Accessibility in digital financial services
Financial institutions must have the necessary facilities, as a text-to-speech player in your home banking and mobile banking to guarantee access to information for people with visual disabilities.
They must arbitrate the means so that their comunications, notices and advertisements include images that have descriptive alt text over the image.
They must also observe the pertinent provisions of Provision No. 6/19 of the National Information Technology Office and complementary —Annexes I and II— on the Accessibility Guidelines for Web 2.0 content and the Conformity Criteria, to the effects of that Internet pages, including home banking, facilitate accessibility for people with disabilities.
They must also promote the training of customer service personnel in sign language to guarantee equality and respectful treatment for people with hearing and/or speech disabilities.
Entities must facilitate care in their operational homes with trained personnel and/or video calls with teams trained in sign language interpretation, taking into account the location and geographical area to achieve the greatest coverage of this service for those who require it.
Other protection measures for people with disabilities
People with disabilities also have a series of measures that are contained in the regulations on “Protection of users of financial services” and that include the following points:
priority attention
People with reduced mobility must receive priority attention in service centers and are exempted from forming the line corresponding to the rest of the users of financial services. In the event that they must wait to be attended, they must be provided with adequate seats.
In the current regulations on “Financial services in the framework of the health emergency provided by Decree No. 260/2020 CORONAVIRUS (COVID19)” priority face-to-face care and without requiring turn for people with reduced mobility, motor disabilities.
ATM accessibility
The ATMs for users financial services with some visual impairment they must have text-to-speech player, headphones, Braille or standard keyboard with raised relief and audible and perceptible mechanism intended to alert the forgetfulness of the card and/or money dispensed by the team.
In this regard, entities must achieve service coverage with those ATMs in at least 10% of the total installed equipment.
Contracts and account statements in Braille
Users should be given the option to obtain the documentation in Braille system associated with the products they contract (conditions agreed in the contracts and account statements).
No commissions or differential charges can be charged for any of these special benefits.
accessible infrastructure
Accessibility to service points (operating houses and ATMs) must respect appropriate characteristics that imply, among other measures, the removal of steps, slopes or any other kind of physical obstacles or the installation of ramps, the maintenance of wide spaces between service posts, the incorporation of elements that guide or facilitate circulation.
All renovation of equipment and facilities at service points must contemplate previously than the needs of users with disabilities are sufficiently cared for.
Source: Ambito
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