DESCRIPTION OF THE ACCESSIBILITY OF SERVICES TO NATURAL PERSONS BY THE ARTEA GROUP COMPANIES

This document provides information on how the services provided to residents by AB Artea Bankas, UAB Artea Asset Management, and UAB Artea Life Insurance (hereinafter in this document referred to as the Group¹ companies) comply with the accessibility requirements established by the legal acts of the European Union and the Republic of Lithuania (hereinafter the Accessibility Requirements). 

The Group companies aim to ensure that all services are developed and provided to customers on equal terms, regardless of a person's abilities or functional disabilities, and strive to make services as accessible as possible to all. 

Services are provided to customers at Artea Bankas customer service branches and via digital channels. 

This document is publicly available on the website www.artea.lt in Lithuanian and English and can be provided to the customer in written or oral form. 

Legal basis 

The Group companies provide services to residents in accordance with the following legal acts and recommendations:

1. Directive (EU) 2019/882 of the European Parliament and of the Council on the accessibility requirements for products and services.
2. The Law of the Republic of Lithuania on the Accessibility Requirements for Products and Services.
3. Recommendations of the Web Content Accessibility Guidelines (WCAG) version 2.1, level AA².

Digital channels used for the provision of services  

• Website www.artea.lt;
• Artea Bankas mobile application (Android/iOS);
• Artea Bankas online banking;
• Artea Bankas open banking,

Advice for customers using assistive technologies  

Customers who wish to use the digital services of the Group companies in accordance with the WCAG 2.1 web content accessibility guidelines should appropriately prepare their devices, operating systems (hereinafter in the document the OS), and web browsers. 

It is recommended to install and configure assistive tools on the devices in use, if necessary. For example: 

• Screen reading software VoiceOver (Mac, iOS), TalkBack (Android). 
• Keyboard navigation can be enabled in the OS settings or by using browser shortcut keys (e.g., for navigation – Tab, to activate a selected element – Enter, to zoom in or out – key combinations Ctrl + / Ctrl – ). 
• High contrast mode can be activated in the OS settings. 

Ensure that assistive technologies (if used) are compatible with the device and browser in use, and use the latest versions of web browsers. 

Accessibility features in digital channels 

In the development and improvement of digital channels, the Group companies aim to comply with WCAG 2.1 level AA requirements.  

However, currently, some digital channels still have deficiencies and do not meet all WCAG 2.1 AA requirements necessary to ensure that customers with visual impairments using assistive technologies can independently access the services of the Group companies. 

 Artea Bankas mobile application (Android/iOS) 

• All mobile application elements are presented in plain text, so users cannot distinguish which elements are informational and which are interactive (e.g., buttons or links) and perform actions when clicked. 
• In the Android version, the payment transfer service operates incorrectly.  
• In the Cards/Settings section, it is not possible to change existing payment card settings (e.g., enable or disable online payments, adjust payment limits, etc.).  
• When using the VoiceOver screen reader, it is not possible to open and view payment transaction statements in PDF format. 

 Artea Bankas online banking 

• Information is incorrectly structured with headings. Some areas lack sufficient contrast between text and background, some links lack descriptions, some active buttons have no labels, and some information input fields have no descriptions. 
• Login using customer identification tools functions incorrectly. 
• The ordering and activation of a new payment card function incorrectly. 
• The payment transfer service functions incorrectly. 
• Payment transaction statements are generated incorrectly.

Provision of information

Information in digital channels is presented in language no higher than B2 (independent user) complexity level according to the Common European Framework of Reference for Languages, and in line with the Standardised payment service terms and definitions approved by the Bank of Lithuania.

Additional information

ATMs 

The list of ATMs is published on the official website under “Appointment booking – Artea Bankas”. 

• ATM installation height does not exceed the maximum height of 1.22 m; the standard height is 0.87 m. This ensures the keyboard is accessible and the screen is visible properly. 
• Text on the screens and icons for selection buttons are as large as possible. 
• All ATMs are operated using large functional buttons, including those with touchscreens. 
• All PIN code keypads have a raised centre symbol and OK and Cancel buttons for tactile navigation. 
• Currently, ATMs are not fully adapted for persons with visual impairments – there are no voice-guided instructions.  

Queue management systems at customer service branches 

• Currently, physical branches of the Group company are not equipped with queue management systems that comply with the Accessibility Requirements. 
• Customers who need a consultation at the customer service centre at a convenient time are encouraged to book an appointment in advance via the bank’s website: Appointment booking – Artea Bankas.

Feedback 

We welcome your feedback on the digital channels of the Group companies. 
Please let us know if any of our bank’s services are inaccessible to you: 
By telephone +370 610 44447 
By e-mail: [email protected] 
By mail: Tilžės g. 149, Šiauliai, or visit the nearest Artea Bankas customer service branch. 
We usually respond to feedback within 15 business days.