Senior representatives criticize “age discrimination” in banking apps

Senior representatives criticize “age discrimination” in banking apps

According to the ÖVP Seniors’ Association, less than half of those over 60 use online banking. The SPÖ pensioners’ association criticizes that “mobile banking” is not “easy” but “difficult” or even “impossible” banking. The banking section of the Chamber of Commerce refers to initiatives by institutes and what they believe to be a lack of framework conditions on the part of politicians.

In Spain, 78-year-old Carlos San Juan recently hit a nerve with his protest for more understandable banking apps, Reuters recently reported. The “I’m old, not an idiot” campaign launched by the pensioner collected more than 640,000 signatures within a few weeks. The Spanish government then set a deadline for the local financial institutions to submit plans on how they want to take better account of the needs of older people.

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“The good thing about the Carlos ‘rebellion’ is that he drew public attention to the important issue of age discrimination using the example of online banking,” says the President of the Senior Citizens’ Association, Ingrid Korosec, to the APA. “But the disappointing thing is that age discrimination is nothing new. There are also many ‘Carlos’ in Austria who draw attention to grievances. However, they are not listened to and the discriminating companies or organizations are even less willing to change anything.” The Spanish senior gets to the point: “The current generation 60+ are not idiots,” says Korosec. “But they didn’t grow up with the internet, so they’re ‘digital immigrants’. Only people who will retire in about 15 years will be able to find their way around in the digital world as a matter of course.”

According to Korosec, age discrimination is “an absolute no-go, but unfortunately still common practice, especially in banks and insurance companies”. Like Peter Kostelka from the pensioners’ association, she calls for protection against discrimination to be extended to older people. The institutes should “rethink” and in this context analog and digital offers should remain available in parallel over the next 15 years as a transition.

From the point of view of the pensioners’ association, people were originally “lured” to the bank branches so that they then had to shell out account management fees. “In the next step, the customers had to ‘manage’ their accounts themselves, despite the fees, because you had to do everything yourself in the machine foyer. Then the branch was closed altogether,” says President Kostelka. Often the ATM was not operated any further, but with online banking one does not get cash. This is often a problem for older people in contrast to younger people.

“Many older people simply cannot or do not want to do their banking online,” says Kostelka. “They have major security concerns about whether their data could end up somewhere they don’t belong. And for many, the banking apps – which are only accessible on expensive smartphones or tablets – represent a major hurdle.” This does not apply to the new pensioners who have just come out of working life. But for many older people that is definitely a problem. Two-factor authentication or tan apps introduced additional difficulties.

Korosec and Kostelka referred to their initiatives against age discrimination with associated motions to amend the Equal Treatment Act or to expand the constitution, according to which there should be no discrimination based on age. There are also applications for lending to older people. Because it comes particularly often to age discrimination, both confirmed.

“Of course, digitization must be voluntary. Nobody disputes that,” said Franz Rudorfer, Managing Director of the Federal Bank and Insurance Division in the Austrian Economic Chamber, in an interview with APA. But it shouldn’t be pretended that older people don’t have a clue about smartphones and the like. “I resist portraying older people as digital muffles.” And: “We fight against any form of age discrimination. Older people are particularly valued customers.”

Apps with stronger color contrasts or reading software for older people are not available in this country – as in most countries. Rudorfer referred to the implementation of an accessibility guideline, which he expects in this country this year. The individual banks in Austria have their own initiatives, but there has not been a “big hit by the legislator” so far. Rudorfer also referred to initiatives such as Fit4Internet, which also offers help for older people with banking transactions. The industry spokesman also emphasized that there is still a very high density of bank branches in Austria, especially when compared internationally.

“The institutes try to have the right offer available for every age group,” said the WKÖ section. “Comprehensible language, simple, intuitive usability and good legibility are taken into account with every new digital development.” Especially with a multi-channel bank, customers could choose the preferred channel – advice in the branch or by telephone or digitally. “It should be noted that accessibility is a development process.”

“In Germany there is already a regulation that prevents age discrimination in banking and insurance transactions,” says Korosec. She is in talks with Justice Minister Alma Zadic (Greens) in this country. This had “signaled their willingness to make changes”.

In this country, it was recently announced that Raiffeisen wants to close 60 branches in Upper Austria, said RLB-OÖ general director Heinrich Schaller to “OÖN”: “It is important that all stakeholders are involved, that you try to use the building, for example by Set up jobs for those who then no longer have to commute, for Raiffeisen employees, but also for others.” With the merger, there are also “extended and more individual opening times in larger units”. People’s mobility has “increased enormously. And if there are older people who are not so mobile, you can provide this taxi voucher for the way to the bank.”

Source: Nachrichten

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