groups.

Recommendations

Banks could do more to ensure access to their products and services for everyone. That is why the NFPS makes the following recommendations to the banks:

  • provide an overview of all customer products and services on their website
  • consult representatives of all their stakeholder groups when developing new products and services
  • further simplify telephone banking
  • work together more closely with customer representative organisations such as senior citizens’ associations

Payment methods for all

A study into the accessibility of payment methods in Europe has resulted in an overview of issues related to ATMs, POS terminals, debit cards and mobile payments. The study also presents an overview of solutions used to resolve these issues. Examples include the following:

  • introducing mobile apps using voice recognition
  • using sound and light signals to improve the accessibility of ATMs and POS terminals for people with disabilities
  • using braille and extra large fonts on debit cards

The study was conducted by a temporary working group of the ECB's European Retail Payments Board (ERPB), jointly chaired by the Age Platform Europe and DNB. Read more about accessibility of the European payment system.

Sustainability

Financial services must also be accessible to vulnerable groups with limited financial or digital knowledge. We promote the accessibility of the payment system and contribute to sustainable prosperity and financial stability.