The European Accessibility Act mandates that by June 2025, banks must provide services and products accessible to individuals with visual, hearing, or mobility impairments. This legislation aims to ensure equal access to banking services for all EU citizens, enhancing inclusivity and independence.
Key Requirements
- ATMs and Payment Terminals: Must be usable by people with disabilities.
- Online Banking: Websites and mobile apps must comply with accessibility standards.
- Customer Service: Support services must cater to the needs of individuals with impairments.
Banks will need to adapt their physical and digital infrastructures to meet these requirements. This includes training staff, updating software, and potentially redesigning ATMs and terminals. The act is expected to significantly improve the banking experience for millions of EU citizens, ensuring they can perform transactions independently and securely.
Bank employees must be trained on the needs of individuals with disabilities and how to provide appropriate assistance. This includes understanding available accessibility features and how to use them. Banks must review and adapt internal procedures to ensure all services and products are accessible, updating existing infrastructure and implementing new technologies. It is crucial for banks to implement monitoring mechanisms to ensure accessibility measures are effective and comply with legislation.
Nicu Enache, digital transformation consultant at OceanoBe Technology. While the transition may pose challenges, it also presents opportunities for banks to innovate and enhance their service offerings. Investing in accessible technology can improve customer satisfaction and broaden the customer base.
The European Accessibility Act represents a major step towards inclusivity in the banking sector. By June 2025, all banks operating in the EU must ensure their services are accessible to all individuals, regardless of their physical abilities.
