Barrier-free banking

GRI:

[103-1] Explanation of the material topics and their boundaries
Material topic: Prevention of financial exclusion, financial education
[103-2] The management approach and its components
Material topic: Prevention of financial exclusion, financial education
[103-3] Evaluation of the management approach
Material topic: Prevention of financial exclusion, financial education
[FS 14]
[Custom indicator] Number of certified barrier-free bank branches

Other guidelines:

Our goal is to provide access to comfortable use of the bank’s services and products for customers with special needs – including people with disabilities, seniors, pregnant women. We create the facilities in cooperation with clients and experts. We take care of accessibility in all forms of service – from branch network to mobile banking.

Barrier-free service

Under the programme, we are implementing new functionalities and solutions in the technological, communication and educational dimension. The bank has been providing and developing a comprehensive barrier-free service continuously since 2010.

Solutions and progress in implementation in 2019:

156

certified branches (as of 30.04.2020)
10

branches awaiting completion of the certification process in 2020.
80%

our ATMs are “talking“ machines.

Barrier-free branches – we are systematically expanding our network of certified barrier-free branches. Every year, further branches undergo:
- architectural accessibility audits for customers with disabilities (in 2019 – 26 branches),
- audits recertifying the accessibility of barrier-free branches (57 recertification audits were carried out in 2019)
We apply barrier-free service standards in all our branches.
All branches of the bank have been equipped with a priority service desk entitling persons with visible disabilities, pregnant women and seniors to receive priority service.
In our branches we have provided mini magnifiers and signature frames for blind and partially blind people.
We equip our branches with portable induction loops to improve the comfort of customers with hearing impairment and hearing aid users. In 2019, we provided five branches with new devices. The list of branches offering the induction loop support can be found here https://bank.santander.pl/ms/obb/petle-indukcyjne.html
Talking ATMs – we provide all our customers with access to a network of so-called “talking“ ATMs adapted for use by blind and partially sighted persons. After plugging in their own earphones, customers hear step-by-step instructions in Polish which assist them with cash withdrawal, PIN change or card activation. Navigation is carried out using the keys on the numeric keypad without having to reach for the buttons on the screen.The new features introduced in 2019 include the option to turn off the screen for the time of the transaction executed through earphones to increase the security and comfort of the transactions carried out by blind people, and the possibility to switch the screen into a high-contrast mode, i.e. with a black background without any graphic elements and with yellow captions.The number of talking ATMs increased in 2019.

Remote video support in the Polish Sign Language (PJM) -provided by the advisors from the bank’s Contact Centre. At the turn of 2019/2020 we significantly expanded the group of advisors with professional knowledge of the sign language, thus increasing the availability of this solution for clients.
The online and mobile banking platforms of our bank are audited and adapted systematically to the needs of customers with disabilities.
The bank’s advertising messages are tailored to the needs of people with visual impairments (audio description) and hearing impairments (subtitles and PJM translator). Videos are available on the “Barrier-free Service“ website. (www.santander.pl/obb) and on the bank’s YouTube channel.
In 2019. In accordance with the requirements of the Act on Ensuring Accessibility for Persons with Special Needs of 19 July 2019, the bank introduced the possibility to request for the so-called “accessible documents“ provided for in the Act (non-personalised contract templates, regulations or the Schedule of Fees and Charges), either remotely or at branches. In addition, we have created a gradually supplemented repository of available documents in electronic formats – an audio recording or a video recording in the Polish Sign Language (PJM).
Additionally, the bank offers the possibility to apply for a document in the format of an accessible PDF with internal, invisible tags. This means that they can be read by a person with special needs using commonly available screen reader technology which is also used at home“.The document repository is available on the bank’s dedicated website.
Throughout the year, the bank was involved in local initiatives and national events aimed at changing the perception of disability in Poland and in activities integrating people with disabilities into social and economic life.
For detailed information about our social initiatives read the chapter Communities.

For many years now, a growing involvement of the banking sector and banks in increasing the accessibility of their service has been observed, taking into account in particular the needs of customers with various disabilities. In my opinion, Santander Bank Polska is the leader in introducing special solutions in this area.

I’m a visually impaired customer of this bank myself. A few years ago, I was very happy when the bank launched the first talking ATMs. Today, there are more than 1,300 talking ATMs in the whole country. It’s a pleasure that the bank is still developing a network of available cash dispensers. However, it’s not only about quantity, but also about innovation.

Recently when using an ATM, I noticed that a new feature has appeared: the screen can be switched to a high-contrast mode. Thanks to the fact that messages are displayed in large, clear yellow font against a black background. This means that cash withdrawal has become even easier for me. It’s worth noting that everyone can benefit from this feature, even a person who might have trouble reading the instruction due to bright sunlight falling on the screen.

Both as a client and as a professional accessibility auditor and consultant, I try to help the bank improve and develop such features in its products and services. It is very important that Santander Bank Polska constantly listens to the needs of customers with disabilities and takes into account the feedback from accessibility specialists.

Mikołaj Rotnicki

Accessibility Expert from Utilitia sp. z o.o., a visually impaired client of our bank

We're not that different, are we?

From April to June 2019 we conducted an educational and information campaign addressed to the bank’s employees and clients. The main medium of communication was a video entitled “We are not that different, are we?“ whose aim was to show the perspective of people with special needs. Both the bank’s employees and persons with disabilities feature in the video.

The campaign has reached over 100 thousand Facebook users.