HSBC aims to ensure our banking services are accessible to customers with different needs, including the elderly and people with disabilities.
Branch
Permanent ramp / Lifting platform / Temporary ramp
If a permanent ramp or lifting platform cannot be installed due to various objective constraints, a temporary ramp will be provided.
The accessibility information in the Branch and Express Banking Locator section of our company website can be found.
Hotline number / Call button
If a permanent or temporary ramp cannot be provided due to limitations of building structures or footpath conditions, a hotline number of the branch will be displayed or a call button will be installed to facilitate customers to seek assistance from bank staff when needed.
Wheelchair accessible counter / meeting room
For wheelchair users and other customers in need.
Assistive Listening System – Induction loop system
Compatible with hearing aids equipped with a T-switch to keep persons with hearing impairment free from surrounding noise and assist them in communicating with staff.
Community Care Ambassadors
There are Community Care Ambassadors in every HSBC branch who can provide support to any customers in need. They have received different trainings (e.g. basic sign language, introduction to dementia) to learn about the challenges faced by these customers and enable them to offer appropriate assistance.
ATM
Wheelchair accessible ATM
Passbook machine with leg room for wheelchair
ATM with voice navigation enabled
A visually-impaired customer can use a headphone on a *voice navigation-enabled ATM and follow voice prompts that walks them through the steps needed to complete banking transactions.
These ATM functions are supported by voice navigation feature:
- Cash withdrawal
- Balance enquiry
- Transfer
- Change PIN
*Select “Voice Navigation-Enabled (ATM)” service under the “Refine search” function of Branch and Express Banking Locator
Easy ATM service
The Bank's Easy ATM service enables elderly customers to choose larger fonts, more graphics and simpler work processes when using our ATMs.
In addition, large-screen displays and special keys (e.g. on the digit "5", 'Clear', 'Cancel' and 'Enter' keys) were introduced to help the elderly and visually impaired customers.
Digital Banking
To help visually impaired customers log on to HSBC Online Banking, HSBC provides a physical Security Device that features a larger display screen and audio capability. HSBC Mobile Banking also supports built-in screen readers and accessibility features.
We follow the requirement of Web Content Accessibility Guidelines (WCAG) 2.0 in developing our public websites as well as HSBC Online and Mobile Banking. The WCAG 2.0 is part of a series of web accessibility guidelines published by the World Wide Web Consortium's (W3C) Web Accessibility Initiative with an aim to enable the contents accessible primarily for disabled users. By simply using the "Ctrl" and "+" keys, both text and images on our public websites and HSBC Online Banking can be adjusted and enlarged to suit the wider needs of the community. HSBC Mobile Banking also supports built-in accessibility features for visually impaired customers.
Digital Banking and Phone Banking Services
HSBC provides digital services on HSBC Online and Mobile Banking to help hearing impaired customers to manage their accounts.
HSBC Online Banking:
- Report lost credit cards
- Report lost debit cards
- Activate new credit cards
Customers can use ‘Live Chat’ to:
- Report lost ATM cards
- Cancel credit cards, debit cards and ATM cards
- Report unauthorised transactions on credit cards, debit cards, ATM cards and bank accounts
- Book appointments for banking services
HSBC Mobile Banking:
- Report lost debit cards
Customers can use ‘Chat with us’ to:
- Report lost ATM cards
- Cancel credit cards, debit cards and ATM cards
- Report unauthorised transactions on credit cards, debit cards, ATM cards and bank accounts
- Book appointments for banking services
They can also authorise third-parties to handle the following through Phone Banking:
- Report lost cards (ATM, credit and debit cards)
- Report ATM or credit cards trapped in ATM