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equal opportunities
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- Customers: Equal Opportunities
- Introduce Braille and large print statements for Visa customers. TARGET ACHIEVED
- Implement the branch network modification programme to ensure that the bank's premises comply with the Disability Discrimination Act's legislative requirement to overcome physical barriers by 2004. ACCEPTABLE PROGRESS
- Implement a staff training programme on the Disability Discrimination Act. TARGET NOT ACHIEVED
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performance & commentary
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Management system The Disability Discrimination Act (DDA)
1995 makes discrimination on the grounds of disability
unlawful in most circumstances. From October 1999, service
providers, such as banks, were required to take reasonable
steps to change any policies, procedures or practices which
make it impossible or unreasonably difficult for disabled people
to make use of their services. The bank's Disability
Discrimination Act working party aims to ensure that the
requirements of the Act are understood and appropriate
measures are introduced throughout the bank. The working
party also liaises with the Co-operative Group, which examines
best practice throughout the Co-operative movement. To
complement the distribution of the revised DDA staff booklet,
the working party recommended that a programme of staff
training should be undertaken in 2001. Training, using a video
presentation, will be provided to 2,500 customer service staff
within the first three months of 2002. All staff will benefit from
this training by the end of 2002.
Premises The DDA requires permanent physical changes to
buildings (by providing ramped access for example) to be
made by 2004. 64 bank branches, covering 67% of the
network, require modification by 2004 to ensure they comply
with the DDA. During 2001, work has been undertaken at 29
branches, covering 45% of those requiring alteration.
Modifications have included the installation of ramps, new
counters and automated doors. The ongoing programme of
work is on target to ensure that the bank's network will be fully
compliant by 2004.
Products and services The bank's commitment to 'remote'
banking via the telephone and Internet removes the physical
barriers that may make it difficult for some disabled customers
to access services through branches. The bank has a range of
facilities available for customers. These include: induction
loops in branches; Typetalk and Minicom communication with
Armchair Banking and smile; and cheque book and paying in
book templates. As required by the DDA, the bank offers
customers the opportunity to receive any literature produced
by the bank, e.g. account statements, Visa statements and
marketing literature, in large print, Braille or on audio tape.
50 customers currently make use of this service. smile has
been working with the RNIBi and AbilityNetii to review and improve the accessibility of smile's website and the services offered to customers.
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- www.rnib.org.uk
- www.abilitynet.co.uk
To follow any of the links mentioned within the Partnership Report 2001, please visit the links page.
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new targets
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- Continue to modify the branch network to ensure that the bank's premises comply with the Disability Discrimination Act's requirement to overcome physical barriers by 2004.
Alan Green, Operations and Compliance Manager, Property Management
- Complete implementation of the staff training programme on the Disability Discrimination Act.
Brian Taylor, Chair of Disability Discrimination Act Working Party
- Evidence improvements in the accessibility of the bank's and smile's websites.
Mark Byrne, Head of Banking Products
Bob Head, Chief Executive, smile
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