Our Initiatives for Our Customers

Visual indicators related to barrier-free information are posted in the branch information section of the SMBC website as well as at branch entrances to allow customers to confirm in advance when using branch facilities.

Guidance tiles and rivets are placed to mark the path from a branch's entrance to its ATM area to assist people with visual impairments to enter and use the branch.
(Installed at all of 408 branches as of March 31, 2022)

All ATMs at domestic branches and in non-branch locations are equipped with handset-based audio guidance to serve customers with visual impairments.

More information on upgrading to ATMs for people with disabilities can be found at the following link.

SMBC: ATM Upgrades for People with Visual Impairments (Japanese only)

We received feedback that reception number display devices were difficult to read, so we installed EQ display devices that incorporate universal design principles for color, making them easier to read for seniors and people with visual impairments.

Writing tools are also made available at branches to ensure that we are able to accurately and smoothly determine the needs of customers with hearing impairments.

Branches also make available cane and umbrella holders and lap tables for filling out forms so that customers can comfortably use both hands when filling out forms and operating devices.

SMBC Nikko has installed gently-sloped ramps and writing boards at all branches nationwide. We are also installing cane holders as well as customer service counters, interphones, and other objects at heights that are easy for people in wheelchairs to use.

We also have Braille versions of contractual terms for regular and time deposits, etc., end-of-month balance notices and time deposit transaction notices.

SMBC provides voice recognition password cards to customers with vision impairments.

For more information on voice recognition password cards, visit: (Japanese only)

When customers who have difficulty ordering bank transfers using an ATM machine, such as customers with visual impairments, visit the bank and order a transfer at a teller counter, after the customer's intention is confirmed, the same fee as the fee charged for ATM transfers is applied.

Procedures have also been established to provide reading and writing services for customers who are not able to read a contract or enter their signatures due to a disability (how this is handed differs depending on the nature of the transaction).

Dedicated inquiry forms are made available for customers that have visual or language impairments.

SMBC: Dedicated forms for customers with visual or language impairments
(Japanese only)

SMCC provides a sign language and written inquiry service that uses a specialized video communication system for people who have difficulty with phone conversations due to a hearing or speech disability.

SMCC Sign Language and Written Inquiry Service
(Japanese only)

We provide multilingual communication boards and leaflets on how to open an account, etc., to help global customers understand registration procedures.