New Delhi, Dec. 1 -- From wheelchair ramps to braille and audio instructions, the financial services industry has more or less been complying with demands for equal rights for people with disabilities over the years. In 2008, for instance, the banking system permitted toe impressions for people who had lost both hands.

However, a crucial blindspot remains around know-your-customer (KYC) infrastructure.

Take the case of Pragya Prasun, an acid attack victim who couldn't blink for an electronic KYC video call because of her facial burns and loss of vision in her left eye. "Bank employees said I couldn't open a bank account in my name because I couldn't blink. It is an RBI regulation for digital KYC. I reached out to ICICI Bank through thei...