Disabled-Friendly Banking

In 2015, Garanti Bank continued initiatives to ease the access of disabled customers to banking services. In 2012, the Bank started to make its branches and ATMs disabled-friendly. Garanti trains employees on critical points of services provided to disabled people and targets to continue easing the lives of its disabled customers in 2016 through training its employees on the important points in services provided to disabled customers.

Garanti Bank has introduced its disabled-friendly ATMs alongside its existing machines and put them into service. These machines have lower screens; their keyboards are easily visible for disabled people and can be approached easily by them. In addition, visually disabled customers have the opportunity to perform transactions on these ATMs with the help of audio guidance.

In disabled-friendly branches:

  • Branch entrances are accessible to the orthopedically-disabled customers;
  • The visually impaired are guided by floor surface features;
  • Priority is given to disabled customers in the Qmatic queuing system, if information related to their situation is kept in the Bank’s records; and
  • Counters have lower tellers for serving orthopedically-disabled customers.

Garanti has created ‘experience standards’ to highlight important points in communicating with disabled customers, to help ensure a standardized approach and quality service to our disabled customers. Various trainings are provided to Bank employees to create higher awareness regarding disabilities. In addition, how to communicate with customers with disabilities has been an integral part of the Bank’s disabled-friendly banking program. All employees that communicate directly with customers have received the training, as did volunteers from head-quarters.

Garanti Bank has also completed design works for Sign Language trainings that are going to be rolled out in 2016.

Garanti Bank’s internet branch and mobile branches were made compatible with screen reader software, enabling them to perform audio transactions by listening to the internet branch menu.

The Bank is planning to send text message notifications to visually-impaired customers regarding their credit card transactions. The target is to complete the works on this issue in 2016.

150 branches had been transformed into DF branches by the end of 2015. The Bank had 33 orthopedically-disabled and 422 visually-disabled friendly ATMs by the end of the year. In addition, there were 147 ATMs that were both orthopedically- and visually-impaired friendly ATMs.

The Bank’s targets are to train its employees to create higher awareness on disabilities and on how to communicate with customers with disabilities.

By the end of 2015, 16,884 employees were registered for the distance learning program with 11,721 having completed (completion rate 69%).

All customers recorded as disabled in the branch and call center database are given priority in the Qmatic system.

Internet and mobile banking branches were made compatible with screen reading software used by visually impaired customers.