1. Introduction
At Bank of Ceylon (BOC), we are committed to providing fair and equitable access to financial products and services for all customers, irrespective of social status, physical ability, marital status, race, caste, gender, age, religion, or financial literacy. Our objective is to enhance financial inclusion and ensure that our services are accessible to everyone in our community.
2. Our Non-Discrimination Commitment
The Bank does not discriminate against financial consumers on grounds not relevant to the provision of financial services. We aim to ensure that every individual has an equal opportunity to access and benefit from our products and services.
Note: This policy does not preclude the Bank from offering specialized or exclusive products designed to meet specific demographic needs.
3. Accessibility Commitments
We are dedicated to providing fair and equal access to all banking services through the following initiatives:
3.1 Physical Accessibility
(a) Infrastructure: We comply with all general laws regarding accessibility, ensuring our physical infrastructure is inclusive for differently-abled and elderly customers.
(b) ATMs and Automated Equipment: We are taking necessary actions to improve accessibility for all customers by enabling screen readers and other assistive features on our ATMs and automated equipment.
(c) Accessible Cards: Upon request, we provide debit and credit cards with accessibility features for customers who require them.
3.2 Digital Accessibility
(a) Web Accessibility: Our web content is designed to be perceivable, operable, understandable, and robust. This includes support for font size adjustment, color contrast settings, full keyboard navigation, and compatibility with screen readers.
(b) Mobile Applications: Our mobile banking apps are designed to include accessibility features such as font and color adjustments, full navigability, and compatibility with screen reading software.
3.3 Information Accessibility
(a) Documents: We ensure that all customers are provided with necessary documents, terms and conditions, and adequate information to make informed decisions regarding our products and services.
(b) Assistance: Customers may receive assistance from a person authorized by them via a letter of authority, power of attorney, or a board resolution, as appropriate.
(c) Assistive Technology: We provide facilities and infrastructure within our premises to support the use of assistive technology and equipment.
4. Signature Verification
The Bank ensures that signatures, including electronic means of signature, are unambiguous and acceptable. For customers who cannot sign, thumbprints are treated with equal validity to conventional signatures. Our standardized verification process ensures consistency and security across our entire branch network.
5. Reporting and Complaint Handling
We value your feedback. If you have concerns regarding accessibility or experience any form of discrimination, or further details/assistance, you can reach out our Customer Experience Management unit at Head Office.
Contact details:
Address :
Customer Experience Management Unit,
Bank of Ceylon, 22nd Floor,
“BOC Square”, No.1,
Bank of Ceylon Mawatha,
Colombo 01
T.P. : 011-2435814 / 011-2204750 / 011-2204751 (During working hours)
Fax : 011-2435815
Email : bocexmgt@boc.lk
Web : Filling "Online Customer Relations Form” in Bank of Ceylon website (www.boc.lk)
We are committed to resolving your concerns promptly and effectively and we are here to support you throughout the process.
