Bank Accessibility Declaration and Measures
The Bank believes in providing courteous, quality and equal service to all of its clients.
This service perception guides the Bank in its many efforts toward ensuring that its services are accessible to all clients with disabilities, enabling them to take advantage of all of the Bank’s services in the most dignified, equal and independent manner.
The Bank, accompanied by Access Israel, invests great resources and efforts in introducing accessibility adjustments to various Bank structures and services pursuant to the Equal Rights for Persons with Disabilities Law, 5758-1998 and the regulations passed by force thereof, and even beyond.
With any question or request relating to accessibility for the disabled, contact the First International Bank of Israel Group Accessibility Coordinator using the contact details set forth below.
Following is information on Bank accessibility adjustments:
Branch Accessibility Adjustments
The Bank has and continues to take measures toward enabling our disabled clients access to our branches, ensuring a convenient visit to the Bank and enabling them access to all kinds of services offered at the branch.
Following is a list of the accessibility adjustments offered at our accessible branches:
• Accessible entrance
• Accessible service station/counter, adapted for people of restricted mobility.
• Adjusted waiting areas.
• Loop hear system at the service station/counter for people with hearing disabilities.
• Accessible restrooms in or near the branch.
• Disabled parking near the branch.
• Accessible elevator.
• Accessible signage.
• Voice instructions for using a device, see “ATM and Customer Station Accessibility” below.
For information about the accessibility adjustments in the various branches, visit the branch locator screen and conduct a search using different criteria.
Additional Service Adjustments:
Accessible service – All Bank employees undergo training on the provision of courteous and accessible service.
No lines for people with disabilities – Disabled clients, bearing a certificate exempting them from lines, may request service at the branch without waiting on line. To obtain service, refer to the clerk in the relevant station. This adjustment does not apply to Bank services requiring prior scheduling.
Guide dogs and service – All Bank branches permit entrance to guide dogs and service animals.
Assistance with forms and reading aloud – If necessary, we will be happy to help you read and complete forms. Clients who encounter difficulties with forms are welcome to request assistance from the clerk at the relevant station.
Translation to sign language – Where a meeting is scheduled at the Bank on complex business matters that require an extended meeting with a Banking professional, contact the branch or the Bank’s Accessibility Coordinator (contact details below) to request translation to sign language.
The request may be submitted no later than 14 days prior to the meeting date.
Written and oral information accessibility
The Bank is geared to respond to client requests for written and oral information.
1) Reading written information (up to 3 pages) – Provided immediately at the branch. Where more than 3 pages are necessary, clients can coordinate a meeting in advance with the branch.
2) Oral information will be handwritten for the client or presented in print.
3) Using a hearing aid (loop hear system).
4) Requests for information accessibility using other formats (accessible digital files/enlarged print/audio files/braille and others) – Contact the branch or the Accessibility Coordinator (contact details below).
5) For your convenience, several popular files were converted into an audio file. To download the files, click the link below:
• Beneficiary declaration
• Request to update general account management details
• NIS loan application
• NIS loan application – Spitzer method
• Single account commission plan membership, change, cancellation notice
• Account card approval
In addition, information on Bank and branch accessibility adjustments is available at the bank service center at 03-513-0049.
ATM and Customer Station Accessibility
Our ATM and self-service stations were adjusted to enable access and operation by people with various disabilities, including people with impaired vision, people with physical disabilities, limited mobility (wheelchairs, electric scooters and crutches), people of short stature and clients speaking different languages, all as required by the accessibility law, regulations and standards.
Following are the available ATM and customer station adjustments:
Accessibility for Limited Mobility
The structure of the device and its installation were adapted in a manner that enables convenient access to those using a wheelchair and people of short stature. The height of the screen and operating measures, such as buttons/keyboard, printout and credit card opening were adjusted to practical use.
Accessibility for Impaired Vision
Reading screens and operating instructions – The automatic machines were installed with a special software (TTS – Text To Speech) that reads the text appearing on the screen along with adjusted operating instructions. Reading is automatically activated when attaching earphones to the machine’s earphone socket. The socket is suited for regular earphone, such as those used for a mobile phone or music player.
Important! The client must obtain earphones before using the station in order to activate the machine reading service.
• On ATM’s, the earphone socket is located left of the keyboard or right of the center of the screen.
• At the client station outside of the branch, a rectangular earphone socket is adjacent to the center of the screen on the right.
• At the client station in the branch, the earphone socket is located right of the keyboard or left of the card slot.
Voice regulation – All devices enable control of the volume. Some are equipped with a button to regulate the volume when activating the device reading option.
The volume button is located on the earphone socket (the earphone socket is a prominent rectangular device). Where a device does not have such a button, clients can use the keyboard button left of the “0” – on the lower left side of the keyboard. The volume increases with the first four presses of the button. When pressed for the fifth time, the volume reverts to its original level.
Keyboard – The device keyboard was made accessible with projecting text on required buttons: A prominent point on the main button, “5”, and a prominent mark on the buttons on the right column.
Screen display – Letter size and color contrast were adapted for the visually disabled.
Audio signage – All Bank branches are installed with a Step Hear system to direct the visually disabled. The system is installed at the entrance to the branch, providing audio directions to the ATM’s and client stations. To activate the Step Hear system, use the bracelet that provided free by the Center for the Blind in Israel or by using the cell phone (to this end, the Step Hear application must be downloaded to the cell phone).
Operating hours – Response times have been extended.
Call Center Accessibility Adjustments
The Bank’s call routers and customer service call centers are accessible. Using these services, the routers are not recorded with background music and the message is read slowly and in simple language.
Customer service call center: 03-513-0049. For information on accessibility, select Extension 3.
Alternatives to calling the call center and telephone service
A client who finds it difficult to receive service over the phone is welcome to send the branch a fax, subject to the current restrictions and permitted fax transactions. The fax number for each branch is available on the “Branch Locator” in this site. To locate a branch, press here.
The First International Bank of Israel recognizes the importance of ensuring that all of its services are accessible, including the various digital services offered to its clients.
The Bank has invested a great deal in order to ensure that its website and mobile application is accessible, as per service regulations.
The website was adjusted using the User1st system, as per the accessibility regulations for ensuring website accessibility and pursuant to Israeli Standard 5568 in this regard, while complying with the guidelines set forth by W3C for AA level accessibility – ECAG 2.0.
To use the accessible site, press the word “Accessibility” on the upper right left corner of the screen. The menu will enable you to select the appropriate option and review the website’s Accessibility Declaration (press “Accessibility Declaration”). The Accessibility Declaration also provides recommendations and guidelines on accessible surfing.
Feel free to contact us with any question or problems encountered when surfing the site by contacting the website support center by e-mail at email@example.com or by phone at 03-513-0003.
In addition, you may report issues using the “Feedback” button on the accessibility menu or contact the Bank’s Accessibility Coordinator (contact details below).
Exemptions and Alternatives
• Documents online can be otherwise provided by contacting the branch or calling the Bank’s customer service call center at 03-513-0049.
• The option of opening an online account, requiring use of a cellular application that combines video chats and document photocopies, is not accessible. Alternately, we developed the option of filing an application to open an account online, which will be further handled by the branch.
Subject to the Bank price list, a person bearing a valid disabled certificate is entitled to execute 4 clerk-mediated transactions per month at the price of a direct channel transaction. To receive the benefit, contact your branch. Be sure to present a valid disabled certificate.
Contacting the Accessibility Coordinator
We will be happy to help with any question, request, comment or suggestion relating to accessibility for people with disabilities. Feel free to contact the Accessibility Coordinator.
Mrs. Ruth Dayan – Accessibility Coordinator
Address: 7 Yitzhak Sadeh St., Tel Aviv