The Bank of Ghana has drawn a clear line in the sand for financial institutions, outlining a strict timeline to ensure services become accessible to persons with disabilities by the close of 2026.
In a notice issued on April 20, the central bank moved beyond policy intentions and into enforceable action, providing detailed steps for compliance with its 2025 Directive on Financial Inclusion for Persons with Disabilities. The directive requires all regulated institutions to guarantee fair and non-discriminatory access to financial services.
The new framework applies across the financial sector, including banks, specialised deposit-taking institutions, finance houses, non-bank financial institutions, and payment service providers.
Under the timeline, institutions are expected to begin implementation almost immediately. By July 31, 2026, each institution must have developed an internal disability inclusion policy and appointed a senior officer to oversee its execution. This policy must then receive board approval by September 30, 2026, with inclusion metrics integrated into regular management reporting.
By October 31, 2026, institutions must submit their approved policies to the central bank, complete staff and agent training, and carry out a comprehensive accessibility audit. This audit will cover both physical and digital channels, including infrastructure such as ramps and tactile signage, as well as platforms like websites, mobile apps, and USSD services.
Customer engagement is also a key part of the framework. Financial institutions are required to hold their first public awareness session by June 30, 2026, followed by another by October 31. Beyond that, disability-focused financial literacy programmes must be held at least twice each year.
The directive goes further by targeting how financial products themselves are designed and delivered. By December 31, 2026, institutions must ensure that all services and products both new and existing are accessible. This includes providing essential documents such as account forms and terms in formats like braille, large print, and audio. Branches are also expected to clearly display information about available support services.
Customer support systems are not exempt. By the same end-2026 deadline, institutions must upgrade their support channels to include accessible communication options, such as voice and text-based feedback systems.
Physical accessibility is another major requirement. Each bank must designate and maintain at least one fully accessible branch in every operational zone, in line with national standards.
To support long-term inclusion, institutions are also expected to collect disability-related data during customer onboarding subject to consent and use it to design more tailored services.
The Bank of Ghana has made it clear that compliance will be closely monitored. Periodic audits will be conducted, and institutions that fail to meet the requirements risk facing penalties. All policies and systems must be fully aligned with the directive by December 31, 2026.
Importantly, the notice reinforces a broader standard of service: denying financial services to individuals solely on the basis of disability is strictly prohibited. Institutions are also required to provide respectful and priority service, supported by visible signage.
By attaching firm deadlines and enforcement measures, the central bank is shifting disability inclusion from a goodwill initiative to a regulatory necessity. For Ghana’s financial sector, the message is unmistakable accessibility is no longer optional, and institutions will be judged not by promises, but by measurable results.
