Below is Chris Stark's settlement agreement with the Royal Bank of Canada.
The document distributed here may contain insignificant typographical and
other errors as a result of scanning.
kelly
September 24, 1996
Mr. Chris Stark
1738 Harvest Crescent
Orleans, Ontario
K1C 1V4
Dear Mr. Stark:
The Canadian Human Rights Commission, pursuant to section
48 of the Canadian Human Rights Act, has approved the terms of the
settlement agreed on by the parties in conciliation of your
complaint (H32180) against The Royal Bank of Canada, dated April
26, 1991, alleging discrimination in the provision of services on
the ground of disability.
A copy of the approved terms of settlement is enclosed.
Would you please forward any further correspondence to the
conciliator designated in this case.
Yours sincerely,
Lucie Veillette
Encl.
CANADIAN HUMAN RIGHTS ACT
R.S.C. 1985, c. 2-6
(AS AMENDED)
BETWEEN:
Chris Stark
Complainant
and
Royal Bank of Canada
Respondent
The parties agree that the complaint H32180 dated April 26, 1991
(the complaint), alleging discrimination in the provision of
service, contrary to section 5 of the Canadian Human Rights Act,
be settled as follows:
1. Policy: The Royal Bank agrees that its service commitment
applies to all clients including those who have difficulty
accessing information and services by conventional means and
further agrees that as new products and services are
developed, their needs will be taken into account.
2 . Information on Products and Services: The respondent will
issue an up to date list of all its publications relating to
personal financial services on computer diskette for the
complainant. The list of publications will be updated
periodically (i.e., every 3 years).
The respondent will introduce a new national service in the
summer of 1996 which will make available a dozen or more of
the most frequently used publications in the alternative
format of the client's choice (including diskette, large
print, audio cassette and both grades 1 and 2 Braille) at no
cost to the client. The service will be available on a 24
hour-a-day basis. The telephone response system will allow
clients to provide feedback and to request publications not
available on the þalternative format menu". In that way, the
respondent can gauge demand and adjust the inventory
accordingly.
If the client requests a publication which is not available
in the start-up inventory of alternative format material, the
respondent will, on a reasonable basin, make It available or
discuss a suitable alternative with the client to meet the
client's needs for information regarding a particular bank
service or product.
Information regarding all products and services can be
accessed through Royal Direct 24-hours-a-day. This telephone
banking option puts the client in direct contact with an
agent and enables him to apply for loans, complete RRSP
applications and obtain account balance. The respondent
agrees to waive the monthly fee of $2.95 so the complainant
can access at no cost, the "enhanced serviceþ of Royal Direct
by which the complainant can pay bills, check account
entries, make transfers between accounts and draw down or
make payment on a line of credit.
Information about some of the Bankþs products & services is
also available on the Internet Web site.
Independent supplier testing of the Web site suggests that
the Web site is accessible by voice synthesizer, with the
graphics mode turned "off", providing compatibility exists
between Personal Computer, Web Browser, and Screen Reading
packages for voice synthesizers. Compatibility has been
tested using Web Browser "Netscape 2.011, and Screen Reader
software Artic Winvision Version 2.17, Jaws for windows
version 1.21, Outspoken for Windows version 1.1, and Window-
eyes Version 1.04.n
3. Statements: In late 1996, the Bank will introduce PC Home
Banking which will provide the complainant with the
capability to download and print from home, transaction
information for the same types of personal chequing, savings
and visa accounts as are accessible by automated banking
machines (ABMs). Through home banking, clients may also
obtain details of account balance, bill payments and
transfers. The price of the PC Home Ranking software program
has yet to he determined but the respondent has agreed to
provide the software free of charge to the complainant.
Independent supplier testing of the prototype for þManaging
your Money" PC Banking Software suggests that the following
functions can be performed using the Screen reading software
for voice synthesizers as outlined (2) above:
entry of account balances, record of withdrawals & deposits,
cheque writing, tracking of credit card interest expenses,
act up of automatic deductions for specific bills, and
reconciliation of accounts, and account transactions.
4. Banking Machines: On a pilot project basis, the respondent
will test for compatibility with the newest version of the
ABMs a new technology known as "audio-echo voice-assisted
lead through". The device facilitates banking machine usage
for clients with disabilities and consists of combined
headset/keypad technologies. The pilot site is London,
Ontario and will begin in the Fall of 1996 or early 1997. If
successful, the respondent plane to expand "audio echoþ to
other markets, Ottawa first among them.
If the pilot is unsuccessful, the respondent agrees to report
annually to the Canadian Human Rights Commission an on its
continued efforts to find a solution to existing
accessibility problems of automated banking machines.
5. Direct Payment Access: The Bank states that it has little
control over merchant selection of Direct Payment equipment
but says It to prepared to request that the Canadian Bankers
Association/Interac endorse the use of "audio echoþ
technology if it can be adapted for Direct Payment systems.
if it cannot he adapted, the Royal Bank will encourage the
Canadian Bankers Association/Interac to find another solution
and report on progress to the Canadian Human Rights
Commission on a yearly basis.
6 . Branch Accessibility: Renovations at the Bank and Queen
street branch are under way with an estimated completion date
of November 1996. As a result of recent focus groups
sessions conducted with disabled clients (including the
complainant) , the respondent agrees to improve accessibility
at the branch by ensuring that the following will be in place
upon completion of the branch renovations:
> cane rails in the customer service line up area;
> long transaction queuing system moved to create a clear
traffic path;
> a tactile pathway from one entrance to another;
> a wheelchair accessible washroom for clients;
> a Bit-down banking service at the Bank and Queen entrance;
> a pilot for a hearing assistance device in the sit-down
banking area with intent to install if pilot proves
successful;
> automatic door opener on the door of the lobby at the
concourse entrance (banking machine area);
> signage identifying the information desks, using the
international symbol for information: "?".
The respondent will install automatic motion sensor doors
(triggered by guide dogs for blind clients entering the bank
with push pads for exiting) on the entrance from Queen
Street, as well an the entrance into the branch from the
building concourse. The sensors have been included In the
renovations currently underway and expected to be completed
by August 31, 1996. In addition, the respondent will assess
the option of sliding glass doors at the Bank & Queen Street
entrance. Current estimates put the cost at $150,000. A
progress report will be made by July 31st on the feasibility
of installing sliding glass doors. The bank agrees to
implement a reasonable solution within 12 months.
7 . Damages: Within thirty (30) days of the date on which the
Canadian Human Rights Commission approves this settlement,
the Royal Rank of Canada shall pay to the complainant the sum
of $3000 in compensation for general damages.
8. The Complainant agrees that this settlement is in full and
final compensation for the incidents alleged in the said
complaint (H32180), and forever releases and discharges the
Royal Bank of Canada, its subsidiaries and their respective
Directors, officers and employees from all claims or causes
of action arising out of the said incidents with respect to
complaint H32180.
9. The Complainant and Respondent agree that this settlement is
entered into by the parties without prejudice and does not
constitute an admission of liability an the part of the
Respondent with respect to complaint H32180.
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