18 April 2024
Supporting Deaf and Hard of Hearing Australians at their local Bank Branch
2 min read
Suncorp Bank has rolled out a new Auslan interpreting service, allowing Deaf and Hard of Hearing customers better access to banking services across its branch network.
Through a partnership with Auslan Services, customers will be able to access high quality Video Remote Interpreting (VRI) in every branch, linking them to an interpreter for support managing their money and banking needs.
Suncorp Bank Executive General Manager, Consumer Distribution Chris Fleming said the service would support customers as part of the Bank’s commitment to accessibility and inclusion.
“Everyone’s situation is unique, and so are their financial needs. That’s why we take steps to ensure Suncorp Bank customers can manage their finances in a way that works well for them. That goes for being able to access and use our services, products and platforms,” Mr Fleming said.
Working with our customers
Suncorp Bank began offering the service after receiving feedback from Deaf and Hard of Hearing customers that a trip to their local branch could potentially be a stressful and frustrating experience.
Chris Fleming said, “it’s vital our Deaf and Hard of Hearing customers feel more connected to our team, can access all services we provide, and, ultimately, meet their financial goals.”
Suncorp Bank branch receptionist:
Hello, how are you?
Shawn, Suncorp Bank customer, signing to camera:
Hi, my name is Shawn. I’m Deaf. I’ve been with Suncorp Bank for six years.
For me, if I want to visit Suncorp Bank, I need to book a face-to-face interpreter a long time before, maybe eight weeks before my appointment. Most of the bank staff cannot sign in Auslan.
VRI (Video Remote Interpreting) has helped me so much when there’s no person available for face-to-face communication with. VRI Interpreting does make me feel able to fully access services in the bank. VRI can be used on different technology like a phone or an iPad or a laptop or even the TV computer screens.
Each Deaf person and Hard of Hearing person is different and we don’t want to assume. We want to ask what their preferred style of communication would be to match what they would like.
On screen message: For more information about booking VRI, go to www.suncorpbank.com.au.
Accessibility is a right, not a privilege
Ryan Gook from Auslan Services said the Deaf and Hard of Hearing community faces unique challenges in day-to-day life.
“One in six Australians are Deaf or Hard of Hearing. Introducing VRI can help build confidence in managing finances and ensure all Australians have access to Banking services,” Mr Gook said.
“We are proud to be working with Suncorp Bank on this important project to provide a stronger connection for those who use Auslan.”
Learn more about Suncorp Bank’s Auslan Interpreting Services and other accessible and inclusive banking support.
