Accessibility

Industra Bank customer service centres are available in five cities across Latvia — Riga, Daugavpils, Ventspils, Jelgava and Liepāja. Addresses, opening hours and contact details are available on our website and at our service locations.

We ensure:

• convenient and clearly marked access to the entrance and customer areas for all visitors;
• the option to book an appointment in advance if individual assistance is required.

We kindly ask you to inform us in advance of any support you may need. We will provide assistance in line with our capabilities and applicable legal requirements.

Industra Bank’s digital channels — the website, internet banking and mobile application — are available in Latvian and English.

For our customers’ convenience, we:

• provide a clear and intuitive menu structure and logically organised content;
• offer content that is accessible across devices, with layouts adapting to different screen sizes.

For customers with specific accessibility needs:

• website content is compatible with standard browsers and assistive technologies, including screen readers;
•  we develop content and functionality in line with internationally recognised accessibility principles. This allows users to:
  • adjust colours, contrast levels and fonts using browser or device settings;
  • zoom text up to 400% without content spilling off the screen;
  • navigate most of the website using a keyboard or speech recognition software;
  • listen to most content using screen readers, including the latest versions of JAWS, NVDA and VoiceOver.

We also strive to make the texts on our website and mobile application as clear and easy to understand as possible.

Descriptions and explanations of our services are available on our website, in the relevant service terms and conditions, and in the General Terms and Conditions. Should you have any questions about using our services, please feel free to contact us.

Payment cards issued by Industra Bank feature tactile notches that allow blind and partially sighted customers to identify the card type and correct orientation by touch.

This solution supports independent and secure use of payment cards in everyday situations.

Industra Bank does not operate its own ATM network; therefore, our customers may use ATMs provided by other banks.

The common accessibility guidelines issued by the Latvian Financial Industry Association provide that ATMs:

• are placed in locations that ensure physical accessibility;
• are usable by all customers regardless of physical ability;
• meet minimum ergonomic and usability requirements (buttons, contrast, audio guidance) in line with industry recommendations.

Industra Bank offers several customer authentication methods:

• SMS codes and the DIGIPASS code calculator;
• authentication via the Industra Code mobile application;
• eParaksts mobile;
• in-branch authentication with assistance and explanations provided by bank staff.

These methods ensure secure access to services for people with different digital skills and physical abilities.

We aim to provide clear and easy-to-understand information about our services, their terms and accessibility options. Information on the use and security of digital services is presented in a structured format on the website, in internet banking and in the mobile application.

The Bank’s General Terms and Conditions are written in plain language. Where necessary, bank employees will provide explanations of services, contractual terms and their use in a simple and easily understandable manner.

To ensure high-quality and inclusive customer service, the Bank offers:

• customer service by appointment;
• information on visiting procedures at branches;
• an individual approach tailored to customer needs (for example, additional explanations or the use of assistive technologies where required).