Accessibility
Accessibility is a pillar in the design of all our projects, products, and services. As part of this commitment:
– We follow the W3C’s international digital accessibility guidelines, the Web Content Accessibility Guidelines (WCAG), which allows our digital content to be easily interpreted and fully applied using assistive technologies. These guidelines are outlined in the Accessibility Charter, available on our homepage, and in the Corporate Digital Accessibility Policy. In addition, we have a specialized team dedicated to the topic.
– Validation of Digital Channels: the entire development of the applications and websites draw on the best accessibility practices and tested on a large scale by people with and without disabilities to ensure autonomy and safety for all people.
– Customer service channels, such as chat, WhatsApp, and telephone are accessible and have a qualified team to serve all clients.
– We have a sign language Call Center for deaf clients or client with hearing impairment and/or speech difficulties. In this Call Center, we have attendants trained in Brazilian Sign Language and who also have hearing impairment. The Sign Language Call Center is available on bankline, the Itaú app, and brick-and-mortar branches and the service is provided using video calls.
– On our web pages, we provide a virtual sign language translator that identifies herself as Maya: an avatar developed using AI that translates texts and describes images into Brazilian Sign Language.
– Our clients self-reported as blind or visually impaired, who have a credit or debit card, have the option of receiving at home a kit containing a card printed in Braille, containing information about the card and how to unlock it. In addition, each client also receives the braille-printed credit card bill at home or a bill using enlarged characters.
– Itaú launched the first card that describes out loud the transaction process at the time of purchase thus allowing low vision or visually impaired clients to validate the transaction amount before entering the password. At the time of a card is requested, a kit is sent to the customer that includes the card with Voice Card technology, two cards with braille writing, and a letter with enlarged letters and braille marking, containing the necessary instructions for unlocking the card.
– Our brick-and-mortar branches have and inclusive, friendly architecture that meet the requirements of NBR 9050, and ATMs enable self-service for all people in accordance with NBR 15250, with voice instructions for people with visual impairment or low vision.