In 2024, we modernised 12 branches to enhance accessibility for individuals with disabilities. Each new branch is equipped with two ATMs featuring cash deposit functions, and in larger branches, we have introduced dedicated kids’ zones, coffee corners, and community engagement areas.
Non-Discrimination
Any form of discrimination, harassment, or lack of respect is strictly unacceptable and not tolerated – whether within the Bank or across other entities of Pekao Group. The Code of Conduct explicitly outlines examples of prohibited behaviours, including those related to, among other things, discrimination against the elderly and individuals with disabilities.
We adhere to the right to information as outlined in the General Data Protection Regulation (GDPR), ensuring transparency regarding the principles, purposes, and methods of data processing. The Bank implements tailored information clauses directed at specific customer groups. The Data Protection Officer (DPO) pays particular attention to clauses aimed at children, recognising their unique needs and vulnerabilities. Any procedure related to selling products to children (e.g., “piggy bank” products) requires providing them with clear, age-appropriate information. Additionally, broad marketing consents must be confirmed by legal guardians on behalf of minors. The DPO reviews all initiatives involving the use of personal data, with special consideration given to minors and individuals with disabilities.
Our goal is to ensure that all customers have equal access to our products and services. To this end, in September 2024, we launched the Pekao Without Barriers programme, aimed at aligning the Bank with the requirements of the Act of 26 April 2024 on Ensuring Accessibility of Certain Products and Services by Economic Operators, which will come into force on 28 June 2025.
The programme focuses on:
- Delivering the highest standard of service, regardless of the customer’s point of contact with the Bank, while addressing specific needs;
- Reducing barriers to accessing banking services;
- Enhancing the availability of our services;
- Raising awareness and educating employees on accessibility to better serve individuals with specific needs.
This initiative supports individuals who, due to personal circumstances or external factors, require additional efforts or special accommodations to overcome barriers and participate equally in various aspects of life. It includes individuals with disabilities, elderly customers, pregnant women, and those travelling with young children.
When designing our branches, we ensure full compliance with the technical requirements outlined in applicable regulations. Key accessibility standards include:
- Fully equipped accessible restrooms with emergency call systems;
- Unrestricted access to all areas, eliminating single steps or other obstacles;
- Doorways and corridors meeting the required width specifications;
- Step-free access to branches; where stairs are present at the entrance, we provide ramps, lifts, or other assistive mechanisms.
We uphold the highest market standards and legal requirements in ensuring human rights are respected. At Pekao Group, all human rights-related concerns are thoroughly reviewed and addressed in accordance with established procedures. However, due to the nature of human rights incidents, we do not quantify or assess their materiality.