She walked into the bank, white cane in hand, and confidence in stride. But at the counter, everything stopped.
“I’m sorry,” the teller said. “We can’t open an account for someone who can’t see. Who will sign for you?”
Despite being fully capable of managing her finances, she was turned away — not because of policy, but because of prejudice. No alternative format was offered. No accessible forms. No dignity.
Her story is not unique. Across Kenya, persons with disabilities continue to face systemic barriers to financial access — barriers not because of inability, but because of inaccessibility.
But what does true financial inclusion look like? Is it truly a public service if entire communities are left knocking at the door?
Let’s explore the core elements of financial inclusion
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1
Access to Financial Services
This means individuals can physically or digitally reach financial institutions and services. It includes:
- Availability of bank branches, ATMs, agents
- Mobile banking and digital platforms
- Accessible interfaces for persons with disabilities
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2
Affordability
Services must be reasonably priced and free from prohibitive fees, especially for low-income users. This includes:
- Low-cost or no-fee accounts
- Affordable interest rates and transaction fees
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3
Usability and Suitability
Financial products must match users' needs, contexts, and abilities. For example:
- Simple and understandable savings tools
- Credit tailored for small-scale or informal workers
- Insurance products for health, agriculture, disability, etc.
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4
Financial Literacy and Education
People must understand how to manage money, use services, and plan financially. This includes:
- Financial education programs
- Accessible learning materials (Braille, sign language, plain text)
- Support for decision-making
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5
Consumer Protection and Trust
Users need to feel safe using financial systems. This involves:
- Clear terms and conditions
- Data privacy and security
- Mechanisms for complaints and redress
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6
Non-Discriminatory Policies and Inclusive Design
Inclusion must go beyond infrastructure, it needs systems that embrace diversity:
- Legal frameworks prohibiting discrimination
- Financial products designed for people with disabilities, older persons, and others
- Accessible customer support channels
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7
Digital Infrastructure and Innovation
Modern financial inclusion relies on technology that bridges gaps. Examples:
- Mobile money services
- Biometric authentication
- Interoperable systems across banks and services
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8
Agency and Autonomy
People should have control over their financial decisions:
- Ability to open accounts without third-party authorization
- Equal rights to own assets and sign contracts
- Empowerment to plan, save, invest, and grow wealth
Financial inclusion is about autonomy, dignity, and participation. With the Persons with Disabilities Act, 2025, Kenya now has the legal scaffolding to build an inclusive financial future.
But the system won’t change until the mindset does.
Article by: Maryanne Emomeri