Self-Advocating at the Bank

7 hours ago

7 min read

AUDIO VERSION

By Ian White

As people with visual impairments, it’s sometimes challenging to feel like we have control of the various aspects of our lives, especially when it comes to financial matters. Engaging with a bank or credit union can feel daunting. Are bank statements available in alternate formats? How do I identify bills or coins? Can a blind person use an ATM, or bank online?

In general, it’s a good idea to go into your bank armed with a little knowledge about what accessibility should look like, and to persist, calmly yet assertively, if you’re not getting the answers or the information you need.

What Rules Apply?

National banks are federally regulated, are subject to the Accessible Canada Act (ACA),[i] and are obligated to accommodate customers with disabilities when providing their services. On the other hand, “Credit unions and Caisses Populaires are provincially chartered, not federally chartered. They are regulated by provincial legislation, not the Bank Act, so they are subject to provincial law — not the ACA.”[ii] Nonetheless, you can check their websites or contact them to see what accommodations they offer.

All major banks have Accessibility Plans and policies as required by the ACA, and they publish these online. They also publish information on the accessibility options they offer, at the links below. For instance, did you know that TD’s “blind and low vision customers have free access to Aira technology to guide their in-store TD experience as well as at TD ATMs, TD sponsored events and online banking?”[iii]

For more information on the accommodations available at the major banks, here are some helpful links:

· Bank of Montreal (BMO)

· Bank of Nova Scotia (Scotiabank)

· Canadian Imperial Bank of Commerce (CIBC)

· Royal Bank of Canada (RBC)

· Toronto-Dominion Bank (TD-Canada Trust)

· National Bank of Canada (note: National Bank’s Accessibility page is a link to their Accessibility Plan and, unlike the other big six banks, doesn’t give a lot of detail on exactly what accommodations they offer. They recommend calling their customer service team for more information on specific accommodations).

Bringing Your Service Animal

Access to a bank with a guide dog is covered by Provincial legislation, and informed by the Accessible Standards Canada CAN-ASC-5.2.1 - 15. Guide dogs and service dogs. There may also be local bylaws pertaining to access for a handler/service animal team. The CNIB has compiled some great information on Guide Dog Legislation across Canada.

Keeping Track of Your Cash

The Bank of Canada, the institution responsible for bills, and the Royal Canadian Mint, which makes coins, have built accessibility features into Canadian currency. Distinctive colours and high-contrast numerals help people with partial sight identify bills. There are also tactile markers, the b

raille-like raised bumps along the top-left edge of the front side of the bill – one for $5, two for $10, three for $20, etc – for tactile bill identification.[iv] Coins can be identified by size, weight, and the distinctive texture of the coin edge.[v]

Identity Verification

Ask your bank what types of identification they need to verify your identity. Most require originals, not copies, and will ask for some form of government-issued photo ID such as a driver’s license or Provincial Photo ID card, a current passport, etc. Provincial health cards are not accepted as ID, so it’s a good idea to check with your bank to see what forms of identification they will accept. Also, most banks require that you confirm your identity each time you engage a teller, typically by inserting your debit card and entering your pin on the keypad. Every PIN verification keypad should have a tactile bump on the #5 key.

Using an Automated Teller Machine (ATM)

Most Automatic Teller Machines (or ATMs) have a variety of accessibility features built into them, enabling the user to operate the machine using an alternative interface. The audio session is typically available by plugging in a pair of your own headphones with a 3.5mm stereo jack, and by using the keypad instead of the touch screen. The audio session with instructions will begin automatically as soon as the headphones are plugged in. The keypad has a raised dot on the ‘5’ button, and other raised characters on the ‘OK’ and ‘Cancel’ buttons, etc. You can ask a customer service rep at the branch to talk you through how the machine is laid out, how to orient your debit card in the card slot, where the earphone jack is, etc. At some ATM’s, there will be an audio tutorial option that will give a full description of how the ATM is configured, what raised marks are on which buttons, etc.

Debit and Credit Cards

Keeping track of cards can be tricky, especially as many banks are phasing out the raised numerals in favour of a flat, featureless card. Some banks offer Braille card sleeves, and others can provide a system of notches or textured edges that can be used to identify cards using touch. Ask at your bank how they accommodate card identification.

Large Format Cheques

All major banks offer large print cheques with bold font text and raised lines to help blind and partially sighted clients. If ordering cheques in person through a teller or over the phone with a bank agent, sometimes a large print “accessible cheque” option will not come up on their order screen. But rest assured, this accessible format is available and, with a little persistence, the teller can source a special code from the cheque printing company needed to place an order.

Alternate Formats for Monthly Statements

All banks offer alternative formats for their monthly statements. Usual options include braille, large print, PDF via email, or electronic text options. Talk to your bank about which alternative formats they offer. But remember that sometimes receiving statements in an alternate format may mean a delay in receiving your statement. Braille statements can sometimes take up to two weeks after your statement date to produce. Again, ask your bank if there is an anticipated delay for these formats.

Telephone Banking and Online Services

For those who find it inconvenient to get to a local bank branch in person, an agent at the bank’s customer service line can help you set up a telephone banking profile, and you can then check balances, transfer funds, and make payments via telephone.

Online banking services are available at all major banks by downloading that bank’s mobile app. Again, all digital services offered by Federally regulated banks are supposed to be fully accessible with screen readers and other assistive technologies in compliance with the ACA, but you may occasionally encounter something on the app that’s not working properly. Notify your bank if you find anything on their app that’s not fully accessible.

If you need assistance to get the app set up, a customer service rep in branch or on the phone can help. Just be aware that not all reps are familiar with mobile devices whose accessibility features are on, so you may need to be able to turn off your screen reader or magnification settings to make the most of sighted help. Ask if there is someone in your branch who is familiar with accessing the bank’s online services using assistive technologies. This might involve booking a specific appointment with a knowledgeable Customer Service Rep, so it might be wise to call ahead.

When signing into a banking app, there is usually a two-step authentication process to get through, which involves entering a code sent to you via text or email. Once you’re logged in, you’ll have access to almost every financial service the bank offers including account profiles, transaction records, credit and account statements, bill payment options, electronic money transfers to send and receive funds, mortgages and investments, etc. You can even deposit cheques remotely by taking a picture of the cheque using an electronic deposit option through the banking app.[vi]

Indoor Navigation

Some banks (like TD, mentioned above) offer indoor navigation tools like AIRA, BlindSquare, or GoodMaps. Take a minute to ask if any of these assistive technologies are available, and if there is anyone in the branch who can talk you through how to use them. You can also ask a customer service rep to take a few minutes to walk you around the branch so you can familiarize yourself with its layout.

Accessibility Questions

All of the major banks have an Accessibility group, available by phone, via email, or online. Accessibility representatives can answer most accessibility questions, and their contact information can be found on the Accessibility and Accommodations web page for your institution. For feedback, compliments or complaints on any aspect of accessibility, don’t hesitate to talk with bank staff, the branch manager, or contact the bank’s Accessibility department. It’s why they’re there.

The key to getting the most out of your banking experience is knowing that you have a right to service, and to reasonable accommodations for accessing that service. Do your homework, and be curious about the accessibility options open to you at your financial institution. And don’t be afraid to find out what accommodations are offered by other banks. Banks take their competition seriously. If bank staff don’t know what accommodations the institution offers, ask them if they could find out for you. Not everything will be perfect. But most of the bank’s employees are excited to help. I have taken the time to explain to my teller what the tactile marks on bills mean, and why it’s important to me that they hand me the bills all facing the same way so I can quickly and easily find those marks. Invariably, the teller will be excited to have learned something new, and they’ll remember the next time I step up to their wicket.