[Missouri-l] [leadership] FW: [fcb-l] new settlement by NY State AG: web access; alternative formats; relay calls and more:

[peter altschul]

-----Original Message-----
From: Don Moore [mailto:don.moore48 at comcast.net]
Sent: Tuesday, September 01, 2009 7:48 PM
To: fcb-l at acb.org
Subject: [fcb-l] new settlement by NY State AG: web access; 
alternative
formats; relay calls and more:

NEW YORK, NY (September 1, 2009)

- Attorney General Andrew M.  Cuomo today announced a nationwide
agreement with HSBC Card Services, Inc., a company which serves 
millions
of customers, that requires the company to enhance its policies 
and
systems to accommodate customers with vision and hearing 
impairments.
Under the agreement, the company will offer customers with 
disabilities
improved communication options and services, as well as a fully
accessible Web site.

The agreement resolves an investigation triggered by a complaint 
from a
blind credit card holder in New York.  HSBC representatives 
repeatedly
told the customer that she could not dispute a charge on her 
statement
unless she completed a written form, which she could not read due 
to her
disability.  The Attorney General's office reviewed the company's
existing policies and training with respect to offering 
accommodations
to customers with disabilities, and concluded that they were
insufficient to guarantee full and equal access.

"Failing to provide customers with a way to use services or 
receive
assistance regardless of disability is discriminatory and 
illegal," said
Attorney General Cuomo.  "HSBC's willingness to overhaul its 
policies and
systems sets a new precedent in customer service for individuals 
with
disabilities, and I commend the proactive action it's taken 
today."

The settlement requires HSBC Card Services to make significant 
changes
to its policies and procedures.  Specifically, it will:

Overhaul its website to ensure that customers with disabilities,
including those with vision loss and hearing disabilities, can 
utilize
its website and services; Offer statements, notices, standardized 
forms,
and informational materials in alternative accessible formats, 
including
on-line HTML versions for customers with visual impairments; Make 
reader
services available via its toll-free customer assistance line for
customers with visual impairment; Train customer service staff on
responding to calls placed by customers with hearing or speech
impairments through a TDD/TTY or a Telecommunications Relay 
Service, and
monitor such calls for quality assurance purposes; Adopt clear 
and
uniform procedures on how to receive, review, track, and promptly
respond to accommodation requests; and Designate an ADA 
Coordinator to
ensure that the company effectively meets the needs of customers 
with
visual and hearing impairments.  Carl R.  Augusto, President & 
CEO of the
American Foundation for the Blind, said: "We applaud the Attorney
General Cuomo for reaching this groundbreaking agreement to give
customers with vision loss options to access their financial
information, whether via the web, telephone, or hard copy.  There 
is no
greater sense of security than knowing you can easily and 
immediately
review information regarding your financial accounts and 
statements.
This agreement serves as a model for other financial services 
companies
to better meet the needs of all consumers, including those with 
vision
impairments."

Michael Rothenberg, Executive Director of the New York Lawyers 
for the
Public Interest, said: "The law requires companies to offer aids 
and
services to ensure that persons with disabilities are not denied
services available to other customers.  We applaud Attorney 
General
Cuomo's leadership in enforcing the law and urge other companies 
to
enhance access to their services for persons with vision and 
hearing
impairments, including expanding the accessibility of their Web 
sites."

This case was handled by Jeffrey K.  Powell, under the 
supervision of
Counsel for Civil Rights Spencer Freedman and Civil Rights Bureau 
Chief
Alphonso B.  David.



(c) 2008 NEW YORK STATE ATTORNEY GENERAL.  All rights reserved.

http://www.oag.state.ny.us/media_center/2009/sep/sep1a_09.html


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