Recommendations for Payment Service Providers on Accessibility

This document is a guide that presents recommendations for payment service providers (PSPs) aimed at fostering accessibility to electronic retail payments. It is based on a survey conducted by the Eurosystem's retail payments strategy, which gathered insights from national associations representing citizens in vulnerable positions regarding the impact of digitalization on access to retail payments. The guide outlines key findings from the survey, emphasizing challenges such as a lack of knowledge about digital payments, insufficient accessibility features on digital platforms, and concerns about fraud. It also discusses the relevance of the European Accessibility Act (EAA) and related standards, which aim to improve accessibility for individuals with disabilities. The document concludes with a list of recommendations that PSPs can implement to enhance accessibility for customers in vulnerable positions, ensuring that they can effectively engage with electronic payment services. These recommendations are intended to complement existing legal requirements and may be revisited as needed.