Accessibility plan
At BMO, we are committed to making banking easy to use and accessible to all. This page provides information on our accessibility plan, how to share feedback and how we are working to identify, remove, and prevent barriers to accessibility for persons with disabilities.
BMO's Statement of Commitment to Accessibility
At BMO, we are driven by our Purpose to Boldly Grow the Good in business and life. Accessibility and inclusion are key considerations to delivering our world-class client and employee experience. As we continue to build a digital first, future-ready bank, we recognize that inclusive design can shape who can fully participate in financial and economic life.
This includes identifying and addressing barriers that may affect colleagues and clients with disabilities, supporting inclusive and accessible work environments, and delivering products, services and resources that respond to a range of needs and experiences.
We understand that barriers are often created by the design of environments, processes and technology rather than by disability itself. Removing and preventing those barriers can help strengthen trust, support dignity, independence and meaningful participation and contribute to more consistent experiences for our clients and colleagues.
Accessibility is supported through our operational and strategic practices across the organization. We aim to advance accessibility through clear oversight, defined responsibilities and measurable objectives that are intended to support accountability and sustained progress across our products, services, digital platforms, communications and workplaces.
Through ongoing engagement with persons with disabilities and continuous improvement, we seek to enhance accessibility outcomes for clients and colleagues in a timely manner. BMO’s Accessibility Plan represents our commitment to meaningful actions in support of creating a barrier-free Canada for all.
BMO's Accessibility Plan
Learn more about our Plan below.
| Accessible type | Accessible Plan |
|---|---|
| Accessible PDF | |
| Audio | |
| E-text | |
| Large print | View a large-print version of BMO's Accessibility Plan (PDF) |
| Braille | Available upon request. Contact: accessibility.accessibilite@bmo.com |
Accessible Formats and How to Contact Us:
BMO welcomes feedback from clients, colleagues, and the public and uses it to help identify, remove and prevent barriers across our products, services, technologies and workplace environments. BMO further welcomes feedback about the manner in which it is implementing its Accessibility Plan.
You can send your feedback by email, phone or mail using the contact information listed below. The same contact information may be used to request a copy of BMO’s Accessibility Plan or information about our feedback process in alternate formats.
Alternate formats available upon request include:
- Large print
- Braille
- Audio
- An electronic format that is compatible with adaptive technologies (i.e. accessible PDF, Word, HTML or plain text).
- Other accessible formats may be available upon request.
We will provide the requested format as promptly as possible. Processing timelines for each format are noted below:
- Braille and audio formats may take up to 45 days.
- Print, large print, and electronic formats may take up to 15 days.
Contact Information:
Please send your feedback to BMO’s Chief Sustainability Officer.
- Webform: bmo.com/main/about-bmo/accessibility
- Email: accessibility.accessibilite@bmo.com
- Telephone: 1-877-225-5266
- For clients who are Deaf, deafened or hard of hearing, BMO supports calls from third-party providers trained to relay communications through text relay services or video relay services.
- Relay Services (711): Available for clients who use TTY/IP relay or other message relay services.
- Video Relay Service (VRS): Available through Canada VRS
- Mail: Enterprise Accessibility Office First Canadian Place - 9th floor, 100 King St. West, Toronto, ON M5X 1A3
- Branch: Share feedback with one of our branch staff. Anonymous feedback can be provided through the webform, telephone and mailing channels.
Overview of BMO's accessibility feedback process
BMO welcomes feedback from clients, colleagues, and the public and uses it to help identify, remove and prevent barriers across our products, services, technologies and workplace environments. BMO further welcomes feedback about the manner in which it is implementing its Accessibility Plan.
We maintain a dedicated accessibility feedback channel to receive accessibility‑related feedback on behalf of BMO. This feedback may include:
- Experiences of barriers when dealing with BMO
- Observations about how we are implementing our Accessibility Plan
- Suggestions for removing identified barriers
- Comments on our Accessibility Plan
- BMO’s provision of goods, services or facilities to persons with disabilities
- Input on this feedback process
Where to send feedback
Please send your feedback to BMO’s Chief Sustainability Officer. You can submit feedback by email, phone or mail using the contact information below. You may also provide feedback anonymously. We will acknowledge your feedback by sending a confirmation using the same channel through which your feedback was received, unless the feedback was submitted anonymously.
Requesting documents in alternate formats
You can use the contact information below to request a copy of BMO’s Accessibility Plan and our feedback process description in alternate formats: print, large print, Braille, audio, or an electronic format compatible with adaptive technologies. We will provide the format you request as soon as possible. Braille and audio formats may take up to 45 days. Print, large print and electronic formats may take up to 15 days.
Contact information
BMO clients, colleagues, and the public may contact us or provide feedback through any of the following channels:
- Webform: bmo.com/main/about-bmo/accessibility
- Email: accessibility.accessibilite@bmo.com
- Telephone: 1-877-225-5266
- For clients who are Deaf, deafened or hard of hearing, BMO supports calls from third-party providers trained to relay communications through text relay services or video relay services.
- Relay Services (711): Available for clients who use TTY/IP relay or other message relay services.
- Video Relay Service (VRS): Available through Canada VRS
- Mail: Enterprise Accessibility Office First Canadian Place - 9th floor, 100 King St. West, Toronto, ON M5X 1A3
- Branch: Share feedback with one of our branch staff. Anonymous feedback can be provided through the webform, telephone and mailing channels.
How we will use feedback
Feedback shared through the channels described above is intended to be reviewed in a thoughtful and consistent way. What we learn helps inform our understanding of accessibility barriers and supports our ongoing efforts to strengthen how services and products are designed and delivered over time.
We will use the feedback received to:
- Identify, remove and prevent barriers, including by reviewing themes across our channels.
- Inform implementation of our Accessibility Plan and guide our ongoing accessibility work.
- Support reporting and future planning, including our Accessibility Progress Reports and future Accessibility Plans.
- Consider improvements to policies, practices and services where feedback indicates opportunities to enhance accessibility.
Complaints
BMO receives and responds to feedback and complaints through its Complaint Handling Process. This includes feedback about the manner in which BMO provides its goods, services, and facilities, including feedback related to accessibility.
Complaints are acknowledged and reviewed, and BMO works to address concerns in a timely and professional manner. Where a complaint is not resolved at the initial stage, additional steps for review and escalation are available.
Feedback and complaints may be submitted through the accessibility feedback channels described above, with accessible communication supports available upon request.
Information about how to submit a complaint is publicly available on BMO’s website and in a brochure available online and at BMO branches. A document describing BMO’s Complaint Handling Process is available upon request and can be provided in alternative formats.
Privacy
Personal information may be collected as part of the feedback process for the purpose of responding to the feedback received and to enhance accessibility. We may use aggregated insights where appropriate. BMO will handle your personal information in accordance with applicable privacy regulations and our Privacy Code at bmo.com/privacy.
Consultations
Consultations supported the development of this Accessibility Plan by gathering perspectives from colleagues, clients, and job applicants with disabilities to help identify where accessibility barriers may exist for products, services, workplace experiences, and recruitment interactions. Activities were coordinated to support meaningful engagement and ensure a consistent approach to collecting feedback.
How we consulted with persons with disabilities
Following the foundational accessibility principle of “Nothing without us”, which recognizes that persons with disabilities are equal participants in all areas of life, consultations were conducted internally and externally. Internal consultations focused on employees’ experiences with workplace tools, processes, communications, and available supports. We gathered feedback through an enterprise accessibility survey aligned with our Accessibility Plan focus areas, combining structured responses with open‑ended insights. In addition to the formal consultation activities, we considered internal accessibility‑related inputs received through ongoing engagement mechanisms, such as internal forums, Employee Resource Groups, and established feedback channels.
External consultations were facilitated by an independent third-party accessibility consulting firm, the Return on Disability Group, and engaged persons with disabilities as clients and job applicants. These activities included accessible virtual discussion groups capturing insights through task‑based exercises, as well as one‑on‑one interviews for participants who were unable to join group sessions, and participant journal entries documenting experiences in real time.
Consultation methods used
Internal
- Online surveys
- Feedback process
External
- Interviews
- Discussion groups
- Participant journals
How accessibility was ensured during consultations
Accessibility design and supports were incorporated throughout consultation activities. The internal survey was designed using accessible formatting and structure. Plain language, compatible with assistive technologies, and accommodations were available upon request.
For external consultations, materials were provided in accessible formats, clear language and sign language interpreters. Supports were available upon request and all virtual group sessions included live real-time human captioners.
Time period of consultations
- Internal: November 2025
- External: October – mid-December 2025
How consultation results will be used and will continue to inform our work
Feedback collected through these consultations was reviewed to identify key themes and potential accessibility barriers as well as their impacts on our clients and colleagues. These insights informed the development of this Accessibility Plan and will continue to inform ongoing monitoring and future updates. Feedback received through established channels will continue to be considered to support continuous improvement over time.
Internal consultations
Who we consulted
To support the development of this Accessibility Plan, we invited colleagues who voluntarily self-identified as having a disability to participate in an anonymous accessibility survey conducted in November 2025. We received responses from colleagues representing provinces from across Canada and a range of business units, job grades and roles across the organization.
Consultation activities
- Internal accessibility survey with structured questions and open‑ended comments.
- Feedback from Employee Resource Groups and internal forums which provided additional context on day‑to‑day accessibility experiences and support needs.
Key themes from consultations
This section provides a high-level summary of key consultation insights.
Positive feedback
- Ergonomics and Workstation Set-up: Colleagues reported helpful ergonomic options that support a more accessible work environment.
- Accommodation Outcomes: Where accommodations were provided, colleagues often described positive outcomes that supported their ability to perform their roles.
- Digital Collaboration Tools: Built‑in accessibility features in digital collaboration platforms support participation in meetings and training.
Key barriers identified
- Workplace Accommodation Process: Clarifying and increasing transparency at key stages of the process.
- Assistive and Adaptive Technology (AAT): Improving the user experience and awareness of available supports.
- Accessible Communications: Using plain language in communications.
- Non‑apparent Disabilities: Strengthening awareness and visibility of available supports.
External consultations
Who we consulted
In developing this Accessibility Plan, we sought input from persons with disabilities across several provinces, including BMO clients and job applicants. Through interviews and focus groups, supported by sign language interpretation and live captioning where needed, participants shared feedback on digital experiences, recruitment interactions, and banking services.
- Physical: 58%
- Vision: 33%
- Hearing: 25%
- Cognitive, Mental Health, and/or Neurodiverse: 72%
(note: includes participants with multiple disability types)
Consultation activities
- Virtual discussion groups and interviews where participants shared feedback on banking, digital, and job application experiences.
- Participant Journals collected over time to reflect day‑to‑day experiences of Business Banking clients.
- Accessible participation supports including accessible materials and interpretation services, to enable inclusive engagement.
Key themes from consultations
This section provides a high-level summary of key consultation insights.
Positive feedback
- Staff Interactions: Many participants described helpful and respectful support from frontline and business‑banking staff.
- Assistive and Adaptive Technology (AAT) Compatibility: Participants often reported that core digital experiences worked reliably with AAT enabling completion of routine tasks.
- Information Resources: Availability of information in different formats and use of plain language helped participants access and understand content once located.
Key barriers identified
- Job Application Experience: Opportunities to improve the accessibility and ease of the online job application experience within third‑party recruitment tools.
- Digital Learning Content: Opportunities to improve the navigation for certain digital learning content to support a more consistent experience for assistive‑technology users.
- Finding Information Online: Opportunities to make online resources easier to locate in certain digital resources by improving search and navigation pathways.
- Business Banking: Opportunities to simplify navigation and reduce extra steps for digital business banking tools.
Action areas at-a-glance
BMO’s Accessibility Plan outlines the actions we intend to take in different focus areas to identify, remove and prevent barriers for our clients and colleagues. Each focus area highlights key barriers identified through consultations and feedback, along with the actions that are proposed to be advanced over the next three years.
This section provides a structured overview of key barriers and actions. It is not a reflection of every accessibility initiative that is underway across the organization, including existing programs, services and practices that continue to support accessibility improvements.
BMO is working to advance the action items to remove the barriers described in this section over the course of the next three years, and will report on our progress annually through BMO’s accessibility progress reports.
Employment: We continue to create a more accessible and inclusive workplace where everyone is treated with respect and supported in reaching their career development goals.
Built environment: We seek to design and build spaces that are accessible to everyone.
Information and communication technologies: We seek to make our digital content accessible for both employees and customers, enabling equal access to important information and ways of communicating.
Communication, other than information and communication technologies: We aim to enhance communication with all our employees and customers by seeking to make important information readily accessible to everyone.
Procurement of goods, services, and facilities: We aim to eliminate barriers to accessibility throughout our range of products, services, and technologies.
Design and delivery of programs and services: All customers living with disabilities should receive our products and services with dignity and respect.
Transportation: BMO recognizes that there are barriers related to transportation for persons with disabilities and will continue to review and assess this issue for barriers.
Action Areas
Employment
BMO is committed to identifying, removing and preventing barriers that may limit participation at all stages of employment so that job applicants and colleagues can fully participate in recruitment and contribute to workplace activities.
BMO maintains workplace accommodation practices that aim to support the full participation of colleagues with disability related needs, including a written process for the development of individualized accommodation plans and return-to-work support following an absence that requires accommodation, where applicable.
Building on our foundation: Progress and advancements
The items below reflect progress made over the past three years within this focus area:
- Introduced and maintained BMO’s internal employee accessibility resource webpage to support access to accessibility related information, policies, and guidance.
- Strengthened recruitment and hiring accessibility practices through updated materials, training, and engagement with external partners to broaden access to talent.
- Improved accessibility across employee learning environments to support more inclusive participation.
- Enhanced workplace accommodation practices, including Assistive and Adaptive Technologies (AAT) standards and supports.
- Strengthened employee engagement and development through enterprise awareness initiatives, mentorship opportunities and collaboration among Employee Resource Groups.
Barriers identified and actions to remove and prevent barriers
The following section highlights barriers identified through consultation and related feedback processes within this focus area and summarizes associated actions and next steps.
RecruitmentBarrier identifiedSome job applicants may not be fully aware of how to request accommodations before applying for a job, which could make early stages of recruitment harder to navigate.
Steps to remove and prevent barriersWe will work to make information about requesting pre-application accommodations clearer and more accessible for job applicants.
Workplace AccommodationsBarriers identified
- At certain stages of the workplace accommodation process, some delays and inconsistent updates can occur, which may make it harder for some colleagues to understand the status of their request.
- Some colleagues encountered challenges meeting documentation timelines in the workplace accommodation process, often due to delays in receiving information from healthcare providers.
Steps to remove and prevent barriers
- We are looking at opportunities to support more consistent updates within the workplace accommodation process.
- We will explore ways to improve documentation timelines within the workplace accommodation process.
Employee ResourcesBarrier identifiedBased on employee feedback, we are aware of opportunities to improve BMO’s internal employee accessibility resource webpage, including the design and organization.
Steps to remove and prevent barriersWe plan to enhance the internal webpage with a focus on improving how information is organized, presented, and maintained.
Assistive and Adaptive Technologies (AAT)Barrier identifiedColleagues may have difficulty locating guidance on the availability and use of AAT.
Steps to remove and prevent barriersWe will continue improving our centralized resource that provides guidance on AATs and available support options.
Learning and TrainingBarriers identified
- Some colleagues experienced accessibility challenges within the annual compliance training, including with certain design and navigation features.
- There is an opportunity to broaden the annual compliance training to expand content related to accessibility responsibilities across workplace roles beyond customer service and employment.
Steps to remove and prevent barriers
- We are looking at ways to enhance these features as part of future compliance training releases.
- We will review options to expand the annual compliance training to reflect a broader range of accessibility responsibilities.
Built environment
Accessibility in our physical workplaces and public locations is embedded in how we plan, design, maintain and improve our spaces. We regularly review our locations and address barriers where feasible to enhance access and overall usability across our physical environments and we have procedures for the preventative and emergency maintenance of the accessible elements of our public spaces.
Building on our foundation: Progress and advancements
The items below reflect progress made over the past three years within this focus area:
- Reviewed and updated internal accessibility standards to support ongoing alignment with relevant building codes and standards and to inform future design approaches.
- Incorporated accessibility considerations into new builds and renovation projects to support inclusiveness across workplace and client environments.
- Continued applying accessibility considerations across major office locations and ongoing retail branch new builds and renovations.
Barriers identified and actions to remove and prevent barriers
The following section highlights barriers identified through consultation and related feedback processes within this focus area and summarizes associated actions and next steps.
WayfindingBarrier identifiedElevator routing at a head office location did not consistently connect users to a clear accessible path to their destination.
Steps to remove and prevent barriersTo address this, we worked with the site’s landlord to improve directions and support available to help people with limited mobility access appropriate pathways, recognizing the importance of clear and accessible wayfinding over time.
Automated Teller Machines (ATMs)Barrier identifiedMost branches have only one accessible ATM inside the branch. This can limit how many people using mobility devices or needing additional space can comfortably access an ATM at the same time across the network.
Steps to remove and prevent barriersWe updated accessibility requirements for interior ATMs to increase space and enable front and side access, helping improve the client experience across the branch network. Implementation began in 2025 and is expected to continue through 2026.
BranchesBarrier identifiedUpdates to building code requirements in some jurisdictions highlighted an opportunity to improve existing branch counter designs to better support accessible service interactions.
Steps to remove and prevent barriersWe updated branch design standards and introduced accessible service workstations for branches without an accessible counter. These updates also included modifications to fixed sit-down teller stations, which we intend to incorporate into future branch projects.
Information and communication technologies
Accessibility in Information and Communication Technologies (ICT) is an important part of how we design, develop, manage and update our digital systems and platforms. We are committed to identifying and removing barriers within technology environments by aligning our internal standards and practices with recognized accessibility best practices and applicable regulatory requirements. This work strengthens the accessibility and usability of digital tools and services that support our colleagues and clients.
Building on our foundation: Progress and advancements
The items below reflect progress made over the past three years within this focus area:
- Advanced updates to the technology governance framework to enhance accessibility considerations and strengthen alignment with applicable and emerging ICT regulatory requirements.
- Introduced enterprise wide AI learning to build foundational understanding of AI, including early considerations related to fairness and responsible use.
- Established and enhanced centralized resources to provide more consistent and updated guidance and technical support for AAT requests.
- Continued reviewing internal platforms and third-party vendor applications to assess alignment with applicable regulatory requirements and industry digital accessibility standards.
- Assessed select external partners with digital accessibility expertise to support BMO’s ongoing review and improvements to our digital systems and platforms.
We are actively preparing to comply with forthcoming amendments to the Accessible Canada Regulations related to the accessibility of web pages, digital documents, and mobile applications. This work includes reviewing the regulatory obligations, clarifying roles and responsibilities across impacted teams and implementation planning in alignment with the prescribed compliance timeline.
Barriers identified and actions to remove and prevent barriers
The following section highlights barriers identified through consultation and related feedback processes within this focus area and summarizes associated actions and next steps.
Assistive and Adaptive Technologies (AAT)Barriers identified
- The customization and setup of some AAT tools may be more complex for colleagues with accessibility needs, resulting in delayed access to these tools.
- Some third-party AAT tools can become unstable following system updates or configuration changes, which may disrupt colleagues who rely on them.
Steps to remove and prevent barriers
- We introduced an approach to support more timely installation and setup of AAT, with additional refinements under consideration.
- We are evaluating the availability and sufficiency of alternative tools, including built-in operating system features and web-based tools.
Accessibility GovernanceBarrier identifiedThere are varying levels of adoption of internal digital accessibility guidance across ICT activities.
Steps to remove and prevent barriersWe are considering updates to related internal processes and controls to support more consistent adoption of internal digital accessibility guidance.
Digital PlatformsBarrier identifiedSome navigation and searchability challenges were identified within certain Investment Learning Centre content, including information related to the Registered Disability Savings Plan (RDSP).
Steps to remove and prevent barriersWe will continue identifying opportunities to improve the accessibility and discoverability of Investment Learning Centre content, including navigation features.
Responsible Artificial Intelligence (AI)Barriers identified
- As understanding of AI fairness continues to evolve, there may be differences in awareness regarding how AI-generated content can unintentionally reflect stereotypes or biases with potential implications for accessibility and inclusion outcomes.
- Third-party AI tools do not always support accessibility consistently. Variations in design and operation can affect how reliably these tools work for different users, including people with disabilities.
Steps to remove and prevent barriers
- We are considering ways to strengthen AI-focused education and awareness related to fairness, bias, and accessibility, and to expand AI-related literacy pathways across technical and non-technical roles as practices evolve.
- We clarified expectations for the responsible use of AI by third-party providers to help support accessibility and fairness when AI tools are used to deliver products or services. As industry standards continue to evolve, we will consider refining these expectations to promote more consistent accessibility coverage across AI tools.
Testing and ValidationBarrier identifiedThere is an opportunity to review certain BMO mobile applications and web pages for accessibility gaps, including through third-party review and validation.
Steps to remove and prevent barriersWe engaged a third-party to conduct an independent accessibility assessment of the digital banking experience across mobile and web applications.
Communication, other than ICT
Accessibility in communication shapes how information is prepared, shared and received by our colleagues and clients. At BMO, our approach focuses on removing barriers in non-digital communications by applying recognized accessibility best practices and meeting or exceeding applicable regulatory requirements. These efforts support clear, accessible and usable information across our materials and channels.
Building on our foundation: Progress and advancements
The items below reflect progress made over the past three years within this focus area:
- Implemented and maintained standardized approaches to support access to alternative formats and communication supports.
- Continued to apply accessibility guidance to support communications teams to improve the accessibility of client and employee-facing communications.
- Revised internal standards and tools to support more accessible document design and creation.
- Strengthened internal capability and collaboration through awareness and skills development among teams involved in marketing and communications.
Barriers identified and actions to remove and prevent barriersThe following section highlights barriers identified through consultation and related feedback processes within this focus area and summarizes associated actions and next steps.
Alternate FormatsBarrier identifiedExisting sign language interpretation requests rely on advance notice, which can limit timely and independent access for people who use sign language.
Steps to remove and prevent barriersWe are considering methods to improve the availability of real-time sign language support alongside existing services to support more timely access.
Document DesignBarriers identified
- Employee feedback highlighted an opportunity for additional guidance on accessible electronic document creation to support more consistent application of accessibility expectations over time.
- There is an opportunity to strengthen knowledge sharing related to accessibility across marketing design teams, including lessons learned from past projects.
- Team-specific accessibility training materials and quality assurance guidance exist across BMO but are maintained across multiple webpages rather than within a single consolidated resource. This can create challenges locating materials and may contribute to variations in how guidance is applied.
- Accessibility checks can be better incorporated into the development process for digital tools and interactive experiences. Current processes may increase the likelihood that accessibility issues are identified at later stages of development.
Steps to remove and prevent barriers
- We are exploring opportunities to enhance guidance on accessible electronic document creation by promoting accessible-first templates and related reusable approaches intended to support sustained application of accessible design practices.
- We are reviewing opportunities to support ongoing exchange of accessibility learnings within relevant design teams.
- Teams within brand and design that support BMO’s digital interactive experiences are examining approaches to developing a centralized accessibility training and guidance resource to support more consistent application of accessibility practices.
- We are considering embedding additional accessibility checks earlier in the development process, where feasible, to support identification of accessibility considerations.
Brand GovernanceBarriers identified
- Certain shared enterprise templates, such as those used to create presentations and memos, do not consistently include guidance on accessible formatting and design.
- The readability of the primary brand font in certain digital documents can vary depending on formatting, which may affect readability for some users.
Steps to remove and prevent barriers
- We are introducing guidance and alternative-format templates within the shared library of enterprise templates.
- Guidance on accessible font formatting and use is being strengthened within brand guidelines to support more consistent readability across digital documents.
Plain LanguageBarriers identified
- There is an opportunity to update existing internal guidance for plain language and content structure to better align with industry standards and further support accessible communication for clients and colleagues.
- Internal accessibility-related communications are not currently guided by a single enterprise-wide strategy, which can result in differences in how accessibility programs, tools, resources, and initiatives are communicated and reinforced.
Steps to remove and prevent barriers
- We are assessing ways to update and supplement existing internal guidance for plain language and content structure to strengthen clarity and consistency in accessible communications for clients and colleagues.
- We are reviewing opportunities to develop and implement an enterprise-wide internal accessibility communications strategy to support a more coordinated and consistent approach to accessibility-related communications across the organization.
Procurement of goods, services and facilities
Accessibility in procurement supports how BMO selects and engages third-party vendors whose products and services contribute to our operations and client experiences. Accessibility considerations are incorporated into procurement processes and contractual tools with ongoing efforts to identify, remove and prevent accessibility barriers within sourcing and vendor engagement activities.
Building on our foundation: Progress and advancements
The items below reflect progress made over the past three years within this focus area:
- Reviewed procurement practices to identify opportunities to better support the integration of accessibility considerations.
- Integrated accessibility language and guidance into procurement contract templates and sourcing lifecycle management tools.
- Increased awareness of accessibility expertise within procurement by identifying and sharing available subject matter supports.
- Enhanced supplier management practices to better reflect accessibility considerations across supplier assessments.
Barriers identified and actions to remove and prevent barriers
The following section highlights barriers identified through consultation and related feedback processes within this focus area and summarizes associated actions and next steps.
Supplier RequirementsBarrier identifiedThere is an opportunity to strengthen how accessibility requirements are consistently identified and reflected within supplier contract terms related to the digital products and services being purchased.
Steps to remove and prevent barriersWe are considering ways to improve accessibility requirements within supplier contracts.
Accessibility GovernanceBarrier identifiedThere is an opportunity to improve coordination and clarity among impacted stakeholders when introducing accessibility-related changes within the procurement domain, particularly where changes may affect existing processes, guidance, or tools.
Steps to remove and prevent barriersWe are reviewing opportunities to improve coordination in how impacted stakeholders are engaged when changes to procurement processes, guidance, or tools are introduced, to support alignment and consideration of accessibility.
Design and delivery of programs and services
BMO aims to integrate accessibility requirements into product development and service design activities to prevent and remove barriers that may affect how clients access and use our products and services. This work strengthens the accessibility of client interactions and supports ongoing improvements in how products and services are developed, enhanced and delivered.
BMO supports the use of assistive devices, service animals, and support persons for clients and colleagues with disabilities. Practices are also in place to maintain access to services during planned or unplanned disruptions that may affect persons with disabilities, including notice of disruption and available alternatives, where appropriate.
Building on our foundation: Progress and advancements
The items below reflect progress made over the past three years within this focus area:
- Advanced accessibility within our Online Banking for Business by further integrating accessibility considerations into development practices, testing approaches, and remediation activities.
- Strengthened accessibility awareness and skills among applicable teams involved in the design, development, and delivery of banking products and services.
- Updated our internal Accessible Customer Service Policy to strengthen guidance for inclusive client interactions across banking environments.
- Implemented enhancements to service‑animal guidance for clients and colleagues.
- Initiated an automated teller machine (ATM) accessibility refresh program embedding accessibility features such as larger touch screens, braille decals, and audio support with headset jacks.
- Continue to offer Registered Disability Savings Plans (RDSPs), which support long-term financial planning for clients with disabilities including access to government supported savings initiatives.
Barriers identified and actions to remove and prevent barriers
The following section highlights barriers identified through consultation and related feedback processes within this focus area and summarizes associated actions and next steps.
Digital BankingBarrier identifiedSelect pages on BMO’s Online Banking for Business platform may not be fully accessible, affecting how some users access or navigate these pages.
Steps to remove and prevent barriersWe are in the process of addressing the identified accessibility issues on BMO’s Online Banking for Business platform.
Design ResearchBarriers identified
- Design research participants for Personal and Business Banking and Wealth digital applications and webpages include a range of disability experiences, with an opportunity to further enhance representation of users with dexterity and cognitive disabilities.
- Accessibility-related insights from design research in Personal, Business Banking and Wealth are captured within existing research repositories. However, there is an opportunity to strengthen how these insights are categorized to better support sharing of learnings across teams and reduce duplication of effort.
Steps to remove and prevent barriers
- We aim to strengthen disability representation in UX research for Personal, Business Banking and Wealth digital applications and webpages by continuing to expand participation from individuals with a broader range of cognitive and dexterity-related disabilities. This will include continued collaboration with research leaders across the organization to broaden engagement with participants from these communities.
- We will continue to expand and refine our repository of accessibility-related design research insights to support stronger knowledge sharing over time.
Payment CardsBarriers identified
- Some credit card designs can present readability challenges for certain information on the cards, which may affect ease of use for some clients.
- Credit card designs across the payments industry have shifted toward flat printed formats, which may not include tactile features that some clients use to identify their cards.
Steps to remove and prevent barriers
- We are exploring the development of internal guidance to help standardize card design in support of improved readability of card information. This guidance is intended to be applied to new card designs, with a view toward progressively incorporating it into existing cards in the market.
- We are assessing tactile card features, such as Braille, notches, or embossed elements, to support clients who rely on tactile cues.
Customer FeedbackBarrier identifiedAccessibility-related feedback is received through multiple channels across the organization, and there is an opportunity to enhance how this information is consolidated to increase visibility into enterprise-wide trends.
Steps to remove and prevent barriers
We are exploring options to strengthen how accessibility-related feedback is consolidated to support internal reporting and enterprise-level insight.
Transportation
BMO’s approach to transportation accessibility aims to consider how transportation factors can influence people’s ability to access and engage with our workplaces and service locations. This includes physical access to locations as well as relevant policies, practices and processes that may affect employment and client physical access. Our approach emphasizes identifying and addressing transportation-related barriers that can affect consistent access to BMO workplaces and service locations.
Barriers identified and actions to remove and prevent barriers
The following section highlights barriers identified through consultation and related feedback processes within this focus area and summarizes associated actions and next steps.
WayfindingBarrier identifiedChallenges identifying information about accessible parking and routes at a head office location highlighted an opportunity to improve wayfinding for colleagues with mobility considerations.
Steps to remove and prevent barriersAs part of ongoing work with landlords at leased spaces to support accessibility considerations, we provided clearer guidance for colleagues at the head office location regarding accessible parking options and routes to support safe, barrier-free access.
Accessible ParkingBarrier identifiedThe placement of an accessible parking space at one branch location highlighted an opportunity to review accessible parking placement at third-party managed sites.
Steps to remove and prevent barriersWe coordinated with the landlord of the identified branch to relocate the accessible parking space. For new locations, we will consider accessible parking placement as part of future site planning.