The Bank is committed to making its digital services accessible in accordance with the accessibility requirements set out in Directive (EU) 2019/882 (European Accessibility Act (EAA)) and Decree-Law No. 82/2022 of 6 December, as amended, which transposed the Directive into the national legal framework.

This statement applies to the Bank’s online banking service and mobile application, which have been developed with the aim of complying with the requirements of the Web Content Accessibility Guidelines (WCAG) 2.1 — international standards defined by the World Wide Web Consortium (W3C).  

Ensuring Accessible Services

The Bank continuously monitors its services to ensure that they remain accessible to all customers, regardless of their physical abilities. The Bank is committed to continuously improving the accessibility of its platforms in order to provide an inclusive service.

Scope of Services

The Bank’s digital banking services (BOC Net) and mobile application (BOC Mobile Banking Overseas) have been designed to be accessible to all customers, including persons with visual, auditory, cognitive or motor disabilities.

To ensure accessibility, the Bank has implemented concrete measures, including high-contrast features; adjustable text size; keyboard-friendly navigation; ability to zoom content up to 200% without compromising usability; clear and relevant alternative text for multimedia elements and images; and a simplified interface. 

Feedback Mechanism and Contact Information

The Bank provides a channel for receiving communications related to accessibility, including:

• requests for information regarding excluded content;
• reporting of access difficulties; or
• submission of improvement suggestions.

If you have any questions or comments regarding the accessibility of our services, you may contact us by telephone (+351 210495710) or by email at service.pt@bankofchina.com. 

Competent Authorities and Supervision

Different sectoral supervisory authorities oversee compliance with the accessibility requirements. If you do not receive a satisfactory response to your request, you may contact the following competent authorities:

• Banco de Portugal, as the primary banking regulatory authority at national level; and
• Instituto Nacional para a Reabilitação (INR), which plays a central role in monitoring, awareness, and handling accessibility-related complaints:

Instituto Nacional para a Reabilitação

Avenida Conde de Valbom, 63

1069-178 Lisbon

Telephone: +351 217 929 500

Email: inr@inr.mtsss.pt 

INR complaint form available here.

Continuous Improvement

The Bank is committed to continuously improving the accessibility of its digital services to ensure inclusive and equitable access for all users.