ICICI Bank’s Digital Platforms not accessible to Visually Impaired People, Court seeks Reply from Bank

The Delhi High Court has recently issued a notice to ICICI Bank after receiving a complaint that the bank’s digital platforms are not accessible to visually impaired people. The case was heard by Justice Vikas Mahajan, who has asked the bank to respond to the allegations.

The case was filed by Anchal Bhatheja and Rahul Jain, both of whom are visually impaired. They argued that ICICI Bank’s digital services—including its Mobile Pay app, website, and InstaBIZ platform—do not follow the rules for digital accessibility, which are meant to ensure equal access for persons with disabilities.

They said the bank’s platforms:

• Do not work properly with screen readers, which visually impaired users rely on to use smartphones or computers.
• Have buttons and login fields without proper labels, making it impossible for screen readers to guide users.
• Make simple tasks like adding a payee or completing a transaction extremely difficult.
• Use features like grid-based two-factor authentication or swipe-to-pay prompts that are not usable with assistive technologies.

Because of these problems, users with disabilities are forced to take help from others, which violates their privacy, independence, and dignity.

Violations of Law and Fundamental Rights

The petitioners argued that the inaccessibility of ICICI Bank’s digital platforms:

• Violates their fundamental rights under Articles 14 (equality), 19 (freedom), and 21 (right to life and dignity) of the Indian Constitution.
• Goes against a Supreme Court ruling in the case of Pragya Prasun v Union of India, which clearly stated that digital accessibility is part of the right to life under Article 21.
• Does not comply with the Rights of Persons with Disabilities (RPwD) Act, 2016, which makes it mandatory for all service providers to ensure full accessibility within two years from the notification of the rules.

The deadline for meeting these rules expired on 10 May 2025, meaning ICICI Bank is now legally non-compliant.

The Delhi High Court has taken the matter seriously and has asked ICICI Bank to give an explanation. The case is being presented by advocates Afreen Gauri and Sarah, who are representing the petitioners.

This case highlights the ongoing challenges faced by persons with disabilities when using digital services and may lead to stricter enforcement of accessibility laws in the banking sector. Let’s see how this case unfolds and what decision will be taken by court and how banks will enhance their technology.