The financial investment industry is enhancing accessibility for disabled customers by reviewing service and infrastructure improvements and sharing best practices.
The Financial Investment Association announced that it held a meeting on improving financial accessibility for the disabled on August 28 at the Financial Investment Center in Yeouido, Seoul.
Attendees included Jeong Hyeong-kyu, head of the Financial Investment Association, and chief consumer protection officers from 20 securities firms. They reviewed the implementation status of common tasks outlined in the Financial Services Commission's strategy for improving financial accessibility for the disabled, announced in April of last year, and shared examples of service and infrastructure improvements for disabled customers.
First, they assessed the expansion of preferential services aimed at reducing commission fees for visually impaired individuals. These customers often rely on offline transactions or automated response systems (ARS), which typically incur higher fees than online trading.
To alleviate transaction costs, securities firms are expanding their fee discount services. Currently, 26 securities firms have implemented and are operating these services. Some firms apply preferential rates for disabled investors, offering benefits on transfer fees and other financial transaction costs.
Efforts are also underway to introduce tablet-based text consultation services to enhance accessibility for hearing-impaired customers. A total of 23 securities firms, including 10 comprehensive financial investment firms and 13 firms with more than 10 domestic branches, are working on this initiative, with 10 firms having already completed implementation.
The manual for assisting disabled customers has also been improved. All 36 securities firms engaged in retail operations have revised their manuals to enhance practical use. Detailed manuals for seven types of disabilities—mobility, visual, hearing, speech, brain injury, intellectual, and autism—have been developed, outlining the infrastructure and service usage methods available to disabled customers.
Examples of successful initiatives undertaken by individual firms were also shared. These include using artificial intelligence (AI) to provide research materials and investment information to visually impaired investors through screen readers, as well as making braille guidance materials available at branches.
Collaborations with visually impaired investors and disability organizations were highlighted, focusing on addressing inconveniences encountered while using screen readers and incorporating feedback into mobile app improvements. This is particularly relevant given the high proportion of mobile trading in the financial investment sector. One example included integrating the titles and content of community posts in the app for easier reading.
Customized service examples for different disabilities were also presented, such as priority call center connections for visually impaired customers and tailored educational programs combining retirement pension systems with basic economic education for workers with developmental disabilities.
The Financial Investment Association plans to disseminate the best practices shared during this meeting to its member firms and support their service improvements while identifying additional areas for enhancement. They also intend to collaborate with relevant organizations, such as the Employment Support Center for the Disabled, to promote increased employment of disabled individuals in the financial investment industry.
Jeong Hyeong-kyu, head of the Financial Investment Association's Self-Regulation Division, emphasized, "When a good initiative from one company becomes a standard across the industry, users will truly feel the change," urging member firms to actively engage and participate.
* This article has been translated by AI.
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