The following is issued on behalf of the Hong Kong Monetary Authority:

     The Hong Kong Monetary Authority (HKMA) and the Hong Kong Association of Banks (HKAB) announced today (January 21) that the banking industry will implement the Guideline on Elderly-friendly Banking Services and the second edition of the Practical Guideline on Barrier-free Banking Services to strengthen support for the elderly and customers with impairment in accessing banking services. Both industry guidelines are issued by the HKAB and endorsed by the HKMA.

     The Guideline on Elderly-friendly Banking Services aims to establish pragmatic elderly-friendly standards in support of the Government's efforts in promoting silver economy (Note 1), which sets out eight core principles (Note 2) and a number of recommended good practices for implementation by banks. It also aims at enhancing elderly customers' financial literacy and digital adoption through strengthening financial education. The second edition of the Practical Guideline on Barrier-free Banking Services introduces enhancements to barrier-free banking services, with a view to facilitating access to appropriate banking services for customers with different needs, including persons with physical, visual and hearing impairments, as well as the elderly.

     Deputy Chief Executive of the HKMA Mr Arthur Yuen said, "The HKMA has been working closely with the banking industry to promote financial inclusion. Building on the industry's practical experience accumulated over the years, the two guidelines cover multiple measures that help further enhance customers' banking experience. The HKMA expects banks to continue upholding the principle of treating customers fairly amid the development of digital services, and to provide more convenient and inclusive banking services for the elderly and other customers with special needs."

     The Chairman of the HKAB, and Vice Chairman and Chief Executive of Bank of China (Hong Kong), Mr Sun Yu, said, "To foster a more customer-friendly service environment and provide appropriate banking services for elderly customers and those with special needs, the HKAB has worked closely with regulators and relevant stakeholders to proactively introduce related measures, with a view to offering more caring and convenient banking services. The HKAB will continue to enhance the relevant service guidelines to keep up with social and technological changes, further driving the development of financial inclusion."

Note 1: The introduction of an industry guideline for elderly-friendly banking services was set out in the 2025-26 Budget.
Note 2: The eight core principles include digital enablement, accessibility of basic services, distribution of physical banking facilities, transparency of authorisation information, education and outreach, staff training, customer communication and protection, as well as elderly-friendly design.

Ends/Wednesday, January 21, 2026
Issued at HKT 12:00

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