Download PDF of the Accessibility and Inclusion Principles for Banking Services.
Ensuring banking access for all Australians
The Australian banking industry is committed to ensuring the inclusivity and accessibility of all banking products and services for all people, including those with disability and their carers.
Inclusive and accessible banking services extend beyond just physical branches to digital and telephonic offerings, including websites, mobile apps, phone lines and artificial intelligence (AI) chatbots. Technology has made banking more efficient and convenient but has also made it more important for banks to continue to adapt to make sure all their customers – including those with disability and their carers – can access and conduct their banking safely and securely.
Accessibility and Inclusion Principles for Banking Services
The Accessibility and Inclusion Principles for Banking Services (the Principles) promote equitable access, usability, and inclusivity for customers with disability and their carers to banking services.
The Principles are the foundation for designing, developing, and delivering banking services that are inclusive and accessible to everyone. By adhering to the Principles, banks ensure that their digital and physical offerings are designed to accommodate customers with disability and their carers.
To help keep up with rapidly changing technological advancements, the Principles will be reviewed every three years.
Download word document (DOC) version of the Accessibility and Inclusion Principles for Banking Services.