Accessibility

We recognize the importance of providing services that are accessible to all users. For this reason, we continuously strive to develop new solutions that make your daily life easier. We design and adopt innovative technological applications that support equal access for people with disabilities, offering pioneering services to everyone within a properly designed and secure environment.

In this context, we implement a specialized training program for Branch staff, aimed at providing practical guidance for delivering high-quality service to customers with disabilities, in collaboration with experienced and reputable external partners. At the same time, dedicated reception areas have been established in 350 branches that have been transformed under the New Branch Model, facilitating the prompt identification and effective service of customers with disabilities.

As part of our commitment to universal accessibility, we develop specialized services that address the diverse needs of our customers, covering key categories of disabilities:

Visually impaired customers 

Piraeus Bank’s services are continuously upgraded and aligned with the accessibility features offered by modern smartphones, enabling easier navigation of the Piraeus app and remote acquisition of the Bank’s products. Customers with visual impairments can now activate their smartphone’s voice guidance service to carry out their daily transactions safely and independently, as well as access the Bank’s products via Piraeus e-banking.

Services for customers with visual impairments include:

• Guidance by a customer service representative throughout their visit to the branch, if they wish.
• Voice guidance functionality at 1,174 ATMs for withdrawals, with Braille signage and embossed numeric keypads. Braille markings have also been added to debit and credit cards for individuals (letters D & C). Indicatively, 2.2 million cards with Braille markings were issued in 2025.
• Provision of free alert packages upon presentation of a Disability Card.
• Execution of teller transactions without the need for two witnesses, through a special procedure.
• Execution of teller transactions via the “Remote Teller” service at branches equipped with VTS (Virtual Teller Station), using Braille-assisted markings and without the need for two witnesses.
• Accessibility of e-banking channels (web & mobile), as well as the Bank’s website.
• Ability to onboard new customers via the e-banking app (digital onboarding) for individuals and professionals, with contract signing without the need for two witnesses.
• Ability to send and sign contracts electronically via remote signing, without the need for two witnesses.
• Ability to communicate with the Call Center to perform banking transactions, receive portfolio updates, and obtain general information about the Bank’s products and services, through authentication via Piraeus phone banking.

Hearing impaired customers

Piraeus Bank offers deaf and hard-of-hearing individuals important services that facilitate their daily transactions and enable easy access to banking services.

Services for customers with hearing impairments include:

• Execution of teller transactions with staff trained in sign language for transactional matters, at branches equipped with VTS (Virtual Teller Station).
• Remote onboarding of new customers via the e-banking app (digital onboarding) for individuals and professionals, with staff trained in sign language for identification purposes.
• Provision of interactive machines in branches that have been transformed under the New Branch Model for transactions and information services.
• Service via chat through the Piraeus e-banking virtual assistant. The service is available 24/7 and provides immediate responses to queries and support for e-banking transactions/services.
• Written communication with the Call Center via the contact form on the Bank’s official website (piraeusbank.gr) as well as through Piraeus e-banking.

Customers with mobility impairments

Ensuring accessibility for individuals with mobility difficulties in branches is an area of strong focus for Piraeus Bank. For customers with mobility impairments, individuals with temporary disabilities, and other persons with reduced mobility (such as pregnant women, parents with strollers, young children, elderly individuals, etc.), most of our branches are designed with accessibility in mind and, where feasible, are equipped with lifts or ramps (portable or fixed).

Services for customers with mobility impairments include:

• Remote digital signing of documents and/or contracts via Remote Signing, without the need to visit a branch, as the process is completed through Piraeus e-banking.
  
• Opening an account, obtaining a debit card, and receiving e-banking credentials in less than 15 minutes through the Digital Onboarding service; the process is simple and conducted via video call with a trained employee in sign language
• Service at wheelchair height through the “Remote Teller” service at branches equipped with VTS (Virtual Teller Station).
• Easy movement within the branch’s interior spaces.
• Guidance by a customer service representative throughout their visit to the branch, if desired.

Customers with intellectual disabilities

Another area in which Piraeus Bank has chosen to invest is the personalized service of customers with intellectual disabilities.

Services for customers with intellectual disabilities include:

• Use of the meeting room, so that customers are in an environment free from external stimuli.
• Training of service staff on information, awareness and management strategies for people with ASD and/or intellectual disability.

Accessibility on the site

Our site complies with the AA level of the WCAG specifications.

Where possible we follow the specifications provided by the W3C and WAI (Web Accessibility Initiative) and the advice of people with screen reader experience. Designing with a single principle of universal design (Design for All) we offer a legible website, using specific color combinations and a clean font with a distinct size.

• Shortcut function. We added shortcuts at the top of our pages so that the user can bypass the menus. There is also a shortcut for the search field, as well as for the accessibility principles of our website.
• Navigation via Heading. The structure of the website is designed so that the reader can use the screen shortcuts to navigate from heading to heading.
• Use of images. All images are combined with text for easy reading using a screen reader.
• The links go where they should, we don't use "click here".
• The combinations of colors we use help to achieve the most satisfying -to the eye- contrasts (there is the possibility to choose between 2 other colors).
• Ability to change the font size without affecting the page format.

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