Barrier-free Banking

Access to Financial Services for Everyone

Ziraat Bank is prioritizing an accessible banking approach and carrying out initiatives to increase access to services for individuals with disabilities. These initiatives include making it easier to receive services physically at branches, providing facilities for individuals with disabilities at ATMs, and incorporating development through digital channels and innovative technologies. The bank has carried out initiatives to ensure its customers receive a more comfortable service at its branches, including:

• Completing the installation of tactile walking surfaces in all branches to make visually impaired individuals feel safer. These initiatives continue in renovated or newly opened branches to be optimized for visually impaired individuals.
• In branches with level differences, the number of ramps for individuals with orthopedic disabilities is 1,015, while the number of branches without level differences has been increased from 487 to 564. In branches with greater level differences, work on elevator systems continues, and the number of existing elevators has been increased from 63 to 80.
• Non-slip strips are installed on all branch staircases.
• All branches have raised letter information panels on entrance doors for visually impaired customers and call buttons for both orthopedically and visually impaired customers. This application ensures a comfortable service experience.
• The total number of accessible restrooms in Ziraat Bank branches has been increased from 280 to 350 in 2025.

As a complement to the services offered to customers, 253 ATMs for orthopedically disabled customers and 7,001 ATMs for visually impaired customers continue to provide barrierfree banking services. At the same time, Ziraat Bank supports all sections and transaction processes at its ATMs with Braille signage. To increase access to services for visually impaired customers, all ATMs offer an audio menu service via a headphone jack. Ziraat Bank does not limit its services within the scope of barrierfree banking to branches and ATMs. It also provides in-class sign language training to Video Call Center employees in accordance with the “Regulation on Remote Identification methods to be Used by Banks and Establishment of Contractual Relationship in Electronical Environment". This training is reinforced with e-learning courses on Approaching Disability and Sign Language, thereby improving the quality of services offered to individuals with disabilities. Efforts are being made to ensure uninterrupted service for individuals with disabilities in situations where access to branches and ATMs is limited or impossible. The bank aims to make its barrier-free banking approach more inclusive and accessible through digital banking solutions. In this regard, efforts are ongoing to promote voice guidance, screen reader compatibility, high-contrast interfaces, and customizable accessibility settings. This will enable the bank to provide banking services to all its customers with disabilities.