Financial and
ESG report 2020

Accessibility of services

[GRI FS14]
The Bank’s goal is to eradicate digital and physical barriers to accessing financial and non-financial services.

M2020-107 M2020-107

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. 


place in the Digitization category and the audience award “Technologically responsible company” 


of our ATMs are customized to meet the needs of disabled persons

nearly 300

Customer service desks with seating offering wheelchair access

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 and is designed for high-contrast reading.  

In the same way they can approve card transactions online by using 3D Secure protocol. Owners of iPhone X and newer models may also log in by using the FaceID face recognition service. The mobile application has been adapted to the needs of the blind or visually impaired through compatibility with accessibility features such as Google TalkBack (Android), VoiceOver (iOS), which present information by using speech.  

Bank Millennium was one of the first companies, which adapted its website to the needs of people with disabilities. In April 2020, the Bank received the “Technologically responsible company” award in the TOP CDR contest, for digitizing its services and for the banking without barriers initiative (1st place in the Digitization category and the audience award).  

Responding to the increased need for online services in connection with the pandemic, Eduportal was created, which is available on the Bank’s website at and directly from the main page in the “Support” tab. In parallel, the “First Step Online” campaign was created, encouraging users to take advantage of digital channels. Short video clips are an important part of Eduportal. They are different from the previous instruction videos, because they feature live consultants, who explain the basic processes in a clear and accessible manner. The presence of a live human is intended to break down barriers for those users who prefer personal contact and dislike “automated” or “remote” elements. We selected actors with friendly faces, warm and peaceful voices to explain slowly, step by step, how to start using Millenet and the mobile app.  

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 nearly 300 branches (more than 60%). 

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.  

have the right to obtain the general terms and conditions of agreements and rules and regulations in forms that make it easier for such clients to familiarize themselves with the contents of these documentsfor instance by using large-size fonts, audio recordings or Braille script. 

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

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, it facilitated access of vision impaired people to culture 

Bank’s 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 the Bank’s services 2020 2019 2018 2017 2016
Number of outlets  477  602**  361  355  369 
% of outlets accessible to disabled persons  67%  63%**  72%  91%  90% 
Number of franchise outlets*  225  n/a  n/a  n/a  n/a 
% of franchise outlets accessible to disabled persons  39%  n/a  n/a  n/a  n/a 
Number of own ATMs  479  498  487  483  490 
of own ATMs accessible to disabled persons  100%  100%  100%  100%  100% 


* Franchise network has been operating as part of Bank Millennium for the entire year, since 2020 (previously, as part of ex-Euro Bank)
** Aggregate data for Bank Millennium and ex-Euro Bank, a decrease in the number of accessible branches is a consequence of the merger with Euro Bank (franchise network data not included)

[GRI FS13] Access to financial services in sparsely populated or economically weaker areas 

Access to financial services in sparsely populated or economically weaker areas

2020 2019 Change
Total number of access points to financial services (total number of own and franchise outlets and sales points in shopping malls)  702  830  -15% 
Number of access points to financial services in sparsely populated* or economically disadvantaged** areas  228  256  -11% 
Percentage of access points to financial services in sparsely populated or disadvantaged areas  34%  31%  3% 
* According to the Statistics Poland data, the voivodships with the lowest population density in Poland include Podlaskie, Warmińsko-Mazurskie, Lubuskie, Zachodniopomorskie, Lubelskie, Opolskie, and Świętokrzyskie
** According to the Local Data Bank, the voivodships with the lowest economic activity include Lubuskie, Opolskie, Podlaskie, Pomorskie, Warmińsko-mazurskie, Zachodniopomorskie and Świętokrzyskie

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