2019 Financial
and Social Report

Accessibility of services

[GRI 103-1, GRI 103-2, GRI 103-3, FS13, FS14] 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 constantly improved to meet the needs of blind and visually impaired clients. The services are written in a simple and understandable language for the users and can be read aloud by text readers. A visually impaired user can use the website with a keyboard – the mouse is not needed to navigate the portal. In addition, the site has a text magnification feature.

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 60% 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 355 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.

and rules and regulations in forms that make it easier for such clients to familiarize themselves with the contents of these documents, for instance by using large-size fonts, audio recordings or Braille script.

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

Bank representatives also participate in the work done by the Polish Bank Association to enhance the accessibility of sites and services to disabled persons.

Accessibility of Bank`s services* 2019 2018 2017 2016 2015
Number of outlets 602** 361 355 369 413
% of outlets accessible to disabled persons 63%** 72% 91% 90% 89%
Number of ATMs 498 487 483 490 519
% ATMs accessible to disabled persons 100% 100% 100% 100% 100%
*Data for outlets of Bank Millennium and former Euro Bank (excluding franchise branches).
**The decrease in the number of accessible branches is a consequence of the merger with Euro Bank.

Bank Millennium expands the idea of a barrier-free world also to other areas of its activity, including cultural patronage initiatives. By providing audio description for movies during Millennium Docs Against Gravity, the largest Polish festival of documentary films, the Bank facilitated access of vision impaired people to culture.

In 2019, Bank Millennium was ranked first in the “Accessibility” category in the Ranking of Banks published by Miesięcznik Finansowy Bank.

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