Accessibility Policy Implementation in Financial Institutions
This Policy outlines the key principles, objectives, and measures for implementing an accessible environment within financial institutions to ensure equal access to financial services for all population groups, including persons with disabilities, the elderly, individuals with temporary health issues, and other people with limited mobility.
Regulatory Framework
This Policy is developed in accordance with:
-
The Law of Ukraine “On the Fundamentals of Social Protection of Persons with Disabilities”;
-
The Law of Ukraine “On Architectural Activities”;
-
The Law of Ukraine “On Regulation of Urban Development”;
-
Resolutions of the Cabinet of Ministers of Ukraine on accessibility;
-
DBN V.2.2-40:2018 “Inclusiveness of Buildings and Structures”;
-
UN Convention on the Rights of Persons with Disabilities.
Policy Objective
-
Eliminating physical, digital, organizational, and informational barriers in financial services;
-
Ensuring inclusive service for all clients;
-
Fostering a corporate culture of equality and respect for diversity.
Accessibility Principles
-
Universal Design: All services should be convenient regardless of users’ physical or cognitive abilities.
-
Non-Discrimination: Ensuring equal rights and access to financial services.
-
Information Accessibility: Communication and content should be clear, adapted, and accessible.
-
Preventive Approach: New facilities and services should be designed with inclusiveness in mind from the outset.
Implementation Areas
Physical Accessibility
-
Equipping branches with ramps, elevators, and automatic doors;
-
Use of high-contrast signage, tactile elements, and accessible service zones;
-
ATM machines with audio functions and Braille buttons;
-
Designated parking spaces for persons with limited mobility.
Digital Accessibility
-
Adapting websites and mobile apps to WCAG 2.1 standards;
-
Ensuring compatibility of online services with screen readers;
-
Providing alternative communication channels: chatbots, text messages, video calls with sign language interpreters.
Communication Accessibility
-
Providing information in large print, Braille, and audio formats;
-
Explaining services in simple and understandable language;
-
Allowing clients to be accompanied by an assistant or staff member.
Staff Training
-
Mandatory training for employees on inclusive customer service;
-
Implementing standards for ethical interaction with persons with disabilities;
-
Developing internal instructions and response algorithms for assisting clients.
Responsibility and Monitoring
-
Appointing a responsible person or department for policy implementation;
-
Conducting annual internal accessibility audits;
-
Implementing a client feedback system;
-
Considering accessibility indicators in evaluating the institution’s performance.
Client and Public Engagement
-
Regular consultations with disability advocacy organizations;
-
Transparent communication with clients about available accessibility tools and features;
-
Participation in social initiatives promoting inclusion and accessibility.
Conclusion
Implementing accessibility is a strategic step toward building an open, inclusive, and modern financial institution. It is not only a legal requirement but also a demonstration of corporate social responsibility.
GlobalBud Ukraine offers full support in implementing accessibility policies—from premises and digital audits to documentation development, service adaptation, and staff training. Contact us — we work on a turnkey basis with both government agencies and private or international organizations.
