AUSTRALIAN BANKERS’ ASSOCIATION
|
David Bell Chief Executive Officer |
Level 3, 56 Pitt Street Sydney NSW 2000 Telephone: (02) 8298 0401 Facsimile: (02) 8298 0447 |
Australian Bankers’ Association Industry
Standard
The attached Industry
Standard is today released for adoption by members of the ABA and other
financial institutions.
The Standard has been developed for improvement of accessibility of electronic banking services. The Australian Bankers’ Association and its members are working together with the community to improve accessibility and are contributing to efforts to narrow the digital divide.
Under the leadership of the ABA, representatives from the banks, other financial institutions, community groups and retailers have developed Industry Standards for:
· Electronic Funds Transfer at the Point of Sale (EFTPOS);
· Automated Telephone Banking;
· Internet Banking;
· Automatic Teller Machines (ATMs).
Our industry is committed to developing industry-wide best practice standards and protocols for voluntary adoption by the banks. Banks can use these standards to develop their own action plans.
The ABA is lodging a new Disability Action Plan with the Human Rights and Equal Opportunity Commission, with objectives essentially concerned with supporting and reviewing the implementation of the Industry Standards. Review and revision processes, and monitoring and reporting issues are also addressed in the Plan.
All Industry Standards can be found at:
· ABA website: www.bankers.asn.au
· HREOC website: www.hreoc.gov.au
Copies of the Standards are also available from the ABA, including alternate formats eg braille and large print. Telephone ABA on (02) 8298 0417.
Any comments on the Standards should be sent to reception@bankers.asn.au or posted to Australian Bankers’ Association, Level 3, 56 Pitt St, Sydney 2000.
Yours sincerely
______________________________
David Bell
AUSTRALIAN BANKERS’ ASSOCIATION
|
|
Level 3, 56 Pitt Street Sydney NSW 2000 Telephone: (02) 8298 0401 Facsimile: (02) 8298 0447 |
Industry Standard
Electronic Funds Transfer at Point of Sale (EFTPOS)
The Australian Banking Industry lodged an Industry Action Plan with the Human Rights and Equal Opportunity Commission (HREOC) on 30 April 2001. The stated aim of the plan was to contribute to the process of eliminating the ‘Digital Divide’ by implementing the recommendations in the HREOC report, “Accessibility of Electronic Commerce and New Service and Information Technologies for Older Australians and People with a Disability”, principally through the development of industry best practice standards and guidelines.
This document addresses EFTPOS technologies and provides a set of standards for their design, deployment and operation.
This Standard has been developed by a Working Group comprising financial services industry and community representatives, and has been subject to an extensive community consultation process.
The Standard was funded and developed under the sponsorship
of the Australian Bankers’ Association (ABA).
The ABA appreciates and acknowledges the input and assistance provided
by the Human Rights and Equal Opportunity Commission (HREOC), financial
institutions, Working Group members and organisations of and for older
Australians and people with disabilities.
In formulating these guidelines, the EFTPOS Working Group has sought to incorporate the best information and guidance from available sources, as well as new research.
So far as the Working Group can determine, neither in Australia nor elsewhere in the world, is there a standard or officially recognised set of guidelines dealing specifically with access for people with disabilities to EFTPOS terminals. In formulating these guidelines, the Working Group has sought to incorporate the best information and guidance from available sources, as well as new research.
John Gill at the UK’s Royal National Institute for the Blind has written extensively about accessibility. The following two documents were particularly helpful in developing this Industry Standard:
· Access Prohibited? Information for Designers of Public Access Terminals
· The use of electronic purses by people with a disability: What are the Needs? http://www.tiresias.org/epurse/index.htm
Material from the Nordic Committee on Disability’s document, “Telephones for All” has also been helpful in developing this document.
Through close review of the US Public Law 508 rules (published December 2000) and various documents from the University of Wisconsin Trace Research and Development Center, other requirements have been identified.
ISO 1000 – 1998 The international system of units (SI) and its application, and AS 2805.3 Electronic funds transfer-Requirements for interfaces - PIN management and security are cited in the document.
Accessible E-Commerce in Australia: A discussion paper about the effects of electronic commerce developments on people with disabilities. (1999), Blind Citizens Australia http://www.bca.org.au/ecrep.htm
This document is based in part on the local and international research on best practice in the design, deployment and operation of EFTPOS solutions which was available at the time of publication. Future versions of the document will endeavour to incorporate the latest research.
As material in this document was both developed by the Working Group and drawn from a number of other sources, it must not be cited or reproduced in any form or by any means without permission from the ABA. It may however be referred to in tenders, requests for expressions of interest and requests for proposals without permission, where interested organisations are seeking to adopt its requirements.
There are many liability and other legal issues relating to matters covered in this Standard, the resolution of which falls outside the scope of the document. These include:
· Conditions of use (eg, proxy relationships, determinations of breaches)
· PIN entry (eg, inability to enter PIN, PIN replacing signature)
· PIN disclosure
· Handing over card to another party (eg, family member or shop staff)
· Physical signatures (eg, inability to sign)
· Electronic signatures
· Disclosure of user IDs and passwords
· Strategies for avoidance of fraud
· Compliance with Commonwealth Electronic Transactions Act
· Compliance with the Commonwealth Privacy Act 1988 (which incorporates the amendments made to it by the Privacy Amendment (Private Sector) Act 2000)
· Environmental, occupational health and safety issues not pertaining to the technology.
Although the intended primary application of this Standard is stated in its Scope (see below, Section 9), it is important to note
that it remains the responsibility
of the users of the Standard to judge its suitability for their particular
purpose.
The Standard ought not be relied upon as a substitute for professional advice in complying with the law, and should be implemented only after relevant professional advice has been obtained.
The Australian Bankers’ Association, the Human Rights and Equal Opportunity Commission, and all other parties associated with the publication of this document, have made every effort to ensure the accuracy of information, but accept no responsibility for any loss or damage occasioned by any party in its seeking to implement any provision of the Standard.
The Commonwealth Disability Discrimination Act 1992 (DDA) makes it unlawful to discriminate against a person on the grounds of a disability. The objects of the DDA include eliminating, as far as possible, discrimination against people with disabilities and promoting recognition and acceptance within the community that people with disabilities have the same fundamental rights as the rest of the community.
The DDA uses a broad definition of “disability” that includes:
The law is administered by the Human Rights and Equal Opportunity Commission (HREOC) and sets out specific areas in which it is unlawful to discriminate. These areas include accommodation, employment, access to premises, and the provision of goods, services and facilities. The definition of ‘services’ in the DDA includes financial and information services provided, for example, through websites, telephones, ATMs and EFTPOS sites. An organisation that provides such services is liable for complaint if those services are not accessible to people with disabilities.
The DDA recognises, however, that in certain circumstances, providing equitable access for people with disabilities could cause ‘unjustifiable hardship’ for an individual or organisation providing goods or services.
Where a person with a disability believes they have been
discriminated against they can complain to the Commission who will investigate
the complaint and, where appropriate, attempt to conciliate a solution between
the two parties. Where conciliation is not possible the complainant may take
their complaint to the Federal Court or Federal
Magistrates Service who have the authority to determine whether unlawful
discrimination has occurred and what constitutes
‘unjustifiable hardship’.
The Commission also has a role in assisting organisations understand their responsibilities and supporting initiatives aimed at promoting compliance through best practice. While these Industry Standards have no force in law the Commission has supported their development in the hope that they will provide a level of access consistent with the requirements of the DDA.
This document is an Industry Standard: a set of standards and guidelines for the design, deployment and use of EFTPOS solutions in the financial services industry. The adoption of Industry Standards is voluntary.
This Standard does not have the force of law, and adopting the Standard does not guarantee fulfilment of legal responsibilities under the DDA, nor does it remove from any institution their obligation to comply with the requirements of that Act or any other relevant legislation.
The Standard has been developed in consultation with interested parties, including the Human Rights and Equal Opportunity Commission (HREOC), with the objective of describing best practice in accessibility consistent with the DDA. An organisation choosing to adopt the Standard may therefore have some confidence that they are implementing requirements which have evolved from community consultation with interested parties, and that adoption of the Standard will carry some weight as a defence against a complaint lodged under the DDA.
It is expected that banks and other financial institutions deciding to adopt this Standard will develop and lodge with HREOC Disability Action Plans which rely in large part on this and other Industry Standards.
A financial institution may also seek protection from complaint under the DDA during implementation of the Industry Standard by lodging a temporary exemption application with HREOC on the basis of its commitment.
Where a financial institution commits to implementing the Industry Standard through an action plan, any individual or group may monitor implementation. Any individual or group covered by the DDA retains the right to lodge complaints with HREOC for perceived breaches of the DDA.
Institutions should also refer to any relevant Australian and Australia/New Zealand Standards.
For the purpose of this
Industry Standard, the following definitions apply:
Dip Reader – a type of
non-motorised card reader into which a magnetic stripe or contact card can be
inserted and withdrawn. This type of
card reader is contrasted with swipe readers.
Disability – the use of this term in the Standard relies on the DDA definition which, as noted above includes:
·
The presence in the body of disease-causing organisms.
EFTPOS - Electronic
Funds Transfer at Point Of Sale. EFTPOS
allows funds to be directly transferred from a cardholder's bank account to the
retailer. In order to conduct an EFTPOS
transaction the cardholder's magnetic stripe card is swiped in an EFTPOS
terminal. Cardholder authentication
occurs by signature or Personal Identification Number (PIN).
EFTPOS deployer – an
organisation which installs and operates EFTPOS terminals, for example, a
financial institution or retailer.
EFTPOS terminal - an
electronic terminal permitting a cardholder to complete financial transactions
through the use of a debit, credit or other approved card.
Feedback - information supplied by the system to indicate that user actions have had their intended effects. Typically, feedback consists of a prompt indicating that an action has had its intended effect, but feedback also includes error indications and tones.
Informative - the term
`informative' has been used in this Industry Standard to define the application
of the appendix to which it applies. An `informative' appendix is only for
information and guidance.
HREOC - Human Rights and
Equal Opportunity Commission - The Australian Human Rights and Equal
Opportunity Commission administers federal legislation in the area of human
rights, anti-discrimination, social justice and privacy. This includes
complaint-handling, public inquiries, policy development and education and training.
Magstripe Card or
Magnetic Stripe Card - the credit and debit cards which are in common use in
Australia for EFTPOS, Automatic Teller Machine (ATM) and branch banking
transactions.
May – indicates the relative importance of a
requirement. “Mays” follow “shoulds” in importance in this Standard,
and carry a priority rating of “3” in the specification checklist in Section 12
of this document.
Menu - the presentation
to the user of a list of possible actions. A menu typically comprises a set of
prompts each describing an available function and the user action necessary to
invoke that function.
People of non-English
speaking background (NESB) – Anyone for whom English is not their first spoken
or written language.
Plain English – language
that is written as clearly and simply as is appropriate for the content. Clear
and simple writing will aid all users, especially those with cognitive,
learning, and/or reading disabilities. This should not discourage the writer
from expressing complex or technical ideas. Using clear and simple English also
benefits people whose first language is not English, including those people who
communicate primarily in sign language.
Shall – indicates the relative importance of a requirement. “Shalls” are of the highest importance in this Standard, and carry a priority rating of “1” in the specification checklist in Section 12 of this document.
Should – indicates the relative importance of a
requirement. “Shoulds” follow “shalls”
in importance in this Standard, and carry a priority rating of “2” in the
specification checklist in Section 12 of this document.
Swipe reader – a card
reader for magnetic stripe cards that requires the card to be held by the user
and slid (swiped) past the reader. Swipe readers can be horizontal or vertical,
and can allow swiping in only one, or two directions. The majority of EFTPOS
terminals employ swipe readers.
User Interface - the term used to describe the methods by which people and technology interact. User interface includes the output and input formats that programs generate and recognise. Depending on the user interface design of equipment, devices and software can be easy, difficult or even impossible for various groups of people with disabilities to access.
This Industry Standard
is intended for use by manufacturers, suppliers, designers and users of EFTPOS
solutions. Although its primary
application is for financial institutions deploying EFTPOS solutions, it is
strongly recommended that manufacturers, suppliers and designers work closely
with their customers in providing advice and guidance on adoption of the
Standard.
The Standard specifies requirements, guidelines, recommendations and suggestions for EFTPOS solutions and is concerned with those elements of EFTPOS solutions which are directly used by a customer, or which could be used by a customer.
The guidelines are applicable to both fixed line EFTPOS terminals (connected to the PSTN) and mobile EFTPOS terminals (wireless connection).
Equipment exclusively operated by a retailer, such as scales, counters, and cash registers is not included in the scope of this document.
As a general rule EFTPOS equipment should be designed in accordance with good human factors principles. This Standard describes only those features which are especially important to older Australians and people with disabilities.
It is acknowledged that there is a trend for EFTPOS terminals to move to an integrated device configuration, with diminishing physical dimensions. In some instances this may limit the extent to which additional functionality can be implemented.
Nothing in this document
is intended to prevent the use of designs or technologies as alternatives to
those prescribed below provided they result in substantially equivalent or
greater access to and use of a product for older Australians and people with
disabilities.
There are instances in this document where a requirement is expressed as a performance objective rather than as an exact technical specification. In many cases this is because it is the most appropriate way to express the requirement. In the remainder, it is because no suitable published or de facto standard has been identified nor has any credible research been uncovered which would support the determination of a specification. In these instances, the ABA will wait for a suitable standard to emerge or adequate research to become available before adding a specification to this document.
Throughout this Standard the International System (SI) of units and symbols is used in accordance with ISO 1000.
The wording of requirements as “shall”, “should” or “may” clauses indicates the relative importance of each requirement.
In most cases, it is not possible or desirable to dictate actual weights and measures in this section, and a balance of performance characteristics needs to be determined by the manufacturer and the EFTPOS deployer.
It is acknowledged that in many cases, EFTPOS terminals are owned by retailers. In such cases, where the EFTPOS deployer is not the retailer concerned, the deployer shall use reasonable endeavours in ensuring that the requirements of this Standard are met.
During design, and prior to implementation, it is strongly recommended that users with a range of capabilities and limitations be engaged to trial the EFTPOS terminal and provide feedback.
There are significant benefits to consulting with users from the beginning of the project (for example through focus groups at the initial planning stages) and at key stages within the project. Feedback from users can then be incorporated into the business/user requirements that create a framework for the development of technical and design specifications. This helps minimise accessibility problems after implementation.
It is also important that accessibility considerations are understood prior to testing for wider usability. Decisions concerning accessibility are unlikely to adversely affect overall usability (in fact they often enhance usability for all customers). However, if changes are made for accessibility then the revised design will need to be tested again for general acceptance.
It is acknowledged that in many cases, EFTPOS deployers do not have control over the environment in which the terminals are installed. The deployer shall use reasonable endeavours in liaising and negotiating with the other parties involved in the installation to ensure that the installation meets the requirements of this Standard and any relevant legislation.
In order to assist the widest possible range of users, and where there is no conflict with merchant conditions of use or security requirements, the EFTPOS terminal should be able to be operated in at least two of the following ways:
(a) held easily in one hand;
(b) operated on a shop counter surface; or
(c) operated while in a mounting bracket.
The height of the mounting bracket may make access difficult for some users, and it shall be possible for a staff member to relocate the EFTPOS terminal if necessary, so that it is in comfortable reach of the user.
Controls and keys shall be operable with one hand and shall not require tight grasping, pinching, or twisting of the wrist.
The EFTPOS terminal should not be too heavy, but should have a good centre of gravity for people who can’t get a firm grip on the terminal.
While the EFTPOS terminal should be small enough to hold, the size of keys and the size of the screen should not be compromised.
Touch operated controls should not be used on EFTPOS terminal equipment because of the various problems they cause for people who are blind or who have physical disabilities.
All users of EFTPOS terminals will benefit from consistency in layout and operation. Examples where consistency is important include:
· Keypad layout
· PIN entry procedure
· The order of steps for a purchase
Experience has shown that
consistent and predictable human interfaces benefit users. The benefits can
include faster learning, greater productivity, fewer errors and greater
satisfaction.
Consistent interfaces also benefit the industry by promoting greater acceptance of products and services.
All text-based information shall be in plain English, and available in accessible formats.
The deployer may wish to consider the feasibility of implementation of settings profiles for a user, so that preferred settings such as font style and size, audio settings and other parameters are linked to an account or user identification number.
It should be possible for a person with reduced vision to determine the correct card orientation through clear and high contrast symbols or instructions.
It should be possible for a person who is blind to determine the correct card orientation, for example through the use of tactile markings.
The terminal should provide feedback by audible tones on successful and/or unsuccessful reading of the card insertion or swiping.
For all card readers, there should be a funnel or bevelled opening to guide the card into the reader.
If the device uses a dip reader, then at least 25 mm of card should be exposed to enable removal from the device, and the force required to remove the card should be less than 22 N.
If the card reader on the EFTPOS terminal is a dip reader on the top of the keypad, then when the front of the keypad is facing the user, the insertion of the card should be with the embossed writing on the card oriented to the right side.
If the card reader is a dip reader with the card slot on the bottom of the keypad, card insertion should be with the embossed writing on the card oriented to the left side.
Note: This ensures card orientation consistency with similar card readers installed on other devices (such as ATMs).
If the card needs to be swiped, it should be clear which direction of swiping is required.
If the card reader is of the swipe variety and vertical towards the user, the magnetic stripe orientation should be down and towards the centre of the machine.
If the orientation of card swiping is horizontal, then swiping should be possible in both directions, with the stripe oriented towards the centre of the machine.
It is very
important for people with a vision impairment that the display characters are
easy to read. The characters should be large enough, correctly proportioned,
and there should be a strong contrast between character and background.
In addition,
when the device is mounted in a bracket, the display should be tilted correctly
to make it easy to read and to avoid any reflection of light.
The viewing
angle should allow people of different heights to read the display.
Display
characters should average 16 points in font size and should be in bold
typeface, with high contrast (for example, 30% luminance contrast) between
characters and the background. Dark
print on a light background is preferred.
For the tops of numeric keys, the key size should be a minimum of 70 square millimetres.
Adequate key
separation is important, both between keys of a particular type and between
groups of keys.
Spacing
should be approximately 5.6 – 7.5 mm between each key in a key group.
The space
between each key group should be larger than the space between each key in a
key group.
The keys of
each individual key group should have a different shape and size from the keys
in other groups.
Keypads shall conform to the telephone layout convention (1, 2 and 3 keys on the top row, 5 in the centre of the numeric keys), with a raised ‘pip’ on the 5 key, and should have the following properties:
(a) physical buttons which can be pressed;
(b) auditory and tactile confirmation of a button press;
(c) tactile differentiation of the number keys and the other function keys – such as selection of account, OK and the like;
(d) function keys beneath the numeric keys, in order from the left, Cancel, Clear/Correction (if used), OK/Enter. If the function keys are to the right of the numeric keys, they should be in order from the top, Cancel, Clear/Correction (if used), OK/Enter;
(e) coloured function keys, with Cancel in red, Clear/Correction (if used) in yellow and OK/Enter in green.
(f) the account selection keys, Savings, Cheque and Credit should be above the keypad and if there is sufficient space for braille or tactile marking they should be marked with S, Q and C, respectively.
Note: Tactile indication can be provided by a gradual increase in the force, followed by a sharp decrease in the force required to actuate the key, and a subsequent increase in force beyond this point of cushioning.
The pressure required for key activation should be sufficient to avoid accidental triggering, but not so great that a person with reduced strength and movement would have difficulty in achieving activation.
If key repeat is supported, the delay before repeat should be adjustable to at least 2 seconds. Key repeat rate should be adjustable to 2 seconds per character.
The feasibility of speech output on EFTPOS terminals should be considered.
Where available, the audio interface shall be provided through a standard 3.5 mm stereo audio mini jack that:
(a) is operable with one hand;
(b) has a socket that is easily discernible by tactile means, for example, a raised ridge surround with a funnel shape.
When provided, audio scripts shall be in plain English.
A volume adjustment facility should be provided for the user if audio output is available.
Note: If audio feedback is provided, consideration needs to be given to the volume of tones and/or speech so as to minimise distraction to retail staff or loss of customer privacy.
Audio output should provide for error tone generation (where error tones are distinguishable from other outputs).
Specifications for receipts will be included in a later version of this document. Printers should be regularly checked to maintain high quality output.
New privacy legislation came into effect in Australia in December 2001. Security provisions will be added to this document to incorporate any new requirements.
An accreditation standard for merchants may be included in a later version of this document.
Notes
1. The first column in the table below, “Requirements”, reproduces the headings (level H2, H3 and H4) in Section 11 above.
2. The second column, “Specifications”, reproduces the specifications stated in the text of Section 11.
3. Column 3, “Application”, indicates whether the requirement/specification applies to all equipment, services or installations (A) or only to programmes for new or substantially upgraded equipment, services or installations (N)
4. Column 4, “Priority Level”, gives the implementation priority of the requirement/specification, as expressed in the Requirements section above. Level 1 corresponds to “shall”, Level 2 corresponds to “should”, and Level 3 corresponds to “may”.
5. Column 5, “Achieved” is left blank to allow the user of the Standard to insert Y(yes), N(no) or NA(not applicable).
|
Requirements |
Specifications |
Application (A,N) |
Priority Level (1,2,3) |
Achieved (Y,N,NA) |
|
11. Requirements |
1. It is acknowledged that in many cases, EFTPOS terminals are owned by retailers. In such cases, where the EFTPOS deployer is not the retailer concerned, the deployer shall use reasonable endeavours in ensuring that the requirements of this Standard are met. |
N |
1 |
|
|
11.1 Access and
Location |
1. The terminal should be able to be operated in at least two of the following ways: (a) held easily in one hand; (b) operated on a shop counter surface; or (c) operated while in a mounting bracket. |
A |
2 |
|
|
|
2. It shall be possible for a staff member to relocate the terminal if necessary, so that it is in comfortable reach of the user. |
A |
1 |
|
|
11.2 Location and Layout
of Operating Features |
1. Controls and keys shall be operable with one hand and shall not require tight grasping, pinching, or twisting of the wrist. |
A |
1 |
|
|
|
2. The EFTPOS terminal should not be too heavy, but should have a good centre of gravity for people who can’t get a firm grip on the terminal. |
A |
2 |
|
|
|
3. While the EFTPOS terminal should be small enough to hold, the size of keys and the size of the screen should not be compromised. |
A |
2 |
|
|
|
4. Touch operated controls should not be used on EFTPOS terminal equipment because of the various problems they cause for people who are blind or who have physical disabilities. |
A |
2 |
|
|
|
5. All users of EFTPOS terminals will benefit from consistency in layout and operation. Examples where consistency is important include: · Keypad layout · PIN entry procedure · The order of steps for a purchase |
N |
3 |
|
|
11.3 Operating Instructions |
1. All text-based information shall be in plain English, and available in accessible formats. |
A |
1 |
|
|
|
2. The deployer may wish to consider the feasibility of implementation of settings profiles for a user, so that preferred settings such as font style and size, audio settings and other parameters are linked to an account or user identification number. |
N |
3 |
|
11.4 Card Swiping, Insertion and Withdrawal |
1. It should be possible for a person with reduced vision to determine the correct card orientation through clear and high contrast symbols or instructions. |
A |
2 |
|
|
|
2. It should be possible for a person who is blind to determine the correct card orientation, for example through the use of tactile markings. |
A |
2 |
|
|
|
3. The terminal should provide feedback by audible tones on successful and/or unsuccessful reading of the card insertion or swiping. |
A |
2 |
|
|
|
4. For all card readers, there should be a funnel or bevelled opening to guide the card into the reader. |
A |
2 |
|
|
11.4.1 Dip/Insert Card Readers |
1. If the device uses a dip reader, then at least 25 mm of card should be exposed to enable removal from the device, and the force required to remove the card should be less than 22 N. |
A |
2 |
|
|
|
2. If the card reader on the EFTPOS terminal is a dip reader on the top of the keypad, then when the front of the keypad is facing the user, the insertion of the card should be with the embossed writing on the card oriented to the right side. |
A |
2 |
|
|
|
3. If the card reader is a dip reader with the card slot on the bottom of the keypad, the insertion of the card should be with the embossed writing on the card oriented to the left side. |
A |
2 |
|
|
11.4.2 Swipe Card Readers |
1. If the card needs to be swiped, it should be clear which direction of swiping is required. |
A |
2 |
|
|
|
2. If the card reader is of the swipe variety and vertical towards the user, the magnetic stripe orientation should be down and towards the centre of the machine. |
A |
2 |
|
|
|
3. With vertical swiping, if only one direction of swipe is possible, the swipe direction shall be towards the user. |
A |
1 |
|
|
|
4. If the orientation of swiping is horizontal, then swiping should be possible in both directions, with the stripe orientation towards the centre of the machine. |
A |
2 |
|
|
11.5 Display |
1. The characters should be large enough, correctly proportioned, and there should be a strong contrast between character and background. |
A |
2 |
|
|
|
2. When the device is mounted in a bracket, the display should be tilted correctly to make it easy to read and to avoid any reflection of light. |
A |
2 |
|
|
|
3. The viewing angle should allow people of different heights to read the display. |
A |
2 |
|
|
|
4. Display characters should be at least 9 mm high and should be in bold typeface, with high contrast (for example, 30% luminance contrast) between characters and the background. |
A |
2 |
|
|
|
5. Dark print on light background is preferred. |
A |
2 |
|
|
11.6 Keypad |
1. For the tops of numeric keys, the minimum key size should be a minimum of 70 square millimetres. |
A |
2 |
|
|
|
2. Spacing should be approximately 5.6 – 7.5 mm between each key in a key group. |
A |
2 |
|
|
|
3. The space between each key group should be larger than the space between each key of a certain key group. |
A |
2 |
|
|
|
4. The keys of each individual key group should have a different shape and size from the keys in other groups. |
A |
2 |
|
|
|
5. Keypads shall conform to the telephone layout convention (1, 2 and 3 keys on the top row, 5 in the centre of the numeric keys), with a raised ‘pip’ on the 5 key. |
A |
1 |
|
|
6. Keypads should have the following properties: (a) physical buttons which can be pressed; (b) auditory and tactile confirmation of a button press; (c) tactile differentiation of the number keys and the other function keys – such as selection of account, OK and the like; (d) function keys beneath the numeric keys, in order from the left, Cancel, Clear/Correction (if used), OK/Enter. If the function keys are to the right of the numeric keys, they should be in order from the top, Cancel, Clear/Correction (if used), OK/Enter; (e) coloured function keys, with Cancel in red, Clear/Correction (if used) in yellow and OK/Enter in green. (f) the account selection keys, Savings, Cheque and Credit should be above the keypad and if there is sufficient space for braille or tactile marking they should be marked with S, Q and C, respectively. |
A |
2 |
|
|
|
|
7. The pressure required for key activation should be sufficient to avoid accidental triggering, but not so great that a person with reduced strength and movement would have difficulty in achieving activation. |
A |
2 |
|
|
|
8. If key repeat is supported, the delay before repeat should be adjustable to at least 2 seconds. |
A |
2 |
|
|
|
9. Key repeat rate should be adjustable to 2 seconds per character. |
A |
2 |
|
|
11.7 Outputs |
1. The feasibility of speech output on EFTPOS terminals should be considered. |
N |
3 |
|
|
|
2. Where available, the audio interface shall be provided through a standard 3.5 mm stereo audio mini jack that: (a) is operable with one hand; (b) has a socket that is easily discernible by tactile means, for example, a raised ridge surround with a funnel shape. |
N |
1 |
|
|
|
2. When provided, audio scripts shall be in plain English. |
N |
1 |
|
|
|
3. A volume adjustment facility should be provided for the user if audio output is an option. |
N |
2 |
|
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4. Audio output should provide for error tone generation (where error tones are distinguishable from other outputs). |
N |
2 |
|
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5. Printers should be regularly checked to maintain high quality output. |
A |
2 |
|
Other documents may
supersede this document. The latest status of this document series is
maintained at the ABA.
It is the intention of the Working Group to continue to work
with service providers and manufacturers to further improve the accessibility
of EFTPOS solutions. The Working
Group will continue to keep the Standard current and technically valid in so
far as is practicable and, as a minimum, will review the Standard annually.
A detailed list of changes to this document will be maintained
at the ABA.
This `informative'
appendix only contains additional information and guidance. It in no way
indicates requirements to be met by those choosing to adopt this Standard.
Types of disability that
are among the most common and relevant to EFTPOS design, deployment and
operation are described in this appendix.
According to the
Australian Bureau of Statistics (ABS) 18.4 per cent of the Australian
population can be categorised as having a disability. An even larger proportion
is older and, while not defined as disabled, may have general reduced ability
associated with age. Some hidden disabilities (such as heart impairment,
breathing difficulties and psychological dysfunction, including stress) can
make it difficult for people to cope with electronic banking services.
Problems that arise are
mainly concerned with getting about, gaining access to buildings and transport,
using products and equipment and carrying out the activities of daily life. Such
difficulties are also faced by people who experience temporary or event-related
access challenges: those who are temporarily ill or impaired, pregnant women,
parents accompanied by children, and people of short and tall stature. If EFTPOS solutions are not designed and
deployed in a way that addresses their characteristics and capabilities they
are disadvantaged.
People who are blind
have a total or near-total loss of vision. They rely more heavily on
information from other senses.
Colours should never be
used alone to indicate vital functions, but always in addition to other modes
of information such as the location and shape of the keys. All colours should transform into clearly
discernible grey-tones on the monochrome grey-scale.
For some people who are
blind it is an advantage if the directions for use are available on audio tape,
CD, online or in braille.
For users who have
reduced vision, on-screen and printed information should be available in large
print format.
Hearing impairment
usually affects only part of the range of auditory frequencies. In some cases
it affects the whole range. The higher frequencies are usually lost first with
age.
Deaf people have little
or no hearing and are much more reliant on visual cues and information. They may use Sign Language with English as
their second language.
For people who are deaf
or hearing impaired, written and spoken information should be in plain English.
Reduced function in the
lower limbs - due to disease, accidents or age - often leads to poor mobility.
Poor mobility can result in people having to use wheelchairs, and steps or
uneven surfaces create difficulties.
Reduced function in the
upper limbs, as a result of reduced strength or coordination, can make the
operation of keys, knobs, handles and everyday utensils extremely difficult.
Unless carefully designed, electronic devices are difficult or impossible to
use by people with poor dexterity or grip.
For people with
uncoordinated arm movements it is important that the keys on the keypad are
sufficiently large so that it is easy to press the right keys. It is also
important that keys on the keypad are well spaced in order to avoid pressing
two keys at the same time.
For people with
coordination difficulties of the arms and hands it is a problem if keys are
activated too easily. If only little pressure is required, it is easy to
activate keys by mistake. However,
people with reduced strength in their arms and hands may find it difficult to
activate keys if too much pressure is needed.
Almost all manual tasks
involve an element of reaching and stretching. People with musculoskeletal
disorders such as arthritis have difficulty reaching and stretching. The extent
of effective reach is often determined by the amount of force to be applied by
the hand and the posture that is adopted.
If the tops of the keys
have a convex curvature or shiny surface, people using a headstick or
mouthstick and other people who have motor impairments may have difficulty
activating the keys as the fingers/stick tend to slip off easily.
Headstick and mouthstick
users, and people who can use only one hand, are unable to press more than one
key at a time. Consequently, it must not be necessary to press two keys
simultaneously in order to activate any features and facilities.
People with cognitive disabilities
sometimes have poor memory, poor processing time or difficulty with complex
messages. If instructions and assistance are given in an appropriate way,
compensation for cognitive impairment can often be achieved.
The use of different
colours greatly helps older people and people with learning difficulties to
familiarise themselves with the layout of the machine.
Speech disabilities
create most difficulty in unfamiliar surroundings. Pronunciation difficulties,
fluency or loudness are the most common manifestations. These may be a problem
where speech-input technologies or devices are used.
Older Australians may have any (or none) of the impairments described above.
From a vision standpoint the process of ageing can result in:
· Decrease in visual acuity: Many 60-year-olds require three times as much light as 20-year-olds to see an object.
· Reduced powers of accommodation: The older eye loses its ability to focus on near objects. The average distance of near point accommodation is 8 cm at age 16 and 100 cm at age 60.
· Decrease in contrast sensitivity: From age 20 to age 80 there is a progressive decrease in the ability to distinguish gradations of visual contrast so that greater contrast between information and background is needed to see an object, with the main decline beginning around age 40 or 50.
· Increased sensitivity to glare: The vision of individuals over 40 is more impaired by glare than is the vision of younger individuals.
· Longer dark adaptation times: It takes longer for an older person to become accustomed to seeing in a dark environment after coming from a bright environment.
· Decline of colour vision and discrimination: Colour vision and discrimination improves until age 30, then gradually declines from the ages of 30-40.
· Decline of binocular depth perception (Stereopsis): The ability to perceive depth by using both eyes remains constant until age 40, then declines until age 70.
· Glaucoma: Leading to loss of peripheral vision
· Macular degeneration: Loss of central vision
From a hearing standpoint the process of ageing can result in:
· Onset of many auditory disorders. The most common among these disorders is Presbycusis.
Age-related cognitive impairments include Alzheimer's disease and dementia. Individuals with Alzheimer's disease experience progressive intellectual decline, confusion, and disorientation. Individuals with dementia experience progressive loss of mental functions.
Most perceptual and cognitive limitations can be categorised as:
· Memory limitations: difficulty recognising and retrieving information;
· Perceptual limitations: difficulty taking in, attending to, and discriminating sensory information;
· Problem-solving limitations: difficulty recognising a problem; identifying, choosing, and implementing solutions; and evaluating outcomes;
· Conceptualising limitations: trouble with sequencing, generalising, categorising, cause and effect, abstract concepts, and comprehension; and,
· Language limitations: described separately in the following section.
Individuals with perceptual and cognitive limitations generally benefit from simple displays, low language loading, simple obvious sequences, and cued sequences. These individuals have difficulty understanding audio instructions, using written or electronic documentation, using automated systems, and/or using visual displays, depending on the type of limitation. Methods of improving designs to make them more accessible to this population include the use of voice prompts, increased size of print, simple fonts, high contrast, labels with icons or graphics, and progress displays.
Designing system interfaces that accommodate the deteriorating abilities of persons 65+ years of age has the potential to reach nearly half-a-billion consumers worldwide.
The primary
reason for knowing someone’s “type” or “level” of intellectual disability is to
identify suitable ways of providing
support for this person. Therefore, the
“levels” are defined according to the
support needs of the person:
·
The characteristics of support for people with intermittent support needs would be:
episodic, not ongoing, every now and
then depending on what’s happening
for that person. For example, support may be suitable at times of significant change, such as when someone
starts a new job. However, support
is not required on a daily basis for the whole of someone’s life.
·
The characteristics of support for people with low or limited support needs are: minimal
support is provided on an ongoing,
life long basis.
·
The characteristics of support for people with medium or extensive support needs
are that more substantial amounts of
support are provided on an ongoing basis
· The characteristics of support for people with high or pervasive support needs are that this support is ongoing and provided for all daily living activities, including all personal care and self maintenance activities (such as bathing and eating).
The needs of the Intellectually Disabled have to be recognised in the provision of banking services that are within the capabilities of the person to manage. This Standard has as its core the simplification and standardisation of processes that will help people with minor intellectual disabilities. The standard does rely, however, on the presumption that those people provided with EFTPOS banking services have the capability to use those services without being in breach of the Conditions of Use that govern account operation. This requires as a minimum the ability to understand their rights and obligations, card and PIN security and usage, and the ability to correctly recognise transaction amounts presented for authorisation. Any lesser requirement would expose to exploitation those intellectually disabled persons with higher support needs.