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Accessibility of financial services for the disabled

In addition to the chain of 413 outlets, we provide our services through the Internet, mobile and telephone banking system and a chain of 519 of our own ATMs. The services are offered 24 hours a day and 7 days a week and thanks to the multiple distribution channels, access to our products and services is virtually unlimited.


In order to increase accessibility of financial services for the disabled, we have introduced the following solutions:

  • access to outlets where architectural barriers may occur;
  • sitting customer service stations accessible to wheelchairs;
  • ATMs with facilities for people with impairment of vision and movement. Disabled people with movement impairments can use the number keypad instead of function buttons next to the screen, which means that they do not have to reach too high near the screen. People with vision impairments on the other hand may use a special contrast screen mode and voice messages after headphones are connected to the ATM;
  • large text feature – the Bank’s website and the Bank’s Internet application contain an A+ button, which enlarges the presented text, allowing vision-impaired persons to use the application;
  • service over the phone – clients using the the Bank's Hotline can use the voice command feature during the call instead of using the phone's keypad;
  • easier signing of agreements – blind or visually impaired persons or people who cannot read can still sign an agreement with the Bank on their own in the presence of two employees of the outlet or a witness trusted by the customer. In such cases, an outlet employee can also read the agreement aloud and/or in the case of customers who cannot write, they can sign using a fingerprint.
  • agreement forms on the website, easy to read by text-to-speech applications
  • service standards of the disabled - detailed guidelines regarding the service of disabled clients, which are binding on the employees of all of the Bank's outlets.

G4-DMA FS14, G4-FS14

Accessibility of Services 2015 2014 2013 2012
Number of outlets 413 423 439 447
% of outlets accessible to disabled persons 89% 89% 88% 87%
Number of ATMs 519 539 555 566
% ATMs accessible to disabled persons 100% 100% 89% 89%


Development of best practices

Bank’s employees took part in the work of a Polish Bank Association Committee preparing the second version of the Best Disabled Customer Service Practices for Banks. In addition to submitting our opinions about the whole document, we prepared the Mobile Banking chapter. In 2015, also as part of the work of the Polish Bank Association Committee, we participated in the work on online sign language translations.