Anna Bligh In-Touch with need for more Accessible Banking practices

In our last blog post you’ll recall DGI pondered if Anna Bligh AC would bring her “Absolutely everybody” stamp to her new role as CEO of the Australian Bankers’ Association (ABA).

On 26 April, DGI team members Gisele Mesnage, James Newton and Robyn Lee had the unique opportunity to meet with Anna in person at the ABA’s head office in Sydney.  We were impressed by her grasp of the concerns we raised and her commitment to addressing these concerns.

We can say now that Anna Bligh has hit the ground running in terms of bringing a fresh approach to her role.

Among the broad range of current banking accessibility issues we raised were:

We also touched on the questions of:

  • accessible authentication;
  • new cardless and contactless mobile phone transactions and other new technologies used in banking; and
  • the closure or redesign of bank branches.

Anna Bligh hinted that she is planning for the ABA to convene a round table in June to bring together various representatives to discuss the future of the Accessible Banking Services Standards, and how the current issues might be addressed more effectively.

DGI expresses its deep gratitude to Anna for meeting with us so soon after her appointment, and for her warm welcome to us. The meeting gave us confidence that our concerns were heard and will not be dismissed.

Listen to Gisele Mesnage interviewed by Peter Greco about our meeting with Anna Bligh, CEO of the Australian Bankers Association on 5RPH

Can we Bank on Anna Bligh bringing the “Absolutely Everybody” stamp to her new role?

When she was Queensland Premier, Anna Bligh championed the state’s “Absolutely everybody” disability policy, saying that “a Queensland that is inclusive and accessible to all community members will be better for everyone.”

The “Absolutely Everybody” theme was based on the popular song by Vanessa Amorosi, featured in her 1999 album, “The Power”.

In February 2017, Anna Bligh was appointed CEO of the Australian Bankers’ Association (ABA).

After publishing our first editorial on CommBank’s Albert EFTPOS tablet way back in September 2015, we were invited to an interview with the ABA and informed that their Industry Standards on Accessibility of Electronic Banking, introduced in 2002, were currently under review.  The ABA further informed us that they would be consulting with stakeholders on updating these standards to ensure the ongoing accessibility of banking in a digitally changing environment (with hopes that the review would be completed by mid-2016).  Some twelve months later we had heard nothing further, so reached out to the ABA and were advised in December 2016 that the review was still underway and that we would receive an invite early in the New Year with a copy of the draft principles for comment.  Upon receiving in late January we were disappointed that this redrafting had replaced the standards with “Guiding Principles for Accessibility”, so in effect what would appear to be a watering down, upsetting at a time when more and more inaccessible EFTPOS terminals and other devices used in retail are being released onto the market totally unregulated.

We have since submitted our response to the ABA’s draft of their “Accessibility Guiding Principles for banking services” highlighting our concerns that they fall well short of providing an effective pathway to Accessible Banking Products and Services.

We are sadly unable to share our set out concerns, and our recommendations, until the Principles have been finalised which will not be until at least mid-year.  Rest assured though, in our usual way we have provided open, constructive feedback, with the objective of assisting the ABA and its member banks to better serve the community, especially people with disability, older persons and others who experience barriers to inclusion in the digital transformation era.

What we can explain to our faithful readers here, however, is the difference between Standards and Guiding Principles.

Principles are quite different from both rules and standards – at least from a legal standpoint.  Both rules and standards provide a framework that is, in theory, sufficient for resolving a particular issue in a legal dispute, whereas the term, “principle” only provides guidance for the interpretation or application of a rule or standard. Principles by themselves do not resolve legal issues.

We can also cite the following information on the benefits of standards from the Standards Australia website:

“Australian Standards ensure goods and services consistently perform the way they are intended. They support the economy, improve safety and health, use our national resources more efficiently and improve our quality of life.

  1. Standards give businesses and consumers’ confidence that the goods and services they are developing or using are safe, reliable and will do the job they were intended for.
  2. Standards provide a platform on which to build new and exciting ideas. As our world changes, new Standards are introduced to reflect the latest technologies, innovations and community needs – redundant Standards are discarded.
  3. Products that comply with Australian Standards have a competitive edge over products that don’t – consumers know the difference. Australian exporters using international Standards have a head start when they move into overseas markets.
  4. Standards ensure products manufactured in one country can be sold and used in another. Standards reduce technical barriers to international trade, increase the size of potential markets and position Australian firms to compete in the world economy.

Standards help make laws and regulations consistent across Australia. Standards offer an alternative to regulation, with less red tape and business costs, while still providing security for families and small business consumers.”

On 15 April 2002, when Dr Sev Ozdowski OAM, Acting Disability Discrimination Commissioner, launched the inaugural ABA’s Standards for making electronic based services more accessible to people with disabilities and older Australians, there was a resounding note of optimism in his address, and a sense of commitment from the ABA and its member banks to meet the challenge of implementing the standards.  It was evident that a lot of hard work and collaboration between the ABA, the banks and community stakeholders had gone into developing the standards.  And generally speaking, the standards led to marked improvements for accessible banking services in the intervening years.

The challenge for Anna Bligh now is to ensure that the ABA invests in accessibility of banking services for Absolutely Everybody.  You can perhaps start helping her in her new role by signing our Change.org petition.

Commbank’s new EFTPOS “Albert”: Accessibility short-changed

by Gisele Mesnage and Ted McCoskey

Our first editorial is not published with the intent of naming and shaming the Commonwealth Bank of Australia (CBA) or any other business. Our message is that the story of Albert highlights the need for national, compliance-based standards on digital accessibility.

Albert is a new touch-screen tablet EFTPOS payment device developed and promoted by CBA in partnership with global hardware and software specialist Wincor Nixdorf and design firm IDEO.

Albert has been available to Australian merchants since March 2015 and the bank is marketing it to retailers, cinemas, restaurants and other businesses and government services that use EFTPOS terminals.

When CBA initially announced the coming of Albert in a media release on 17 July 2012, it proclaimed, “Albert, created using the Android Ver 4.0 operating system, is a first-of-its kind solution in the market. Moving beyond the parameters of traditional, simple payment devices, the human-centric design of Albert has been specifically created to improve customer interaction.”

But that “human-centric design approach”, which the media release, states was “engineered from the ground-up”, does not appear to encompass use by customers of diverse abilities and needs. Accessibility does not appear to have been integrated into the design from the ground-up.

Finish Reading: Commbank’s new EFTPOS “Albert”: Accessibility short-changed