金融一线｜9家银行网点实测：为特殊人群上门服务难不难

Core Viewpoint - The recent news about an elderly person being required to withdraw money in person before passing away has sparked widespread social concern regarding whether banks should provide home service for special customer groups [2][5] Group 1: Home Service Availability - Most banks in Guangzhou have established mechanisms to provide home service for special groups, although some foreign banks have not yet opened this service [2][4] - Customers can directly call to make appointments for home service without needing to use an app, and banks generally follow a local proximity principle to match nearby branches for service [2][3] Group 2: Service Process and Limitations - The home service process primarily involves identity verification and authorization, requiring the elderly to have clear cognitive abilities and provide identification for themselves and the authorized person [3][4] - Some banks may only complete initial verification at home, requiring family members to visit the branch for subsequent processes, while a few banks equipped with mobile devices can complete the entire process at home [4][6] Group 3: Regulatory and Legal Context - Previous policy documents have emphasized the need for financial institutions to provide home services for elderly individuals, particularly those who are immobile or hospitalized [5][6] - Legal experts indicate that while banks are encouraged to offer home services, there is no mandatory requirement, and refusal of service must be justified [6][7] Group 4: Industry Recommendations - Industry insiders suggest that banks should enhance their services for the elderly by improving accessibility at physical branches and implementing flexible service options such as remote video verification and proxy services [7][8] - Recommendations include establishing "green channels" for elderly customers and improving the physical layout of branches to accommodate their needs [8][9]