Banking · Customer Rights and Financial Inclusion
A visually impaired customer, Ms. Anjali, visits a bank to open a term deposit and requests a cheque book facility and an ATM card. The branch manager, citing 'internal security policies,' advises her that she should only operate the account through thumb impressions and should not use a cheque book or ATM card as it might lead to fraud. He suggests that her brother be made a joint holder with 'Either or Survivor' mandate for her own safety. Ms. Anjali finds this patronizing and insists on her rights as an independent customer. Based on RBI guidelines and the Rights of Persons with Disabilities Act, 2016, what is the correct stance the bank should take?
Verified Solution4 OptionsUpdated: October 2026👁️1 View
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- 1The bank can provide the facilities only if Ms. Anjali signs an 'Indemnity Bond' absolving the bank of any liability in case of future fraud in her account.
- 2A visually impaired person is legally classified as 'Incompetent to Contract' under the Indian Contract Act and must have a legal guardian as a joint signatory.
- 3The bank must provide Ms. Anjali with all facilities including a cheque book and ATM card, and should not force her to open a joint account or use only thumb impressions.✓
- 4The manager is correct as the bank has a 'Duty of Care' to prevent fraud in accounts of customers who cannot visually verify their transactions.
Correct answer
The bank must provide Ms. Anjali with all facilities including a cheque book and ATM card, and should not force her to open a joint account or use only thumb impressions.
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