Decalogue for Personalized Attention to the Elderly

1. Extension of in-person service hours covering at least from 9:00 AM to 2:00 PM for cash services. This service will be provided at the counter or through an ATM.

2. Preferential treatment for the elderly at branches, with priority in cases of high public attendance in offices.

3. Mandatory specific training for the commercial network staff on the needs of this group.

4. Preferential telephone assistance at no additional cost or direct assistance through a personal interlocutor.

5. Minimum telephone assistance hours between 9:00 AM and 6:00 PM for clients receiving services without an office.

6. Ensure adaptability, accessibility, and simplicity of the channels according to their use, providing these clients with versions in simplified language and layout.

7. Repair of out-of-service ATMs to ensure cash provision within a maximum of 2 business days, along with information on the nearest alternative ATM.

8. Offering clients actions of financial education, digital training, and fraud prevention through the most suitable channel.

9. Entities will communicate to the elderly client group the measures they adopt to inform them about the improvements made available to them.

10. Expansion of the Financial Inclusion Observatory’s scope to adequately monitor the measures adopted by entities for the personalized provision of financial services.