Electronic banking and financial services - what are your experiences?
In April 2002 the Australian Bankers' Association (ABA) released a series of voluntary industry standards covering accessible ATMs, EFTPOS, Telephone and internet banking. Subsequently a number of ABA members have committed to adopting the standards, in part or in full.
These standards were developed by the ABA in consultation with the disability sector, major banks, Credit Unions, Building Societies, the retail sector, and the Human Rights and Equal Opportunity Commission; they are aimed at ensuring best practice in the provision of accessible financial services.
The standards cover a wide range of access issues, including:
- the height of keypads on ATMs,
- the usability of internet sites,
- the availability of audio-enabled ATMs, and
- the clarity of instructions in telephone based financial services.
At the time of their release, the ABA signalled its intention to review the technical parts of the standards in 2003, and the Commission said that it would, at the same time, review the uptake of the standards by the financial services industry, and provide an assessment of the impact of the standards as perceived by people with disabilities.
The ABA has recently completed its review of the technical aspects of the standards, finding that the standards are still appropriate. At the same time the Commission has also had in-depth discussions with a number of banks about their approach to, and timeframe for, the implementation of the voluntary standards.
Clearly there will be a time lag between the development of new standards and the appearance of more accessible services, but the Commission believes now is an appropriate time to gauge the initial impact and awareness of the standards.
We are therefore asking people with disabilities and representative organisations to provide us with information on their more recent experiences with electronic financial services since the standards were released over eighteen months ago.
The Commission will use the information you give us to provide general feedback to the financial services sector on the continuing implementation of the standards. Names and contact details of anyone wishing to provide comments will be kept confidential.
You may find it useful to think about the following questions as you give us your feedback:
- What do you know about the industry standards?
- Are you aware of any commitment made by your bank, Building Society or Credit Union to adopting nd implementing the standards?
- Have you noticed any changes in the accessibility of ATMs, internet banking websites, EFTPOS or telephone banking services?
- What ongoing access difficulties do you experience when trying to use electronic financial services?
We would appreciate your feedback by February 6th 2004.
Please send us an email at disabdis@humanrights.gov.au; or write to the Disability Rights Unit, Human Rights and Equal Opportunity Commission, GPO Box 5218, Sydney, NSW 1042, or call Michael Small on tel. 02 9284 9769 (TTY 1800 620 241).
For more information on the industry standards go to http://www.bankers.asn.au/ABA/Online/default.asp and look in 'Publications' and then 'Codes and Standards'.