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issue 4 may-june 2005
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Perspectives
Can’t bank on banks!

Something as simple, and as necessary, as going to the bank can be an unpleasant, even harrowing, ordeal. Anand Sharma recounts the agony of conducting regular operations at a bank.

Banks have zero support systems to manage blind or visually impaired account holders. Such customers are left either at the mercy of sighted customers or on the whims and fancies of banking staff. The fate of the transaction thus hangs in the balance.

A few weeks ago, I accompanied one of my friends (also blind) to the University branch of State Bank of India (S.B.I.). At the counter we asked for a withdrawal form. Instead of complying with our request, the cashier asked us if we were accompanied by a witness. We replied in the negative. He then refused to give us the withdrawal form. This led to a heated altercation for five minutes, but we did take the form. Then we went to speak to the Manager and tell him of this misconduct. What the Manager said to us was even more objectionable. He asked us how we knew that we were carrying the withdrawal form in our hand! I leave it to our readers to gauge our reaction and self-confidence at that point.

Another incident took place in the same bank when we had gone to make a Demand Draft of Rs. 10,000. First, we were told that we could not do so from our own S.B.I. account. The reasons given were not justifiable. We were asked to do double work by the Manager: first withdraw the money, then fill up the required form for the draft, and then deposit that money in the bank itself. Since we were in a hurry, we agreed to do so. It took us one hour to withdraw the money. After doing all the necessary things, we went to the counter to make the Draft. The staff member inquired about the amount and referred us to another counter. I remember we went to at least six different counters and everybody refused. In the course of this rigmarole, we met the Manager at least thrice. He even suggested that we make a draft of Rs. 9,990, not Rs. 10,000. We did not understand the reasons for this. Each time the Manager did call someone to help us but nobody actually did the needful. We wasted more than two hours and finally had to return empty-handed.

This is only a sample of what blind or visually impaired account holders have to undergo in banks. Why should they face such rampant discrimination?

India has an impressive record in space and nuclear technology and software development. We hold our own in international economic competition. We pride ourselves on the fact that we enjoy the rule of law, which provides for the development of every citizen. Yet, the blind citizens of the country have been feeling stifled and restricted.

Banks do not approve a blind customer’s signature on a withdrawal form. But they do not provide us with any alternative facility with which we can effectively perform our transactions. Consequently, on their withdrawal form, blind account holders must also have the sign of another person who has an account in the same bank, thus compelling them to rely on the sympathies of sighted people, usually complete strangers. In order to rectify this problem, perhaps banking institutions should employ a special person for this particular task, or put signature guides (to guide blind customers) on documents.

While it is good that Automated Teller Machines (or A.T.M.s) are being installed by many banks, it is also true that blind account holders cannot use them independently, which could be a security risk. Perhaps relevant speech technology needs to be developed and to be put into operation.

All this would empower vision impaired account holders to reap the benefits of technology and allow them to conduct their financial transactions themselves.

The government should periodically review, in the light of advancements in technology, how it can improve services for blind/visually impaired people in the banking sector. Banking staff should also be sensitised regarding special needs of its customers. Banking staff should not use our disability as a weapon to squash us down.

It is imperative that disability be considered when making any policy, so that the aspirations and desires of disabled people are reflected in every pursuit of life. After all, disabled people are also bona fide occupants of this planet. We need to realise that five senses are no reason to claim superiority, or four to accept inferiority. Sensitive reception of the problems of vision impaired people in the banking sector is essential. Banks are there to provide a service, and it is up to them to create a barrier-free environment for its blind account holders.

Do you have an ‘everyday’ experience you would like to recount? Write in to us at content@eyeway.org.

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