Accessibility
Accessibility is a pillar in the design of all our projects, products and services. As part of this commitment:
– We follow the international digital accessibility guidelines from W3C, the Web Content Accessibility Guidelines (WCAG) that make our digital content easy to interpret and fully operable with assistive technologies. These guidelines are outlined in the Accessibility Charter, available on our homepage, and in the Corporate Digital Accessibility Policy. We also have a specialized accessibility team;
– Validation of digital channels: all app and website journeys are developed based on the best accessibility practices and tested on large scale by persons with or without disabilities, ensuring autonomy and safety for all;
– Digital service channels, such as chat, WhatsApp and hotline, are accessible with a team qualified to serve all clients;
– We have a Client Service Center in the Brazilian Sign Language (Libras) for deaf, hearing-, and/or speech-impaired clients. We have hearing-impaired operators trained in Brazilian Sign Language in this call center. This Sign Language Service Center is available on the bankline, Itaú app, and at brick-and-mortar branches, with the service provided via video call;
– On our web pages, we provide a virtual sign language interpreter who identifies herself as Maya: An AI-powered avatar that translates texts and describes images into the Brazilian Sign Language;
– Our self-declared blind or visually impaired clients who have a credit or debit card can receive a tool kit at home containing a card printed in Braille, with information about the card and how to unlock it. Clients can also receive at home their credit card statements printed in braille or in enlarged characters;
– Itaú has launched the first card that voices the transactional process at the time of purchase, allowing low-vision or visually impaired clients to validate the transaction amount before entering their PIN number. At the time the client requests a card, they receive a tool kit that includes a Voice Card technology card, two cards with braille markings, and a letter with enlarged letters and braille markings with the necessary instructions for unlocking the product;
– Our brick-and-mortar branches feature inclusive and user-friendly architecture, meeting the NBR 9050 standard requirements, and the ATMs allow self-service for all people in accordance with NBR 15250 standard, with audio operation for low vision or visually impaired persons.