Accessibility - Improving your banking experience

Accessible banking for our customers

We want everyone to be able to access their banking in a way that meets their needs, our aim is to provide inclusive, flexible and accessible products and services.

To do this we work with the New Zealand Bankers' Association and accessibility partners. We're committed to the banking industry guidelines to help meet the needs of older and disabled customers.

We continue to use knowledge and insights to improve our products and services and your banking experience.

Supporting customers with hidden disabilities

We're proud to be the first bank in New Zealand to join the Hidden Disabilities Sunflower programme.

Wearing a sunflower lanyard or pin is a discrete way people can indicate they have a non-visible disability and may need additional support or assistance, such as more time when completing their daily banking needs.

Our frontline teams are currently undergoing training to help them understand more about hidden disabilities and how we can best support our customers that choose to wear a sunflower.

The sunflower helps our people and customers connect to ensure a great experience for those moments that matter. At ASB, we want all customers to feel supported whatever their needs. Regardless of whether you choose to wear a sunflower or not, please don't hesitate to talk to our team if there is something we can do to support you.

You can find examples of our products, services and support options below.

If you'd like to purchase a sunflower pin or lanyard, you can do so via the Hidden Disabilities Sunflower website - they are not currently available in our branches.

Accessible features of our products and services

Branches

We want everyone to be able to access our branches easily and with dignity.

Our branch design guidelines allow for accessible pathways and clear and prominent access.
Entrance signage has braille to communicate opening hours and days.
Our offices and meeting areas are designed with customer comfort and privacy in mind, ask our staff to assist you if you require any additional support in branch.

ATMs

Our ATMs can help you do a lot of your banking, even if you have some visual impairment.

All ASB ATMs have a standard headphone jack, so you can plug in your own headphones for spoken instructions for most transactions.
Almost all our ATMs are wheelchair accessible.
Our ATM locator lets you know which services are available at each ATM.
New stand alone ASB ATM lobbies have power assisted doors.

Cards

Our EFTPOS, Visa Debit, and credit cards now have both braille and a 'notch' to help identify the card and the correct orientations when using EFTPOS machines or ATMs.

We have moved all information to the back of the card. We are flat printing the information so it is legible, and will not wear off.

Our debit and credit cards now also have a yellow core so they are easier to identify in your wallet amongst other cards.

Digital banking

We strive to make our online banking as easy, safe, and accessible as possible, following WCAG 2.1 AA guidelines.

Our online services work with screen readers.
Our Mobile banking app lets you log in using your finger print or facial recognition (if supported by your device). It also uses the text size you've set.
You can use your Apple or Android Watch to view your account balances and more.
Use the "Feedback" option online or in the Mobile banking app if you need help.

Our language support services

We know our customers have a diverse range of communication needs. Our goal is to make sure that people can bank with confidence and understand the support and services we provide.

English as a second language

If you prefer to communicate in another language, we can help. Ask our friendly frontline team about using a translator.

Deaf or hard of hearing

If you are deaf or hard of hearing we partner with ISign to fund free sign-language interpreters and we welcome the use of NZ Relay service.

You can sign up for the NZ Relay service by clicking the button below.

NZ Relay Service

If you need to see us in branch our team can help arrange an interpreter for you, or you can contact iSign directly by using the iSign button.

iSign

Easy English documents

We've translated a number of our fact sheets and key information into Easy English to provide a different way to communicate important information.

Find our guides here

Translated key information sheets

We've translated some of our key information sheets into additional languages.

Find our translated key information sheets here

Making ASB accessible to everyone