Disabled-Friendly Banking

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.

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.

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.