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2018 Financial and Social Report

The Bank’s goal is to eradicate digital and physical barriers to accessing financial and non-financial services. Bank Millennium is not just a financial services center for its clients, but also their first access channel to other services, e.g. in its mobile application clients can buy urban transport tickets, pay for a parking spot or buy vehicle insurance by merely scanning a code from the vehicle registration document. Remote contact with Polish government offices is also possible through internet banking. The Bank endeavors to ensure that all its clients, including disabled persons have convenient access to financial services. For that reason many conveniences have been made for persons who are blind, visually impaired or use a wheelchair.

are written in simple and understandable language and can be read using text readers. A visually impaired user can use the website with a keyboard – the mouse is not needed for navigation. In addition, the site has a text magnification feature and is designed for high-contrast reading. It is possible to log in to the mobile app with a fingerprint. In the same way, card transactions can be approved online using 3D Secure. In 2018 the Bank won the “Website Without Barriers” competition organized by the Visible Foundation (Fundacja Widzialni). This distinction was granted for adapting the Bank’s website to the needs of blind and visually impaired users.

disabled people with impaired mobility can use the number keypad instead of function buttons next to the screen, which means that they do not have to reach too high. In addition, ATM’s number keypad makes it easier to use the device also by disabled people with vision impairments. After headphones are connected to the ATM, the user may enter instructions through voice messages. Additionally, persons with vision impairments may use a special black and white screen mode which enhances contrast and legibility of displayed messages. 100% of our ATMs are customized to meet the needs of disabled persons.

with architectural barriers – more than 70% of the Bank’s branches are accessible to disabled persons. When it adapts and modernizes its branches the Bank pays attention to eradicating architectural barriers.

offering wheelchair access – they are in place in more than 100 branches.

clients using the Bank’s hotline can use the voice command feature during the call instead of using the phone’s keypad.

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 branch employees and – at the client’s express request – in the presence of a witness trusted by the client. 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 an ink fingerprint.

detailed guidelines binding on employees of all of the Bank’s outlets.

[GRI 103-1,103-2,103-3, G4 DMA, G4-FS13, G4-FS14]

Bank representatives participating in the work undertaken by the Polish Bank Association to enhance the accessibility of sites and services to disabled persons:

  • put forward suggestions regarding the bill on the accessibility of public utility venues to disabled persons drafted by the Ministry of Investment and Development (Accessibility +);
  • took part in the preparation of the “Accessible ATM” service;
  • took part in the survey questionnaire drafted by the Polish Association of the Deaf concerning service provided to persons with hearing impairments. [GRI 102-12]


Accessibility of services
2018 2017 2016 2015 2014
Number of outlets 361 355 369 413 423
% of outlets accessible to disabled persons 72%* 91% 90% 89% 89%
Number of ATMs 487 483 490 519 539
% ATMs accessible to disabled persons 100% 100% 100% 100% 100%

* The decline in the number of branches is the outcome of using more stringent internal criteria for assessing their accessibility.