HKMA and HKAB Launch Guidelines for Elderly-Friendly and Barrier-Free Banking Services

Banking industry introduces enhancements to elderly-friendly and barrier-free services

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 Yuensaid, "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.

Source: AI-created image

Incoming passenger convicted and jailed for possession of duty-not-paid cigarettes

An incoming passenger was sentenced to 29 days of imprisonment by the Fanling Magistrates' Courts today (May 23) for possessing duty-not-paid cigarettes and failing to declare them to Customs officers, in contravention of Dutiable Commodities Ordinance (DCO).

Customs officers intercepted the incoming 58-year-old male passenger at the Lok Ma Chau Spur Line Control Point yesterday (May 22) and seized 1 981 sticks of duty-not-paid cigarettes from him. The estimated market value of the seized cigarettes was about $8,100, and the duty potential was about $6,500. He was subsequently arrested.

Customs welcomes the sentence, noting that even a first-time offender may still be imprisoned. The custodial sentence has imposed a considerable deterrent effect and reflects the seriousness of the offences. Members of the public should not defy the law.

Customs reminds members of the public that under the DCO, cigarettes are dutiable goods to which the DCO applies. Any person who imports, deals with, possesses, sells or buys illicit cigarettes commits an offence. The maximum penalty upon conviction is a fine of $2 million and imprisonment for seven years.

Members of the public may report any suspected illicit cigarette activities to Customs' 24-hour hotline 182 8080 or its dedicated crime-reporting email account (crimereport@customs.gov.hk) or online form (eform.cefs.gov.hk/form/ced002).

Incoming passenger convicted and jailed for possession of duty-not-paid cigarettes Source: HKSAR Government Press Releases