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ACCESSIBILITY OF BANKING SERVICES
Sydney, 7 July, 2005: The Australian Bankers’ Association (ABA) recognises that banks have made significant progress on making banking services increasingly accessible to older Australians and people with disabilities and the industry is continuously looking to improve service to all customers.
The ABA commented on today’s release of a report, ‘Electronic financial services – a review of progress’ by the Human Rights and Equal Opportunity Commission (HREOC).
The report reviewed the progress on the voluntary ABA Standards, which cover ATMs, EFTPOS, Telephone and Internet banking.
The report said that information provided by banks showed a broad endorsement of the voluntary Standards as a best practice benchmark and a commitment to implementation of necessary changes across their networks.
Many banks have developed Disability Action Plans to improve accessibility of banking services to older Australians and people with disabilities. The HREOC report said these Disability Action Plans incorporate commitments to the Standards and that banks are taking action to ensure the Standards are incorporated into their electronic service delivery.
Banks are continually improving physical access to branches and have been introducing innovative new services to assist customers with a disability, such as:
- talking ATMs;
- telephone typewriter services;
- a number to call for those with hearing or speech impairment;
- automated branch queuing systems with audiovisual prompts;
- Auslan interpreting services;
- ATMs with braille keyboards;
- provision of statements in braille.
David Bell, Chief Executive of the ABA, said: “The banking industry recognises that as the means of delivering more flexible and convenient services to customers continues to change, the needs of all Australians need to be considered.”
“New technology, particularly telephone and Internet banking, has improved accessibility to banking for people with disabilities.”
“Of course, we recognise that this report notes that improvements can continue to be made and the industry will continue to consider customers with disabilities. For example, when banks are replacing old ATMs, they may consider a newer model which features an improved keyboard, a larger screen or a hearing jack.”
The ABA has provided a response report to HREOC and will continue to consult with its members and community groups on the need for further improvements to accessibility of electronic banking for older Australians and people with disabilities. Background notes for editors:
- In March 2000, HREOC released a report on “Accessibility of Electronic Commerce and New Service and Information Technologies for Older Australians and People with a Disability”.
- The report found that in many respects, technology has actually improved accessibility to banking for people with disabilities: ‘use of digital technology has particular potential benefits for many people with disabilities.’ This includes reduced impact of transport and building access barriers (by banking from home), access for people who cannot turn pages (by banking using a keyboard), access for people who cannot see or read print (by banking through voice-based services), access for hearing impaired people (by banking via email and Internet).
- In response to the HREOC report, the ABA in 2002 released voluntary Industry Standards on Accessibility to Electronic Banking after consultation with community groups.
The voluntary Industry Standards launched one of the largest disability action programs ever undertaken in this country. For example, issues covered relating to ATMs are as detailed as terminal access, lighting, signage, Auslan (Australian sign language), floor surfaces, audio, card swiping, screen display, keypad design, parcel shelving and grab rails. HREOC today released a new report reviewing the ABA’s Standards. The ABA has provided a response report to HREOC.
For further information:
Heather Wellard
Director, Public Relations
Phone: 02 8298 0411
Mobile: 0409 830 439
ENDS
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