Supreme Court Mandates Digital Accessibility: Action Points for Banks and NBFCs
– Harshita Malik | finserv@vinodkothari.com
Introduction
On April 30, 2025, the Supreme Court of India delivered a landmark judgment in Pragya Prasun & Ors. v. Union of India, declaring digital access as an intrinsic component of the fundamental right to life under Article 21. The Court issued comprehensive directions to make digital KYC processes accessible to persons with disabilities, particularly acid attack survivors and visually impaired individuals.
This judgment fundamentally transforms how banks and NBFCs must approach customer onboarding through digital means, with immediate compliance requirements and potential legal consequences for non-adherence.
Pursuant to the directives issued by the Supreme Court, the RBI has amended the Master Direction – Know Your Customer (KYC) Direction, 2016 (‘KYC Directions’) vide Reserve Bank of India (Know Your Customer (KYC)) (2nd Amendment) Directions, 2025 (‘KYC 2nd Amendment’).
Background: The Catalyst Case
The Petitioners’ Struggle
The petitioners in these cases highlight significant barriers faced by persons with disabilities in accessing digital KYC processes. WP(C) No. 289 of 2024 involved acid attack survivors who were unable to complete digital KYC, while WP(C) No. 49 of 2025 involves a visually impaired individual facing similar difficulties. A notable incident involved Pragya Prasun, who was denied the opening of a bank account due to her inability to perform the blinking required for liveness verification. These cases are grounded in the protections afforded by the Rights of Persons with Disabilities Act, 2016, and the fundamental right to life and personal liberty under Article 21 of the Constitution.
Current KYC Barriers Identified
The Court recognized that existing digital KYC processes create obstacles for persons with disabilities:
| Barrier Type | Specific Issues | Affected Population |
| Liveness Detection | Mandatory blinking, head movements, reading displayed codes | Acid attack survivors, visually impaired |
| Screen Compatibility | Lack of screen reader support, unlabeled form fields | Visually impaired persons |
| Visual Dependencies | Selfie capture, document alignment, front/back identification | Persons with visual impairments |
| Signature Verification | Non-acceptance of thumb impressions in digital platforms | Persons unable to sign consistently |
Legal Framework and Constitutional Mandate
Supreme Court’s Key Declarations
“Digital access is no longer merely a matter of policy discretion but has become a constitutional imperative to secure a life of dignity, autonomy and equal participation in public life.”
– Justice R. Mahadevan
The Supreme Court has firmly declared that digital access is no longer just a policy choice but a constitutional necessity to ensure individuals’ dignity, autonomy, and equal participation in society. This constitutional and legal mandate is grounded in several provisions: Article 21 guarantees the right to life with dignity, requiring digital services to be accessible to everyone; Section 3 of the Rights of Persons with Disabilities (RPwD) Act, 2016, ensures equality and prohibits discrimination against persons with disabilities; Section 40 mandates that all digital platforms adhere to established accessibility standards and Section 46 sets a two-year timeline within which service providers must achieve compliance with these accessibility requirements.
Supreme Court Directives: Banks & NBFCs Action Matrix
The Supreme Court issued twenty directives in the said judgement to ensure that services are not denied based on disability and digital services are accessible to all the citizens irrespective of the impairments. Most of these are for the regulators, while a few are for regulated entities.
Following is the list of actionables arising out of the directives for banks and NBFCs:
- Undergo mandatory periodic accessibility audits by certified professional[1], may involve PwD in user testing of apps/websites (SC directive ii);
- Procure or design devices or websites / applications / software in compliance of accessibility standards for ICT Products and Services as notified by Bureau of Indian Standards. This mandate applies to a broad spectrum of digital products and services, including :
- Websites and web applications;
- Mobile apps;
- KYC/e-KYC/video-KYC modules;
- Digital documents and electronic forms; and
- Hardware touchpoints (ATMs, self-service machines). (SC directive xi)
- Cannot reject PwD applications without proper human consideration, must record reasons for rejection. Banks and NBFCs may appoint a designated officer who shall be empowered to override automated rejections and approve applications on a case-by-case basis (SC directive xvi and KYC 2nd Amendment to Para 11 of the KYC Directions).
- In the process of customer due diligence, REs can accept Aadhaar Face Authentication as valid method for Authentication ( KYC 2nd Amendment to Para 16 of the KYC Directions).
- During the V-CIP process, REs cannot rely solely on eye-blinking for liveness verification. They must ensure liveness checks do not exclude persons with special needs. For this purpose, the officials of banks or NBFCs may ask varied questions to establish the liveness of the customer (KYC 2nd Amendment to Para 18(b)(i)).
Changes to the KYC Directions
Changes have been introduced in the KYC Directions via the KYC 2nd Amendment as a result of the SC verdict, these are captured in the diagram:

Implementation Plan
Based on the Supreme Court directive in Pragya Prasun & Ors. vs Union of India and the subsequent RBI notification, here is a comprehensive stage-wise action plan for implementing digital accessibility requirements for banks and NBFCs:
Phase 1: Immediate Compliance and Assessment
Actionables for REs under phase 1 are listed below:
- Stage 1.1: Current State Assessment
- Inventory all client facing platforms like digital platforms, mobile apps, websites, and KYC systems;
- Document current accessibility barriers and non-compliant features and identify high-risk areas requiring immediate attention.
- Stage 1.2: Policy Framework Development
- Amend the KYC Policy to incorporate accessibility clauses for PwD;
- Update existing KYC Policy to incorporate paper based KYC other than video based KYC (provided such verification methods shall not result in any discomfort to the applicant); and
- Make necessary changes to internal documents and SOPs to include disability-inclusive customer service protocols.
Phase 2: Technical Foundation and Alternative Methods
Actionables for REs under phase 2 are listed below:
- Stage 2.1: Alternative KYC Methods Implementation
- Implement alternative means of liveness detection other than blinking of an eye such as:
- Gesture-based verification (beyond eye blinking);
- Facial movement detection;
- Audio-based liveness checks; or
- Any other method feasible to the RE
- Provide notices regarding the alternative methods of KYC that the RE supports/provides to PwD
- In case of biometric based e-KYC verification, accept thumb impressions or AADHAAR face authentication or any other biometric alternatives.
- In case of paper-based KYC, strengthen offline processes as accessible alternatives in such a manner that the same shall not cause any discomfort to the applicant.
- Remove mandatory blinking requirements in video KYC.
- Implement alternative means of liveness detection other than blinking of an eye such as:
- Stage 2.2: Technical Infrastructure Updates
- Ensure that all digital platforms of the RE meet the accessibility standards for ICT Products and Services as notified by Bureau of Indian Standards
- Ensure that assistive technology is integrated into the current systems such as screen reader compatibility, voice navigation, etc.
- Stage 2.3: Data Capture Enhancements
- Modify KYC templates in such a way to add disability fields(type and percentage) to be able to serve better to the applicants
- Update database to capture disability-related information (including preferred communication and customer authentication methods) for appropriate service delivery
Phase 3: Process Redesign and Human Support
Actionables for REs under phase 3 are listed below:
- Stage 3.1: Human-Assisted Channels
- Establish dedicated helpline for PwD offering step-by-step assistance in completing the KYC process through voice or video support;
- Conduct staff sensitization and disability awareness programs across all offices/branches
- Authorise/allow support from nominated guardians/family members to assist in the KYC process
- In case of persons dependent on sign languages, video calling service with certified interpreters shall be provided
- Stage 3.2: Grievance Mechanism Setup
- May develop dedicated accessibility complaints system for disability-related issues
- Ensure manual assessment of rejected KYC applications
- Establish clear timelines and accountability for redressal of grievances
- Stage 3.3: Alternative Service Delivery
- Train BCs/agents for disability-inclusive KYC assistance
- Doorstep customer authentication for severely disabled applicants, provided that such facility shall not cause any discomfort to the applicant
Phase 4: Testing and Validation
Actionables for REs under phase 4 are listed below:
- Stage 4.1: User Acceptance Testing
- May involve PwD in testing phases
- Ensure a diverse disability testing- cover visual, hearing, physical, and cognitive impairments
- Ensure testing the complete customer journey from onboarding to service access
- Document and address all accessibility issues through feedback integration
- Stage 4.2: Third-Party Validation
- Engage an IAAP certified professional for conducting the accessibility audit
- Conduct security assessment of alternative authentication methods
Phase 5: Training and Capacity Building
Actionables for REs under phase 5 are listed below:
- Stage 5.1: Staff Development Programs
- Create comprehensive training modules for disability awareness and sensitivity, alternative KYC procedures, assistive technology usage, customer service best practices, etc.
- Conduct customized programs for different staff categories and ongoing skill development
- Stage 5.2: Vendor and Partner Training
- Ensure external partners such as BCs, tech-cendors, third-party service providers, etc. understand accessibility requirements
Phase 6 : Continuous Improvement and Compliance
Actionables for REs under phase 6 are listed below:
- Define the frequency of the accessibility audit and ensure that the audit is conducted on a regular basis (as per the decided frequency)
- Submit compliance status/plan of implementation to RBI as and when required
Closing Remarks
The Supreme Court’s judgment in the Pragya Prasun case elevates digital accessibility from a moral imperative to a constitutional mandate. Banks and NBFCs must view this not as a burden but as an opportunity to transform compliance into competitive advantage by becoming an accessibility leader.
[1] List of Empanelled Web Accessibility Auditors with Department of Empowerment of Persons with Disabilities, Ministry of Social Justice & Empowerment, Govt. of India.
Read More: Resources on KYC


