PETALING JAYA, 09 December 2025 — Across Malaysia, persons with disabilities (PWD) continue to face barriers when accessing essential services. From banking halls to government counters, rigid procedures and inaccessible infrastructure often turn routine transactions into exhausting ordeals. These challenges are not only social concerns; they carry direct implications for business reputation, customer trust, and long‑term growth.
One recent case illustrates the issue clearly. Amirul Safuan Mohd Ishak, founder of Ameer Safone Ventures and the Inclusivity Academy, attempted to claim government assistance under the Skim Tunai Rahmah (STR). What should have been a straightforward process became a test of endurance.
“Last Friday, I went to Bank Simpanan Nasional to claim STR,” Amirul explained in a LinkedIn posting. “But the experience reopened old wounds: procedures and premises that fail to recognise the realities of PWD.”
Initially, Amirul’s father tried to assist on his behalf, but the request was rejected because his name was not listed as a registered heir in tax records.
“Both my parents have long been listed as dependents under me as taxpayers for 15 years without fail,” Amirul said. “Yet the system still denied us.”
Attempts to find a workaround only deepened the frustration. “On the phone, the officer suggested I sit in the car so they could meet me there,” Amirul recalled. “That was not practical. I can only lie down in the car, making it impossible to read documents or provide a fingerprint. Parking was full, and PWD spaces were misused. Even though my house is just two lanes away, the officer could not come.”
Determined to complete the process, Amirul arrived at the bank in his wheelchair, only to encounter an entrance that was physically inaccessible and procedures that remained rigid. Drawing on his own background in banking, he recalled occasions when he had personally visited stroke patients at home to help them manage their accounts. For him, the contrast was stark: procedures should never be applied so rigidly that they overlook basic humanity.
After waiting in the heat, the transaction was eventually completed in less than two minutes. “Although an apology was offered, the damage was done.”
His experience underscores a wider truth: when systems overlook accessibility, they erode dignity and exclude a significant segment of society from full participation in the economy. For businesses, this is more than a compliance issue. Accessibility is a strategic advantage. Inclusive design in customer experience builds loyalty, strengthens reputation, and opens new market opportunities.
Amirul’s questions resonate far beyond his personal ordeal:
- “Are PWDs not entitled to equal access in practice, not just on paper?”;
- “Must we raise our voices every time for rights that should already exist in an inclusive system?” or
- “Are we still treated as marginalised participants in the economy?”
For financial institutions, the lesson is clear. Accessibility cannot be treated as an afterthought. It must be embedded into every touchpoint, from physical infrastructure to digital platforms, from frontline staff training to leadership priorities. As Amirul put it: “Inclusivity is not a slogan; it must be translated into SOPs, staff training, premises design, and a consistent culture.”
Malaysia’s PWD community represents a significant segment of society. When barriers persist, businesses risk alienating customers and undermining their own competitiveness. Conversely, when organisations embed accessibility into their operations, they not only uphold human dignity but also unlock long‑term value.
The call to action is urgent. Institutions must move beyond symbolic gestures and ensure that inclusivity is built into systems and culture. Regulators, too, have a role to play.
As Amirul noted, “I hope this opens space for discussion on truly inclusive financial access for all.”
For The Ledger Asia readership: business leaders, policymakers, and entrepreneurs, the message is clear: inclusive access is not charity, it is strategy. Companies that embrace accessibility will not only serve their communities better but also strengthen their own resilience in a competitive marketplace.
