Accessibility for people with disabilities


Hang Seng Bank is striving to provide easy and accessible banking services to all customers, including those who may need more assistance.

Facilities and services for wheelchair users and other customers in need

We provide barrier-free access at all branches. If a permanent ramp or lifting platform cannot be provided or installed due to various objective constraints, a temporary ramp will be provided. You can find accessibility information at Branch Addresses & Self-service Banking Addresses.

If a permanent or lifting platform cannot be provided or installed due to limitations of building structures or footpath conditions, a call button is installed at the branch to help customers seek assistance from bank staff.

We provide counter with a lower desk for wheelchair users and other customers in need.

ATMs with suitable height is available for wheelchair users.

Facilities and services for visually-impaired customers

This Security Device will help visually-impaired customers to log on to and conduct high-risk transactions on Personal e-Banking.

Customers accompanied by guide dogs are welcome.

Tactile indicators are installed to help guiding visually-impaired customers to ATMs that are voice navigation-enabled.

Customers can simply connect an earphone to a voice navigation ATM to activate the voice navigation mode for selected transactions and services.

The below ATM functions supports voice navigation feature:

  • Cash withdrawal
  • Balance enquiry
  • Transfer
  • Change of ATM Card PIN

Larger fonts, more visual aids and fewer steps when using ATMs.

Hang Seng Bank is committed to facilitating accessibility and usability of our Personal Banking mobile app, Personal e-Banking and bank website for customers with different needs. We provide users Security Device with audio capability for logging on to Personal Banking mobile app and Personal e-Banking. To suit the wider needs of our customers, both text and images on the desktop version of our Personal e-Banking and bank website can be resized by using the "Ctrl" and "+" or “-” keys. Our Personal Banking mobile app also supports built-in accessibility features for customers in need.

We have been working to provide more accessible online bank services to customers by enhancing web and app design according to the requirements of Web Content Accessibility Guidelines (WCAG) 2.0. WCAG 2.0 is part of a series of web accessibility guidelines published by the World Wide Web Consortium (W3C)'s Web Accessibility Initiative with an aim to make online content more accessible to people with disabilities and more useful for all.

Facilities and services for hearing-impaired customers

All branches are equipped with induction loop system to keep customers with hearing impairment free from surrounding noise and assist them in communicating with staff.

You can click "Live Chat" on designated pages to reach our Customer Service Representatives. Live Chat supports Personal Banking account services, Foreign Exchange, Time Deposits, Credit Cards, Personal Loans, Investment and general Insurance enquiries. We can also handle personal account instructions for you.

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