Accessibility for people with disabilities

Ramps, lifting platforms and automatic doors

If we're not able to install a ramp or lifting platform, we will provide a temporary ramp. Automatic doors are also installed in our branches.

Hotline number / call button

If structural limitations or footpath conditions don't allow us to provide a permanent or temporary ramp, we'll install a call button or display the branch hotline number so customers can get assistance from our staff.

Queue lines and guide paths for wheelchair users

We've replaced our traditional queue stands with queue lines marked on the floor, and we've introduced guide paths to provide wheelchair users with more space.

Wheelchair-accessible counters and meeting rooms

These facilities are available in our branches to meet customers’ special needs.

Wheelchair-accessible ATMs and passbook machines

Some of our ATMs are now positioned at a suitable height for wheelchair users. Our Passbook Update Machines are designed with sufficient room for easy access by wheelchair users.

You can find information about the accessibility features at individual branches in the Branch and Express Banking Locator section of our website.

Personal Internet Banking for visually impaired customers

To help visually impaired customers log on to Personal Internet Banking, we can provide a Security Device that features a larger display screen and audio capability.

We follow the requirements of the Web Content Accessibility Guidelines (WCAGs) when developing our Personal Internet Banking websites. The WCAGs are part of a series of web accessibility guidelines published by the World Wide Web Consortium's (W3C) Web Accessibility Initiative to make content accessible for disabled users. By using the 'Ctrl' and '+' keys, users can increase the size of the text and images on the HSBC homepage and Personal Internet Banking page to suit users’ needs.

Braille statements

If customers would like a Braille copy of their bank statement, they can contact any HSBC branch to arrange for this free service.

Guide dogs

Customers with guide dogs are welcome to visit our branches.

Tactile indicators

Tactile indicators are installed in our Express Banking centres to help guide visually impaired customers to an ATM that has voice navigation enabled.

Easy ATM service

Our Easy ATM service allows customers to choose larger fonts, more graphics and simpler processes when using our ATMs. We've also introduced large-screen displays and special keys (e.g. the digit '5', 'Clear', 'Cancel' and 'Enter' keys) to help elderly and visually impaired customers.

Voice-navigation-enabled ATMs

Customers with vision impairment can use headphones on voice-navigation-enabled ATMs and follow the voice prompts, which will talk them through the steps needed to complete their transactions.

The following ATM functions are supported by our voice-navigation features:

• Cash withdrawals
  
• Balance enquiries
• Transfers
• Changing your PIN

Step-by-step guide to voice-navigation-enabled ATMs

Step 1 – Plug your own headphones into the ATM to activate voice-navigation mode

To start using the voice-navigation-enabled ATM, plug your headphones (3.5mm jack) into the headphone socket on the ATM. The socket is on the right-hand side of the ATM underneath the keypad. Once you have plugged your headphones in, you will hear a message that talks you through the keypad and function key arrangements.

Step 2 – Adjust the volume and select a language

Next, adjust or confirm the volume level for messages. Press '8' to increase the volume, '2' to reduce the volume, or 'circle' to listen to the next message. Once you have confirmed the volume level, choose your preferred language. Press '1' for Cantonese, or '2' for English.

Step 3 – Insert your card and enter your ATM PIN

The card insertion slot is on the right hand side of the ATM and has an arrow on it. Follow the instructions to insert your ATM card into the slot and enter your ATM PIN.

Step 4 – Select the service you need

After you enter your PIN, you can choose any of the four services. Press '1' for cash withdrawals, '2' for balance enquiries, '3' for transfers or '4' to change your PIN. The ATM will guide you through each step along the way and ask you to press a key on the keypad to select each option.

Step 5 – Take your ATM card from the machine and remove your headphones

After you have finished using the service, please remember to take your ATM card from the slot and unplug your headphones before you leave.

Tips on using voice-navigation-enabled ATMs:

• We do not provide headphones. Please bring your own headphones (3.5mm jack) to use the voice-navigation-enabled ATM.
  
• Please do not unplug the headphones before you have taken your card. If you unplug the headphones during a transaction, the system will continue to process the confirmed transactions.
• Please remember to take your cash (if applicable), receipt and card after using the ATM.
• The whole process, from activating the voice-navigation-enabled ATM to using the services you need, may take around 10 minutes. We recommend familiarising yourself with the location of the keypad and the symbols before you begin.
• The most frequently used numbers for making selections are 1, 2, 3 and 4.
• During the transaction, you can press the vertical line '|' to correct an action, press 'circle' to confirm the action or press 'x' to cancel it.

Assistive listening system: induction loop system

This is compatible with hearing aids equipped with a T-switch. It blocks out the surrounding noise and helps hearing-impaired customers communicate with staff.

Live Chat

Live Chat is a service on our website that lets you communicate with us using instant messaging. Whether you need help managing your accounts, are curious about HSBC products, or have general inquiries about certain accounts, transactions or applications, you can now chat with us in real time.

Find out more about Live Chat.

Community Care Counters in our branches provide express counter services to customers in need.

Every HSBC branch has Community Care Ambassadors who have received training in basic sign language and have basic knowledge of dementia to help them understand the challenges faced by many customers and offer appropriate assistance.

Visit our Mobile Branch to enjoy convenient and easy self-service banking services.

Find your nearest Mobile branch.