Barrier-free banking
We consider it our commitment to provide convenient access to the bank's services and products for customers with different needs, including people with disabilities, seniors or pregnant women. In the development of such solutions we are assisted by experts and customers themselves.
- GRI:
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FS 14 Measures taken to ensure access to financial services for people from disadvantaged populationsMeasures taken to ensure access to financial services for people from disadvantaged populations
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Custom indicator Number of bank branches with Barrier-Free Service certificateNumber of bank branches with Barrier-Free Service certificate
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ESG: S – Society Our approach to Social ResponsibilityOur approach to Social Responsibility
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PRB 1 Alignment We will align our business strategy to be consistent with and contribute to individuals’ needs and society’s goals, as expressed in the Sustainable Development Goals (SDGs), the Paris Climate Agreement and relevant national and regional frameworks. We will focus our efforts where we have the most significant impact.We will align our business strategy to be consistent with and contribute to individuals’ needs and society’s goals, as expressed in the Sustainable Development Goals (SDGs), the Paris Climate Agreement and relevant national and regional frameworks. We will focus our efforts where we have the most significant impact.
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PRB 3 Clients and Customers We will work responsibly with our clients and our customers to encourage sustainable practices and enable economic activities that create shared prosperity for current and future generations.We will work responsibly with our clients and our customers to encourage sustainable practices and enable economic activities that create shared prosperity for current and future generations.
Barrier-free service
Since 2010 we have been implementing the „Barrier-Free Service” programme aimed at enabling customers with special needs, including those with disabilities, to use the bank’s services and products in every banking channel. We systematically increase the accessibility of our services for all customers, using both technologically advanced methods and ensuring appropriate conditions for traditional methods of contact with the bank.
Solutions and progress in the programme in 2020:
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167*
number of outlets with a "Barrier-Free Branch" certificate
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3 059
number of branch employees trained in serving customers with special needs (e-learning)
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100
number of branch employees trained in serving customers with special needs (remote training)
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31*
number of branches equipped with portable induction loops
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8
number of audits carried out in 2020
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14
number of audits planned for 2021
*As at 31 May 2021
All the Bank’s branches have „Barrier-Free Service” Standards which set out the rules how to serve customers with special needs, including those with disabilities.
In 2020, these standards were also implemented in the network of Partner Branches. Branch employees take part in training in the service of persons with disabilities. In 2020, we additionally launched e-learning training in non-exclusion in customer service.
Solutions for the visually impaired
As part of the pilot activities, in September we launched a branch equipped with a typhlographic plan with Braille signage, a tactile path for the blind and a Totupoint spatial navigation system.
We also offer a network of „talking” ATMs, adapted to be used by blind and partially sighted people. ATMs are marked with special stickers in Braille with high-contrast colours.
In addition, when using ATMs customers can benefit from the option to turn off the screen when using headphones or to switch the screen to high contrast mode to increase the comfort and security of transactions. Currently, customers can use approximately 1,400 specially-equipped machines which represents nearly 90% of the bank’s total ATM network (as at 31 May 2021).
In 2020, we also provided customers with operating instructions in accessible formats (so-called accessible PDF and high-contrast versions).
Solutions for persons with hearing disabilities
We have developed a network of branches equipped with portable induction loops. Currently, loops are present in over 30 locations of the bank.
We carried out educational and optimisation activities to popularise the remote service in Polish Sign Language offered since 2014 among our employees and customers. Customers who are deaf or suffer from hearing impairment have the opportunity to use remote connection with an online advisor in Polish Sign Language at each branch, as well as in online channels via online and mobile banking under the „Contact” option and the bank’s website, „Help and Contact” tab. Service in PJM at the Multichannel Communication Centre is being consistently developed by increasing the availability of the channel within the Online Advisor, extending working hours and broadening the scope of service. The new functionality of the PJM channel on the helpline added in 2020 is the possibility to file a cash loan application.
We have made this solution available to customers with hearing impairment in an effort to provide them with dedicated access to our cash loan offering. Thanks to the PJM advisor, customers using the sign language can feel comfortable in the world of credit.
Digital accessibility
Santander internet and Santander mobile remote services are systematically audited for accessibility for customers with disabilities in order to best meet their needs. We facilitate logging into our application with Face ID and Touch ID when logging into mobile banking or voice identification when contacting the bank’s Communication Centre.
In 2020, changes were implemented to increase accessibility on www.santander.pl. Work is currently underway to increase the accessibility of the website and transaction service in accordance with WCAG 2.0 and 2.1 standards.
Accessible communication
For many years we have been adapting advertising messages to the needs of people with visual impairments (audio description) and hearing impairments (subtitles and PJM interpreter). The films are available on the „Barrier-Free Service” website (www.santander.pl/obb) and the bank’s YouTube channel.
In addition, we have developed a successively updated repository of accessible documents in electronic formats – audio and video recordings in Polish Sign Language (PJM).
In response to the needs of the environment, we also offer the possibility to request the document as an accessible PDF file with appropriate contrast and an internal, invisible structure of special markers. This structure means that it is machine-readable by a person with special needs using widely available assistive technologies, which can also be used at home. The document repository is available on a dedicated website.
Employee and customer education
Throughout 2020, we conducted systematic communication and education campaigns aimed at the bank’s employees and customers. We talked about barrier-free service at meetings and webinars with experts and through social media campaigns.
More information about the „Barrier-Free Service” programme is available at www.santander.pl/obb
