14 мая 2019
Екатерина Чернявская
photography33 / Depositphotos.com
При личном и дистанционном обслуживании инвалидов и других маломобильных групп населения финансовым организациям рекомендовано адаптировать для них сайты и мобильные приложения, а также обучить работников умению взаимодействовать с упомянутыми категориями граждан. Также Банк России обращает внимание на необходимость обеспечить наличие механизма, позволяющего клиентам из числа инвалидов уведомлять персонал, в том числе администратора зала, о своем приходе. Речь идет, в частности, о размещении при входе в подразделение специальной кнопки (методические рекомендации Банка России от 26 апреля 2019 г. № 12-МР).
Кроме того, в документе содержится рекомендация обслуживать этих клиентов в приоритетном порядке и не препятствовать присутствию сопровождающих их лиц при обслуживании. Помимо этого отмечается необходимость предусмотреть возможность индивидуального выездного обслуживания на дому по заявке клиента.
Отметим, что ранее Регулятор рекомендовал банкам подробнее рассказывать гражданам об условиях денежных переводов. В частности, о перечне документов, представляемых клиентом при осуществлении перевода денежных средств, включая перечень документов (сведений) необходимых для его идентификации.
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