The words of that Tina Turner song ring in the ears of many –
Simply the best
Better than all the rest.
But even when you are at the top of the tree, you have to be continually paying attention to ensure that you stay there.
Many a sporting team has learned that hard lesson. I still vividly recall the fall of the mighty Australian cricket team, and my pain as I endured the ashes of 2005. You just cannot take your eye off the ball.
So, as Gail Kelly announces her retirement (and I don’t suggest that the two are related) Westpac has done just that. Yes, that organisation which the disability sector holds up as a bright light whose achievements should be the bench-mark for employment and access. The bank who have 13 % of their employees as people with disabilities, who recruited paralympic champions, and led in many areas of building and internet access.
Just as the citizens of a number of countries were during the GFC, I’ve been locked out of my bank. You won’t be surprised to hear that I’m talking about a virtual lockout – access to the Westpac banking app has been removed for me.
I do the vast majority of my banking through my iPhone. I can’t quite make my wife’s claim of not having walked through the door of a bank branch this century, but I would come pretty close.
Westpac upgraded their online banking platform several months ago, and as part of that upgrade they changed the front screen of their app. I can key in my customer number and password, and the voice on my iPhone speak them back to me. Once this is done, the user is expected to press the Go button. Except while people can see the Go button on the screen it isn’t labelled – so my screenreader does not speak it to me. So I’m locked out.
I could ring up and use telephone banking. I could open my computer – something I do less and les these days – and do my banking online. But the app door is locked for me.
If the Go button did not operate for customers who could see it during the app testing which I am sure took place, the app would never have been released. But clearly no-one checked if the button operated using voice output, or if they did check they took no action to fix it. They took their eye off the access ball.
I finally spoke to Westpac today. The staff member with whom I spoke was friendly and apologetic. She said that they were aware of the problem, and it should be fixed in the next upgrade. So after the Christmas New Year break I can do my banking. Until then …’
The Sydney Olympic Organising Committee lost a court case about these issues fourteen years ago. Coles are currently being taken to court for lack of access for their online shopping site. US grocery sites are currently settling similar claims. The WWW Access Guidelines have been around for years.
For Simply The Best, this is Simply Not Good Enough. Just as we build buildings to be accessible for everyone, we should build virtual environments to be accessible for everyone.
That is why I am lodging my Disability Discrimination Act complaint against Westpac today, and seeking $100 compensation a day until this problem is fixed.
If you lock me out of my bank I’m banging down the door.
Inclusion or Exclusion – it’s your choice.