Human Rights and Equal Opportunity Commission
Access Audit
Automatic Teller Machines
January 2000
Moxon, Green and Associates Pty Ltd
PO Box 4834
NORTH ROCKS NSW 2151
02 9639 9110
Contents
3.0 Executive summary and recommendations
4.1.1 People with vision impairment
Audit findings
Audit findings
Audit findings
Audit findings
Audit findings
4.2.1 Bank A
4.2.2 Bank B
4.2.3 Bank C
4.2.4 Bank D
4.2.5 Bank E
4.2.6 Bank F
1.0 Introduction
Electronic commerce (E-commerce) is rapidly becoming an important feature of business in Australia. More and more businesses are providing opportunities for customers to contact them, order goods or services and pay for them using electronic means.This contact might be by phone where information is keyed in using the telephone key pad, via the Internet by logging onto a company's web site, by E-mail, by the use of EFTPOS terminals in shops and by the use of Automatic Teller Machines to deposit money or withdraw cash.
These new methods of dealing with businesses can offer the customer increased convenience and in some cases speedier service.
People with disabilities, however, can be significantly disadvantaged in the use of these new technologies. This can and does occur when the design of equipment does not accommodate the needs of the different abilities of potential users.
People with disabilities are disadvantaged when designers assume that all users will have good eyesight, the ability to grasp small objects, the ability to manipulate with their fingers, the comprehension to understand complex instructions and routines and the ability to stand close to machines and devices in order to operate them.
Many components of the electronic commerce infrastructure seem to have been designed with exactly these abilities assumed. Many web sites, for example, assume the ability to navigate using sight. Many EFTPOS key pads are touch sensitive and can only be operated by sighted persons. Some Automatic Teller Machines (ATMs) have been installed at the top of steps, preventing wheelchair users from accessing them or are designed with keys and keypads out of reach of wheelchair users.
The Attorney General has called on the Human Rights and Equal Opportunity Commission to inquire into the implications of electronic commerce (e-commerce) on older people and people with disabilities.
This report forms part of that inquiry and is confined to the physical access
aspects of using ATMs.
2.0 Scope of the Project
The project is confined to an audit of a number of ATMs nominated by the six major Australian trading banks – Westpac, National Australia Bank, ANZ, St George, Colonial and Commonwealth.The Deputy Disability Discrimination Commissioner wrote to each bank and requested it to nominate six ATMs, three in branches and three in other locations, including in the Sydney CBD and in Sydney suburbs. Banks were asked to nominate ATMs which are "good examples of accessible design".
The contractor was asked to audit 10 to 15 of the sites nominated.
It is not suggested that the sites chosen by the contractor are necessarily representative of all the ATM installations in Australia. They are, however, representative of the ATM installations that the major banks believe to be "good examples of accessible design".
In auditing the ATMs, the contractor was guided by the draft checklist developed by the Human Rights and Equal Opportunity Commission. In addition, reference was made to the following Australian Standards:
- AS 3769 (1992), Automatic Teller Machines – User Access,
- AS 1428.1 (1998), Design for Access and Mobility Part 1: General requirements for access – New building work, and
- AS 1428.2 (1992), Design for Access and Mobility Part 2: Enhanced and additional requirements – Buildings and facilities.
3.0 Executive summary and recommendations
3.1 Executive summary
Sixteen ATM locations were audited to assess their accessibility for people
with disabilities. The locations were nominated by major banks as being "good
examples of accessible design". Some of the locations were within the Sydney
Central Business District (CBD) and some in Sydney suburbs. Locations included
ATMs in bank branches, in shopping centres and arcades, and in footpath settings.
Many people with disabilities are unable to use the audited Automatic Teller Machines (ATMs). This is mostly due to the basic design of the ATM rather than the siting of machines. With some exceptions, the siting of the ATMs that were audited is appropriate. Where the siting is inappropriate, it is due to slopping footpaths or approaches, slippery floors or reflections in windows or from floors.
People with severe vision impairment (including, of course people who are blind) are unable to use the ATMs unaided due to there being no audio output on any machine audited. In addition, no machine had tactile indicators of the orientation that the card must have for it to be accepted by the ATM, no machine had appropriate tactile indicators on the keys on the key pad, and many ATMs had poor contrast and font size on screen messages.
People who might have difficulty understanding the processes needed to be followed to operate the ATMs (including people with intellectual disability, people on medication which affects their cognitive processes, and some older people) might find the procedures difficult to learn due to their varying between banks and in some cases between ATMs belonging to the same bank.
People with physical disabilities (including wheelchair users, those using walking aids, and those with poor hand function) are significantly disadvantaged by the design of the ATMs. On all ATMs the keypad, and card and money slots are positioned too high and too far away from the user to allow the ATM to be operated when facing it. Most wheelchair users can only operate ATMs by sitting side-on to the machine. For some this is simply not possible and for others it can cause medical problems due to twisting of the spine.
People who use walking aids find they have no grab-rail to hold onto and no shelf, in most cases, on which to rest their bags while operating the ATM. Ironically, the ATMs with a shelf achieve it by recessing the keyboard and screen even further away from the customer.
People with poor hand function are disadvantaged by the keys being close together and by the difficulty of grasping their card to retrieve it and grasping their cash and receipt.
The shortcomings of ATMs cited above are not confined to any particular bank.
All banks have ATMs which are not usable by people with disabilities, or are
only usable with considerable difficulty.
3.2 Recommendations
Recommendation 1
Australian Standard AS 3769 (1992), Automatic Teller Machines – User Access,
needs to be reviewed by Standards Australia as a matter of urgency to ensure
that it properly reflects the access needs of all people with disabilities,
including:
- Tactile indicators on keys and other controls,
- Standardising the layout of controls and other features,
- Developing designs that place controls and other features within the reach of wheelchair users,
- Developing screen displays that are easier to read (large font, strong contrast, consistent terminology),
- Circulation space (size and gradients) that is consistent with AS 1428.2,
- Audio and voice recognition systems, and
- Consistent screen menus and operating procedures across banks.
Recommendation 2
Pending the revision of AS 3769, banks should refer to AS 1428.1 and AS 1428.2
for guidance on the design, siting and installation of ATMs, paying particular
attention to locating controls within the reach of wheelchair users and the
installation of audio interfaces. In addition, banks should reinstall ATMs,
where possible, to allow wheelchair users to get closer to the machine (space
for users' feet can be provided by opening up the space under some ATMs.).
4.0 Access audit
4.1 Access by disability type
4.1.1 People with vision impairment
Access Requirements
Signs
People with vision impairment need to be able to locate an ATM before they can use it. Appropriate signs can assist in this process as can an environment that is free from hazards such as obstacles protruding at head height.Environment
An environment free from distracting and confusing reflections will assist people with vision impairment to locate the ATM.Controls and information
To operate an ATM, people with severe vision impairment and people who are blind need to be able to locate the card slot, the money and receipt slots and the keypad. Those with some vision need a screen with messages in large font with sufficient contrast. Reflections of lights on the screen often make screens difficult to read.People who cannot read the screen need an alternative means of being informed
of the steps to take and the progress of their transaction.
Audit findings
Signs
Signs to guide people to ATMs are inadequate for people with vision impairment – they are placed too high above the ground, have fonts that are too small and in some cases colours with insufficient contrast.Environment
In some shopping centre and arcade environments, reflections in shop windows and from highly polished floors could cause hazardous distractions for people with vision impairment.Controls and information
None of the card slot indicators on the ATMs audited has any form of tactile indication about the correct orientation of the card.The position of every item on the ATM (card slot, keypad, money slot, screen and function keys, receipt slot and waste bin slot) varies from ATM to ATM, even ATMs belonging to the same bank. This means that there is no opportunity for people with vision impairment to memorise the location of the controls or other features.
None of the ATMs audited has any form of auditory communication device. Keypads do not, in general, offer any tactile indicators (a few have a tactile indicator on the #5 and some have tactile indicators on the "change", "cancel" and "ok" keys).
People with vision impairment are also disadvantaged by reflections on the screen and by poor contrast between the message and the background, and by the font size of the message.
The contractor observed a woman who uses a wheelchair and who also has a vision
impairment asking a stranger to read the message on the screen. Her inability
to read the message was due to reflections.
4.1.2 People with hearing impairment
Access Requirements
In general people who are deaf or have a hearing impairment do not have major
problems in using ATMs. However, many people who are deaf use Auslan as their
first language and use English as a second language.
Instructions should always be in plain language and use diagrams and symbols where possible .
Audit Findings
In general, the instructions on ATMs are couched in straightforward language but the instructions vary from ATM to ATM, making them difficult to memorise.4.1.3 People with intellectual disability
Access Requirements
Signs
To be able to use ATMs, people with an intellectual disability need to be able to locate the ATM, understand what needs to be done to use it, be able to use the controls, and be given sufficient time to complete each step of the transaction.People with an intellectual disability often comprehend more readily signs that include graphics instead of, or as well as, text. Where text is used, it needs to be in straightforward language, avoiding jargon and acronyms.
Instructions
Most access cards are now accepted by most ATMs. This means that people with intellectual disability should be able to use their card in all the ATMs that will accept it. Standardisation of the instructions for using the ATM, including the use of symbols, would facilitate this.Time delays
People with intellectual disability can often need longer to process information and make decisions about the action to take. This means that ATMs need to allow sufficient time for a decision to be made before the machine defaults to a "fail" situation.Audit Findings
Signs
None of the signs indicating the presence of an ATM include any graphical representation, other than bank logos. Depending on the bank, Automatic Teller Machines are called "Night and Day Bank", "Autobank", "Flexiteller", "Multicard ATM" or "ATM". This proliferation of terms does little to assist people with intellectual disability to locate an ATM.Instructions
The instructions on the ATM screen varies from bank to bank and the screens often are used to advertise bank products. The variety of instructions makes it difficult for people with an intellectual disability to have access to the full range of ATMs that are available to the rest of the population.It should be noted that people with hearing impairment (who often use English as a second language) and people from non English speaking backgrounds would also benefit from standardised, straightforward instructions.
Time delays
AS 3769 does not address this issue and there appears to be no Australian Standard which indicates appropriate time delays for people with intellectual disability. However, the delay times built into the ATMs audited seemed to be adequate (delays of up to 30 seconds did not result in a "fail" situation) for many people with intellectual disability to satisfactorily operate the ATM.4.1.4 People with physical disabilities
Access Requirements
Signs
People with physical disabilities that restrict their mobility need to know whether there is an ATM in their vicinity and if so, where it is. Signage, showing the most direct accessible route to the ATM, is of paramount importance to people with limited stamina.Accessible route and siting
People with physical disabilities need to be able to get to the ATM. That is, the route from the car park or street must be barrier free. In addition, the ATM needs to be sited on a level surface with sufficient circulation space to allow manoeuvring (particularly in a wheelchair). The site must also be non slip so that ambulant people with disabilities can safely move in the area.Controls
The ATM has to be able to be operated once it has been located and reached. To do this would be users must be able to reach and operate the controls and be able to retrieve their card and collect their cash and any receipt.Determining where controls and other features need to be so that they are within reach or people with disabilities is difficult.
The Australian Standard AS 3769 – 1990 Automatic Teller Machines – User Access appears to be in conflict with AS 1428.1 (1998), Design for Access and Mobility Part 1: General requirements for access – New building work, and AS 1428.2 (1992), .Design for Access and Mobility Part 2: Enhanced and additional requirements – Buildings and facilities. This conflict is in the requirements for the location of controls (keypads, card slots, money slots, etc) so that they are accessible to people with disabilities – particularly people using wheelchairs.
AS 1428.1 does not refer specifically to ATMs, but an indication of the positioning of controls can be obtained from Figure 23 dealing with washbasins, which specifies where taps should be located. This information is reinforced by AS 1428.2 Figure 35 Payphones.
It is clear from both AS 1428.1 and AS 1428.2 that, for controls to operable by a wheelchair user, they need to be located 800 to 1100 mm from the floor and be at least 400 mm closer to the person than a vertical line drawn through the person's toe line (i.e. where the person's toe touches the wall or other barrier).
AS 3769 Clause 4.6.2 provides a height range for the "user interface" of 685 mm and 1370 mm from the floor and not less than 500 mm from an internal corner. No mention is made of the proximity of the interface to the user – that is, how close to the person it should be.
AS 3769 does not adequately address the access needs of many people with disabilities.
This means that, until it is reviewed and reissued, ATMs which comply with its
specifications may nevertheless be inaccessible to many people with disabilities.
Audit Findings
Signs
Few of the ATMs audited have signs that can be read from any distance and none have signs in car parks or the entrances to shopping centres or arcades indicating that an ATM is located inside. No ATMs are designated as "accessible" in any signs.Accessible route and siting
Most of the audited ATMs are adequate in this regard. Some, however, are sited on sloping ground and others are located in areas with highly polished marble or terrazzo floors, creating a very real hazard for people with ambulant disabilities.Controls
No ATM that was audited has all of its controls located so that they are reachable by a person using a wheelchair unless the person sits side-on to the ATM, twisting their body around to reach and operate the controls.However, all the ATMs actually complied with the Australian Standard which deals with this issue (AS 3769). None of the ATMs meets the requirements of AS 1428.1 or AS 1428.2.
On the ATMs audited, the height above the floor of the buttons next to the screens is up to 1250 mm. This is higher than the maximum height of controls specified in AS 1428.1, which is 1100 mm, but within the range specified in AS 3769.
The difficulty caused by the height of the controls is exacerbated by the screen being mounted up to 150 mm further away from the operator than a vertical line through the person's toe (i.e. the part of the person's body which limits how close they can get to the ATM). This compares with the requirements of AS 1428.1 and AS 1428.2. which provide for controls to be a minimum of 400 mm closer to the person than person's toe.
Some ATMs, then, have controls 550 mm further away from the person than required.
Reaching the controls is, of course, necessary but not sufficient to operate the controls. Simply being able to reach controls does not mean one has sufficient stability to adequately control one's movements so the controls can be operated. Users need to be able to retrieve their cards, money and any receipts.
All of the ATMs audited were difficult to use – especially by people with poor
hand function. AS 3769 specifies that cards, money and receipts should protrude
by a minimum of 30 mm from the fascia of the ATM or any surround, but on most
ATMs the card is ejected so that only 25 mm of the card protrudes. On some ATMs
the money slot has a surround that impedes the grasping of the notes.
4.1.5 Older people
Access Requirements
Older people, just like all other people, may have a disability. In fact some
50% of people over 65 years of age report they have a disability. The disabilities
that older people have are much the same as those of younger people. For older
people with a disability to be able to use ATMs the same considerations as have
already been discussed need to be addressed.
In addition however, some older people tend to avoid using new technology until they are comfortable with it. Even when comfortable with the technology, older people, probably more than younger people, are very conscious of their safety.
Before using ATMs older people need to feel confident that they can use one without getting into difficulty and embarrassing themselves. This means that not only will all the access issues need to be addressed, but older people will need to be made aware that accessing ATMs is straightforward.
While safety is an issue for all people using ATMs, older people are more conscious
of it and unlikely to use an ATM if there is a perception that they could easily
be robbed.
Audit Findings
There appears to be no provision for the security needs of older people in the siting of ATMs.4.2 Access by Banking Corporation
4.2.1 Bank A
The ATMs that were audited were located as follows:
ATM A1 In a security lobby at a city branch (two ATMs)ATM A2 In a city street, mounted through the bank wall (one ATM), and
ATM A3 In the public lobby of a Sydney CBD entertainment venue (one ATM) along with ATMs owned by a number of other banks and other financial institutions.
| ATM A 1 Located in a security lobby at a city branch (two ATMs) | ||
| Access provision | Comment | |
| Signage | This ATM site is well signed. The sign is visible as the bank is approached and is of good contrast with a large font. | |
| Parking | No parking is provided – street parking is extremely limited. | |
| Route to ATM | Access from the street is via a ramp
that does not comply with AS 1428.1 – it has a gradient of 1:11.5 (which
is too steep to be safely negotiated by wheelchair users. The maximum allowable
gradient is 1:14), has no level area at the security key slot (dangerous
for wheelchair users and people with ambulant disabilities) and does not
have handrails (which assist people with ambulant disabilities).
As this entrance is also the entry to the bank branch, it means access to the whole branch does not meet the provisions of AS 1428.1. |
|
| Doors | The door to the lobby exceeds 800mm (minimum width required by AS 1428.1) and is self opening. The sensor responds to a wheelchair user. | |
| Card access slot for door | The card access slot can be reached by a wheelchair user, but it is located on a slope of 1:11.5 (max allowable 1:14). | |
| User space | The ATM user space is level, with a non-slip surface and there is sufficient circulation space. | |
| Height, angle and reach | Refer to Section 4.1.4
for a discussion of this issue.
This ATM cannot be operated by a wheelchair user unless the user approaches it side on, and twist his/her body to operate the controls. Many people who use wheelchairs are unable to do this. There is no shelf on which to rest bags. |
|
| Card reader (card slot) | The card reader has a graphic that shows the orientation needed for the card, but it has no tactile indicator. The flashing light next to the card reader assists people with a vision impairment to locate the slot. | |
| Keypad / keys | The keypad / keys have
tactile indicators only on the "5", "change", "cancel" and "ok" keys.
The keys alongside the screen do not "line up" with the choices for people using wheelchairs due to parallax error. |
|
| Screen | The screen has reasonable
contrast but the font is small and there is no audio output.
Advertisements on the screen could confuse some users. There is no "start" instruction. There is distracting reflection from the ceiling lights for wheelchair users. |
|
| User interface | No telephone or other device
allows people with vision impairment to use this ATM.
The delay times between functions cannot be varied, but appear to be adequate. |
|
| ATM A 2 Located in a city street, mounted through the bank wall (one ATM), | |
| Access provision | Comment |
| Signage | This ATM site is well signed. The sign is visible as the bank is approached and is of good contrast with a large font. |
| Parking | No parking is provided. And street parking is extremely limited. |
| Route to ATM | Access to this ATM is across a relatively flat surface from the footpath. |
| Doors | Not applicable |
| Card access slot for door | Not applicable |
| User space | The user space is on a slope of 1:27
which meets the minimum requirements of AS 3769 but not the enhanced requirements.
There is adequate circulation space. |
| Height, angle and reach | Refer to Section 4.1.4 for a discussion
of this issue.
This ATM cannot be operated by a wheelchair user unless the user approaches it side on, and twist his/her body to operate the controls. Many people who use wheelchairs are unable to do this. There is no shelf on which to rest bags. |
| Card reader | The card reader has a graphic that shows the orientation needed for the card, but it has no tactile indicator. |
| Keypad / keys | The keypad / keys have tactile indicators
only on the "5", "change", "cancel" and "ok" keys.
The keys alongside the screen do not "line up" with the choices for people using wheelchairs due to parallax error. |
| Screen | The screen has reasonable contrast
but the font is small and there is no audio output.
Advertisements on the screen could confuse some users. There is no "start" instruction. There is distracting reflection from the ceiling lights for wheelchair users. |
| User interface | No telephone or other device allows
people with vision impairment to use this ATM.
The delay times between functions cannot be varied. |
ATM A1
Gradient to door of security lobby exceeds 1:12 (max allowable is 1:14). There
is no handrail.
ATM A1
With toes against wall, card slot and controls are out of reach
| Access provision | Comment |
| Signage | There are no signs indicating the location of the ATMs in the lobby of the entertainment venue. |
| Parking | Parking is available for customers using the ATM located at the entertainment venue, including disability specific parking. The designated parking is appropriately signed and the floor appropriately marked with the international access symbol. |
| Route to ATM | The route from the parking area, which
is also the route to the entertainment venue, is flat and well lit. It includes
a lift which is basically accessible.
The doors from the car park into the lift lobby are difficult to open unaided by a wheelchair user. The route from the street is accessible. |
| Doors | The main entrance to the entertainment venue is through a self opening door. |
| Card access slot for door | No applicable. |
| User space | The user space is flat and slip resistant.
There is adequate circulation space. |
| Height, angle and reach | Refer to Section 4.1.4 for a discussion
of this issue.
This ATM cannot be operated by a wheelchair user unless the user approaches it side on, and twist his/her body to operate the controls. Many people who use wheelchairs are unable to do this. There is no shelf on which to rest bags. |
| Card reader | The card reader has a graphic that shows the orientation needed for the card, but it has no tactile indicator. |
| Keypad / keys | The keypad / keys have tactile indicators
only on the "5", "change", "cancel" and "ok" keys.
The keys alongside the screen do not "line up" with the choices for people using wheelchairs due to parallax error. |
| Screen | The screen has reasonable contrast
but the font is small and there is no audio output.
Advertisements on the screen could confuse some users. There is no "start" instruction. There is distracting reflection from the ceiling lights for wheelchair users. |
| User interface | No telephone or other device allows
people with vision impairment to use this ATM.
The delay times between functions cannot be varied. |
4.2.2 Bank B
The ATMs that were audited were located as follows:ATM B5 A freestanding machine, located in a major shopping complex in North Sydney and
ATM B6 At a branch in the Sydney CBD – one ATM is mounted through the bank wall with access from the street, the other is located in the bank.
| Access provision | Comment |
| Signage | There is no sign to guide people to the ATMs. |
| Parking | Parking is available for customers using the ATM located at the entertainment venue, including disability specific parking. The designated parking is appropriately signed and the floor appropriately marked with the international access symbol. |
| Route to ATM | The route from the parking area, which
is also the route to the entertainment venue, is flat and well lit. It includes
a lift which is basically accessible.
The doors from the car park into the lift lobby are difficult to open unaided by a wheelchair user. The route from the street is accessible. |
| Doors | The main entrance to the entertainment venue is through a self opening door. |
| Card access slot for door | No applicable. |
| User space | The user space is flat and slip resistant.
There is adequate circulation space. |
| Height, angle and reach | Refer to Section 4.1.4 for a discussion
of this issue.
This ATM cannot be operated by a wheelchair user unless the user approaches it side on, and twist his/her body to operate the controls. Many people who use wheelchairs are unable to do this. There is no shelf on which to rest bags. |
| Card reader | The card reader has a graphic that shows the orientation needed for the card, but it has no tactile indicator. |
| Keypad / keys | The keypad / keys have no tactile indicators,
are not raised above the surface of the keypad and are close together, making
it difficult to locate each key.
The keys alongside the screen do not "line up" with the choices for people using wheelchairs due to parallax error. |
| Screen | The screen does not reflect lights due to being recessed into the wall. Font size and colour contrast are adequate. |
| User interface | This ATM makes no provision for people with vision impairment, for people with poor hand function or for people who may have difficulty understanding the processes needed to operate the ATM. |
ATM B5
This ATM is located in a recessed space next to a shop in a shopping centre.
The site has a slippery floor which is dangerous for ambulant people with disabilities,
reflections from the floor and windows are confusing for people with vision
impairment and there is no signing to assist with locating the ATM
| Access provision | Comment |
| Signage | There are no signs indicating the location of the ATM other than on the "store directory" signs which indicate the level on which the ATM is located. |
| Parking | Commercial, public parking is available, including designated accessible bays. |
| Route to ATM | The route to the shopping complex from
the car parking is flat, well lit and signed. As indicated above, the signs
do not guide one to the ATM, only to the shops generally.
The route includes a lift which does not comply with all provisions of AS 1735.12, but which is usable with assistance. The ATM is about 500 metres from the designated parking bays. |
| Doors | Not applicable. |
| Card access slot for door | Not applicable |
| User space | The user space is flat and there is
sufficient circulation space.
The floor surface is not slip resistant and would pose a hazard to people with ambulant disabilities. |
| Height, angle and reach | Refer to Section 4.1.4 for a discussion
of this issue.
This ATM cannot be operated by a wheelchair user unless the user approaches it side on, and twist his/her body to operate the controls. Many people who use wheelchairs are unable to do this. There is no shelf on which to rest bags. |
| Card reader | The card reader has a visual graphic indicating the correct orientation for the card but no tactile indication. |
| Keypad / keys | The keypad / keys have no tactile indicators,
are not raised above the surface of the keypad and are close together, making
it difficult to locate each key.
The keys alongside the screen do not "line up" with the choices for people using wheelchairs due to parallax error. |
| Screen | The screen does not have distracting reflections and the messages are in large font with sufficient contrast – either black on white or white on green, depending on the message. |
| User interface | This ATM makes no provision for people with vision impairment or for people with poor hand function or for people who may have difficulty understanding the processes needed to operate the ATM. |
| Access provision | Comment |
| Signage | No sign indicates the presence of these ATMs. |
| Parking | No parking is provided. Street parking is extremely limited and the area around the ATM has a steep gradient. |
| Route to ATM | The route to this bank branch is via a footpath which has steep gradients in places (up to 1:10). |
| Doors | No door needs to be used to access the external ATM. The self opening door to the bank responds to wheelchair users and is wider than 800 mm., giving access to the internal ATM. |
| Card access slot for door | Not applicable. |
| User space | The is sufficient circulation space
to operate both ATMs.
The footpath area where the external ATM is located is not flat and has a gradient of 1:13 (maximum allowable 1:40). The surface is non-slip. The user space around the internal ATM is carpet. |
| Height, angle and reach | Refer to Section 4.1.4 for a discussion
of this issue.
This ATM cannot be operated by a wheelchair user unless the user approaches it side on, and twist his/her body to operate the controls. Many people who use wheelchairs are unable to do this. There is no shelf on which to rest bags. |
| Card reader | The card readers on both ATMs have a visual graphic indicating the correct orientation for the card but no tactile indication. |
| Keypad / keys | The keypad / keys have no tactile indicators,
are not raised above the surface of the keypad and are close together, making
it difficult to locate each key.
The keys alongside the screen do not "line up" with the choices for people using wheelchairs due to parallax error. |
| Screen | The screens on both ATMs do not have distracting reflections and the messages are in large font with sufficient contrast – either black on white or white on green, depending on the message. |
| User interface | These ATMs make no provision for people with vision impairment or for people with poor hand function or for people who may have difficulty understanding the processes needed to operate the ATM. |
ATM B6
This ATM could be made more accessible to wheelchair users if an opening wre
made in the glass wall below the ATM to allow a user's feet to protrude into
the bank area
4.2.3 Bank C
The ATMs that were audited were located as follows:ATM C7 Two ATMs located in a security lobby in the Sydney CBD
ATM C8 Two ATMs located at a branch in a near city shopping complex – one ATM mounted through the bank wall, one ATM, free standing in bank, and
ATM C9 One free standing ATM located in a Sydney CBD shopping arcade.
| ATM C7 Two ATMs located in a security lobby in the Sydney CBD. | |
| Access provision | Comment |
| Signage | There is a sign indicating the presence of the ATMs, but no indication that they are accessible to people with disabilities. |
| Parking | No parking is provided and street parking is extremely limited. |
| Route to ATM | The route to the ATMs from the street is flat and without hazards. |
| Doors | The self opening door is wider than 800 mm and it responds to wheelchair users. |
| Card access slot for door | The card access slot (which must be used to gain access out of business hours) is 1000 mm from the ground and within reach of a wheelchair user. |
| User space | The user space is flat and carpeted. There is sufficient circulation space. |
| Height, angle and reach | Refer to Section 4.1.4 for a discussion
of this issue.
This model of ATM has its controls located closer to users than any other ATM audited. However, it still cannot be operated by a wheelchair user unless the
user approaches it side on, and twist his/her body to operate the controls.
Many people who use wheelchairs are unable to do this. There is no shelf on which to rest bags. |
| Card reader | The card readers on both ATMs have a visual graphic indicating the correct orientation for the card but no tactile indication. |
| Keypad / keys | Keys on both ATMs have no tactile indicators
for people with vision impairments. Font on keys is small.
Keys next to screen do not "line up" with choices for wheelchair users due to parallax error. |
| Screen | The screens on both ATMs have distracting
reflections.
The messages are in large font with sufficient contrast – white font on blue or black, depending on the message. |
| User interface | These ATMs make no provision for people with vision impairment or for people with poor hand function or for people who may have difficulty understanding the processes needed to operate the ATM. |
ATM C7
Of the ATMs audited, this was the most accessible ATM for a wheelchair
user. The card can be inserted, and the keypad used, but the keys next to the
screen are out of reach and they do not line up with the choices on the screen.
| Access provision | Comment |
| Signage | No external signs indicated the presence of the ATMs. |
| Parking | Parking is available in a commercial car park. Designated disability bays are available but the ceiling is too low to allow operation of a wheelchair roof hoist. Higher ceilings are available on other levels but access between floors is by a long ramp. |
| Route to ATM | The route to the ATMs from the car park is flat or via a long ramp from some car park levels. |
| Doors | The door to the bank is self opening and it responds to wheelchair users. |
| Card access slot for door | Not applicable. |
| User space | The user space for both ATMs is flat and there is sufficient circulation space. The surface inside the bank is carpeted. The surface outside the bank is polished terrazzo and is slip hazard for people with ambulant disabilities. |
| Height, angle and reach | Refer to Section 4.1.4 for a discussion
of this issue.
This ATM cannot be operated by a wheelchair user unless the user approaches it side on, and twist his/her body to operate the controls. Many people who use wheelchairs are unable to do this. There is no shelf on which to rest bags. |
| Card reader | The card readers on both ATMs have a visual graphic indicating the correct orientation for the card but no tactile indication. |
| Keypad / keys | Keys on both ATMs have no tactile indicators
for people with vision impairments. Font on keys is small.
Keys next to screen do not "line up" with choices for wheelchair users due to parallax error. |
| Screen | The screens on both ATMs have distracting
reflections.
The messages are in large font with sufficient contrast – white font on blue or black, depending on the message. |
| User interface | These ATMs make no provision for people with vision impairment or for people with poor hand function or for people who may have difficulty understanding the processes needed to operate the ATM. |
| ATM C9 One free standing ATM located in a Sydney CBD shopping arcade. | |
| Access provision | Comment |
| Signage | No signs indicated the location of this ATM, other than a sign on the ground floor indicating the level that all stores are located on. |
| Parking | No parking is provided. Street parking is extremely limited and the terrain has steep gradients (up to 1:10). |
| Route to ATM | The route to the ATM is difficult to
locate. The shopping arcade has a number of entrances but only one (semi)
accessible entrance to the level on which the ATM is located.
Access is via a non-conforming (to AS 1428.1) short ramp (20mm step in ramp) from the footpath and through a self opening door which responds to a wheelchair user. The route includes traversing a highly polished terrazzo floor that is a slip hazard to people with ambulant disabilities. |
| Doors | The self opening door to the arcade responds to a wheelchair user and is wider than 800 mm. |
| Card access slot for door | Not applicable. |
| User space | The user space is flat and there is
sufficient circulation space.
The surface is highly polished and is a slip hazard to people with ambulant disabilities. |
| Height, angle and reach | Refer to Section 4.1.4 for a discussion
of this issue.
This ATM cannot be operated by a wheelchair user unless the user approaches it side on, and twist his/her body to operate the controls. Many people who use wheelchairs are unable to do this. There is no shelf on which to rest bags. |
| Card reader | The card reader on this ATM has a visual graphic indicating the correct orientation for the card but no tactile indication. |
| Keypad / keys | Keys on both ATMs have no tactile indicators
for people with vision impairments. Font on keys is small.
Keys next to screen do not "line up" with choices for wheelchair users due to parallax error. |
| Screen | The screen on this ATM has distracting
reflections.
The messages are in large font with sufficient contrast – white font on blue or black, depending on the message. |
| User interface | This ATM makes no provision for people with vision impairment, for people with poor hand function or for people who may have difficulty understanding the processes needed to operate the ATM. |
ATM C9
Reflections from the floor and shop windows make it difficult for people with
vision impairment. The slippery floor is a hazard for people with ambulant disabilities.
4.2.4 Bank D
The ATMs that were audited were located as follows:ATM D11 One ATM mounted through the bank wall at a branch located in the Sydney CBD, and
ATM D12 One ATM located through the wall of a building on a Sydney CBD street.
| ATM D10 One ATM mounted through the wall of a bank branch in the Sydney CBD. | |
| Access provision | Comment |
| Signage | An external sign mounted high above the footpath indicates the presence of the ATM. The font size on the sign is small. |
| Parking | No parking is provided. Street parking is extremely limited and the street has a steep gradient (1:12). |
| Route to ATM | The route to the ATM from the footpath is, in part, on a gradient of 1:11.5. |
| Doors | The door to the bank branch is not self opening and is heavy to open. |
| Card access slot for door | Not applicable. |
| User space | The user space is on a gradient of 1:11.5. |
| Height, angle and reach | Refer to Section 4.1.4 for a discussion
of this issue.
This ATM cannot be operated by a wheelchair user unless the user approaches it side on, and twist his/her body to operate the controls. Many people who use wheelchairs are unable to do this. There is no shelf on which to rest bags. |
| Card reader | The card reader on this ATM has a visual graphic indicating the correct orientation for the card but no tactile indication. |
| Keypad / keys | Keys on this ATM have no tactile indicators
for people with vision impairments.
The keys next to the screen do not "line up" with the choices for wheelchair users due to parallax error. |
| Screen | The screen on this ATM has distracting
reflections.
The messages are in large font but with poor contrast. |
| User interface | This ATM makes no provision for people with vision impairment or for people with poor hand function or for people who may have difficulty understanding the processes needed to operate the ATM. |
ATM D10
This ATM is located on a slope with a gradient of 1:11.5 (max allowable is 1:14).
This is a hazard for people with ambulant disabilities and wheelchair users.
| Access provision | Comment |
| Signage | No external signs indicated the presence of this ATM. |
| Parking | No parking is provided. No street parking is available. |
| Route to ATM | The route to the ATM from the footpath is flat and presents no slip hazards. |
| Doors | The door to the bank branch is heavy to open and does not have an opening of 800mm. |
| Card access slot for door | Not applicable. |
| User space | The user space is flat, non slip and provides sufficient circulation space. |
| Height, angle and reach | Refer to Section 4.1.4 for a discussion
of this issue.
This ATM cannot be operated by a wheelchair user unless the user approaches it side on, and twist his/her body to operate the controls. Many people who use wheelchairs are unable to do this. There is no shelf on which to rest bags. |
| Card reader | The card reader on this ATM has a visual graphic indicating the correct orientation for the card but no tactile indication. |
| Keypad / keys | Keys on this ATM have no tactile indicators
for people with vision impairments.
The keys next to the screen do not "line up" with the choices for wheelchair users due to parallax error. |
| Screen | The screen on this ATM has distracting
reflections.
The messages are in large font but with poor contrast. |
| User interface | This ATM makes no provision for people with vision impairment or for people with poor hand function or for people who may have difficulty understanding the processes needed to operate the ATM. |
ATM D12
Installing the ATM on a ledge and in from the building face has exacerbated
the access difficulties of this ATM. Many wheelchair users would not be able
to get even as close as shown because their wheelchair footplates would hit
the step.
| ATM D12 One ATM located through the wall of a building on a Sydney CBD street. | |
| Access provision | Comment |
| Signage | A sign indicates the presence of this ATM. The sign has appropriate colour contrast and font size. |
| Parking | No parking is provided and no street parking is available. |
| Route to ATM | The ATM is located on the footpath which is level. |
| Doors | Not applicable. |
| Card access slot for door | Not applicable. |
| User space | The user space is flat, non slip and has sufficient circulation space. |
| Height, angle and reach | Refer to Section 4.1.4 for a discussion
of this issue.
This ATM cannot be operated by a wheelchair user unless the user approaches it side on, and twist his/her body to operate the controls. Many people who use wheelchairs are unable to do this. There is no shelf on which to rest bags. |
| Card reader | The card reader on this ATM has a visual graphic indicating the correct orientation for the card but no tactile indication. |
| Keypad / keys | Keys on this ATM have no tactile indicators
for people with vision impairments.
The keys next to the screen do not "line up" with the choices for wheelchair users due to parallax error. |
| Screen | The screen on this ATM has distracting
reflections.
The messages are in large font but with poor contrast. |
| User interface | This ATM makes no provision for people with vision impairment or for people with poor hand function or for people who may have difficulty understanding the processes needed to operate the ATM. |
4.2.5 Bank E
The ATMs that were audited were located as follows:ATM E14 One ATM mounted through the wall of a bank branch located in a Sydney suburban street, and
ATM E15 Two ATMs mounted through the wall of a bank located in a shopping plaza in the Sydney CBD.
| Access provision | Comment |
| Signage | These ATMs are indicated by a sign with appropriate colour contrast and font size. |
| Parking | Parking, including designated accessible parking bays, is available in a nearby shopping complex. Street parking is extremely limited. |
| Route to ATM | The route to the ATMs from the parking is through the shopping complex. It is some 500 metres from the parking bays to the ATMs. The route is mostly flat but it does include a short distance with a gradient of 1:20. |
| Doors | The bank doors are self opening and respond to a wheelchair user. |
| Card access slot for door | Not applicable. |
| User space | The user space is not flat for the
required 1000 mm (1400 mm preferred) out from the ATMs. The level surface
extends for 800 mm and then a gradient of 1:7.5 is encountered.
In addition, a drainage grate is located on the route to the ATMs and it has a broken section leaving a hole of 30mm by 100 mm which is a hazard for people in wheelchairs, people using a walking cane, people using crutches and others. |
| Height, angle and reach | Refer to Section 4.1.4 for a discussion
of this issue.
This ATM cannot be operated by a wheelchair user unless the user approaches it side on, and twist his/her body to operate the controls. Many people who use wheelchairs are unable to do this. There is a small shelf on which to rest bags, provided by putting the controls even further out of reach. |
| Card reader | The card reader on these ATMs have a visual graphic indicating the correct orientation for the card but no tactile indication. |
| Keypad / keys | Keys on this ATM have no tactile indicators
for people with vision impairments.
The keys next to the screen do not "line up" with the choices for wheelchair users due to parallax error. |
| Screen | The screens on these ATMs have distracting
reflections.
The messages are in large font but with poor contrast. |
| User interface | This ATM makes no provision for people with vision impairment or for people with poor hand function or for people who may have difficulty understanding the processes needed to operate the ATM. |
ATM E13
The gradient at this site is up to 1:7.5 with less than 800mm of flat area
| Access provision | Comment |
| Signage | A sing indicates the presence of the ATM but it is difficult to see from more than about 50 metres due to being blocked by other signs. |
| Parking | No parking is provided. Street parking is available. A car park for a shopping centre is located about 300 metres away, but the designated accessible parking bays do not comply with AS 1428.1 (area is not level). |
| Route to ATM | The footpath is level and non slip. The kerb ramps are steeper than 1:8 and do not all have a smooth transition between the road and the ramp. |
| Doors | The door to the bank is self opening and it responds to a wheelchair user. |
| Card access slot for door | No applicable. |
| User space | The user space is flat and non-slip. There is sufficient circulation space. |
| Height, angle and reach | Refer to Section 4.1.4 for a discussion
of this issue.
This ATM cannot be operated by a wheelchair user unless the user approaches it side on, and twist his/her body to operate the controls. Many people who use wheelchairs are unable to do this. There is a small shelf on which to rest bags, provided by putting the controls even further out of reach. |
| Card reader | The card reader on this ATM has a visual graphic indicating the correct orientation for the card but no tactile indication. |
| Keypad / keys | Keys on this ATM have no tactile indicators
for people with vision impairments.
The keys next to the screen do not "line up" with the choices for wheelchair users due to parallax error. |
| Screen | The screen on this ATM has distracting
reflections.
The messages are in large font but with poor contrast. |
| User interface | This ATM makes no provision for people with vision impairment or for people with poor hand function or for people who may have difficulty understanding the processes needed to operate the ATM. |
| Access provision | Comment |
| Signage | A sign indicates the presence of the ATMs. It is mounted high above the footpath and has appropriate colour contrast and font size. |
| Parking | No parking is provided. Street parking is limited. |
| Route to ATM | Access from the street is flat and non slip. |
| Doors | The door to the bank is self opening and it responds to a wheelchair user. |
| Card access slot for door | Not applicable. |
| User space | The user space is flat and non slip. There is sufficient circulation space. |
| Height, angle and reach | Refer to Section 4.1.4 for a discussion
of this issue.
This ATM cannot be operated by a wheelchair user unless the user approaches it side on, and twist his/her body to operate the controls. Many people who use wheelchairs are unable to do this. There is a small shelf on which to rest bags, provided by putting the controls even further out of reach. |
| Card reader | The card reader on this ATM has a visual graphic indicating the correct orientation for the card but no tactile indication. |
| Keypad / keys | Keys on this ATM have no tactile indicators
for people with vision impairments.
The keys next to the screen do not "line up" with the choices for wheelchair users due to parallax error. |
| Screen | The screen on this ATM has distracting
reflections.
The messages are in large font but with poor contrast. |
| User interface | This ATM makes no provision for people with vision impairment or for people with poor hand function or for people who may have difficulty understanding the processes needed to operate the ATM. |
ATMs operated by several banks and other institutions at a Sydney entertainment
venue. None of the ATMs is accessible to people with disabilities without difficulty.
The siting of the waste bins adds to the difficulty for wheelchair users by
inhibiting their approaching the ATM side on.
4.2.6 Bank F
The ATMs that were audited were located as follows:ATM F17 One ATM free standing located in a major shopping centre in a Sydney suburb, and
ATM F18 One ATM mounted through the wall in the lobby of a Sydney CBD entertainment venue along with ATMs operated by a number of other banks and financial institutions.
| Access provision | Comment |
| Signage | No sign indicates the presence of the ATMs. |
| Parking | No parking is provided. No street parking is available. |
| Route to ATM | The general area is level. |
| Doors | The door to the bank is self opening and it responds to a wheelchair user. |
| Card access slot for door | Not applicable. |
| User space | The user space is level and non slip. There is sufficient circulation space. |
| Height, angle and reach | Refer to Section 4.1.4 for a discussion
of this issue.
This ATM cannot be operated by a wheelchair user unless the user approaches it side on, and twist his/her body to operate the controls. Many people who use wheelchairs are unable to do this. There is a no shelf on which to rest bags |
| Card reader | On these two machines the graphic indicating the correct orientation of the card is missing. |
| Keypad / keys | Keys on this ATM have no tactile indicators
for people with vision impairments. Keys are also flush with the panel,
making them difficult to locate.
The keys next to the screen do not "line up" with the choices for wheelchair users due to parallax error. |
| Screen | The screen on this ATM has distracting
reflections.
The messages are in a small font and the colour contrast is insufficient (green on black and yellow on black). |
| User interface | This ATM makes no provision for people with vision impairment or for people with poor hand function or for people who may have difficulty understanding the processes needed to operate the ATM. |
| Access provision | Comment |
| Signage | There is no sign indicating the presence of this ATM. |
| Parking | There is commercial parking available in the basement of the shopping centre. No street parking is available. |
| Route to ATM | |
| Doors | The door to the shopping centre is self opening and it responds to a wheelchair user. |
| Card access slot for door | Not applicable. |
| User space | The user space is level and non slip. There is sufficient circulation space. |
| Height, angle and reach | Refer to Section 4.1.4 for a discussion
of this issue.
This ATM cannot be operated by a wheelchair user unless the user approaches it side on, and twist his/her body to operate the controls. Many people who use wheelchairs are unable to do this. There is a no shelf on which to rest bags |
| Card reader | The card reader on this ATM has a visual graphic indicating the correct orientation for the card but no tactile indication. |
| Keypad / keys | Keys on this ATM have no tactile indicators
for people with vision impairments.
The keys next to the screen do not "line up" with the choices for wheelchair users due to parallax error. |
| Screen | The screen on this ATM has distracting
reflections.
The messages are in an appropriate font and the colour contrast is sufficient (yellow on blue). |
| User interface | This ATM makes no provision for people with vision impairment or for people with poor hand function or for people who may have difficulty understanding the processes needed to operate the ATM. |
ATM F16
None of the keys or controls can be reached on this ATM. The keypad cannot be
seen and the contrast on the screen is very poor. The card orientation graphic
is missing from both ATMs at this location.
| Access provision | Comment |
| Signage | There is no sign indicating the presence of this ATM. |
| Parking | Parking is available in the entertainment venue car park including designated accessible bays. |
| Route to ATM | The route to the ATM from the car park is flat. The doors to the lift lobby are heavy to open. |
| Doors | The door to the entertainment venue is self opening. |
| Card access slot for door | No t applicable. |
| User space | The user space is level and non slip. There is sufficient circulation space. |
| Height, angle and reach | Refer to Section 4.1.4 for a discussion
of this issue.
This ATM cannot be operated by a wheelchair user unless the user approaches it side on, and twist his/her body to operate the controls. Many people who use wheelchairs are unable to do this. There is a no shelf on which to rest bags |
| Card reader | The card reader on this ATM has a visual graphic indicating the correct orientation for the card but no tactile indication. |
| Keypad / keys | Keys on this ATM have no tactile indicators
for people with vision impairments.
The keys next to the screen do not "line up" with the choices for wheelchair users due to parallax error. |
| Screen | The screen on this ATM has distracting reflections. |
| User interface | This ATM makes no provision for people with vision impairment or for people with poor hand function or for people who may have difficulty understanding the processes needed to operate the ATM. |
5.0 Audit Checklist
The checklist that was used in the audit is attached.The checklist is a composite of a draft checklist developed by the Human Rights and Equal Opportunity Commission and elements of the Australian Standards AS 1428.1 and AS 1428.2.
Bank
PART I
Address
1.0 SIGNAGE
| Comments | ||
| 1.1 Is there an exterior sign identifying the facility? | ||
| 1.2 The sign visible as you approach the facility? | ||
| 1.3 Are the characters on a contrasting background? | ||
| 1.4 Is the font size adequate? |
2.0 EXTERIOR ACCESS
2.1 Parking
| Comments | ||
2.2 Route to the ATM
| Comments | ||
2.3 Doors
| Comments | ||
2.4 Card Access Slot for Entrance Door
| Comments | ||
3.0 ATM USER SPACE
| Comments | ||
4.0 ATM INSTALLATION
4.1 Height, angle and reach
| Comments | ||
PART II
5.0 ATM COMPONENTS
5.1 Card Reader/ATM Activation
| Comments | ||
5.2 Keypad/keys
| Comments | ||
5.3 Screen
| Comments | ||
5.4 User interface
| Comments | ||
| 5.4.2 Are instructions in clear, simple language? | ||
| 5.4.4 Can input times be adjusted? |