An Excellent Save

Several weeks ago in this blog I wrote about Westpac and how I was “locked out” of my bank. This was because the Go button on the banking app did not work for users operating via voice output.

So it is only fair that I tell the rest of the story.

There were two issues about which I was upset. The first was that, because the Go button did not work, I was effectively prevented from doing my banking, or “locked out”. The second issue was Westpac’s response – whilst the member of staff to whom I spoke was friendly and helpful, her response indicated that Westpac were aware of the problem, and that there was no immediate plans to address it. So I was blocked – during the Christmas and new year period – from using an app which I had used perfectly happily for a number of years before it was upgraded. But other customers who did not use voice output were not. I felt excluded, and I felt hurt.

A previous occasion when I, and many other Australians with disabilities, were hurt in this way was when Myer’s Bernie Brookes said, on the day of the increase of the medicare levy to part-fund the National Disability Insurance Scheme, that this was money which would not be spent in Myer stores. Hundreds of people with disabilities reacted to this comment. The next day, Myer made an apology straight from the Claytons song book.

On that occasion I expressed how hurt I was by that half-hearted apology, and challenged Myer to do something positive, and commit to an employment target of 10% of people with disabilities. This was a challenge I had issued to many other employers, and 30’000 Australians supported my call.

Westpac took a very different approach. The head of the relevant IT area in the bank contacted me personally, after I had published my blog, apologised, and explained that Westpac took access for everyone very seriously. He and I then worked together to narrow down the cause of the issue. So unlike Myer, Westpac made a full apology and sought my support to resolve the problem.

It turned out after further investigation that the problem only occurred when My braille keyboard was connected to my iPhone – whenever I disconnected it, the Go button magically reappeared. Westpac have tracked this down to incompatability between the Go button, which is a generic Apple tool, and braille keyboards. Westpac have reported this to Apple, and are moving to return to the old login process – which did not use Apple’s generic Go button – until Apple solve this incompatability.

There is a clear lesson here for all businesses. Whether a business, or an individual, none of us are infallible. So it’s how you go about dealing with the mistake which is important. I am no longer “locked out” of my bank, and I have withdrawn my discrimination complaint.

You can be Myer My Store and say my way or the highway, or you can be flexible and support diversity like Westpac, and stay simply the best.

One thought on “An Excellent Save

  1. This week I had to deal with a large insurance company who have a policy of not supplying comprehensive motor insurance to people who own a car but have no driving licence. I was enquiring on behalf of my son who, as a person with disabilities has chosen not to drive, but who has recently gained a car for his support workers to transport him. Their policy locks out people in my son’s situation. They have been made aware that this is discriminatory, but appear to have no intention of looking into the policy with a view to changing it.

    Can you suggest any organisation that would be interested in following this up?
    Thankyou.

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