Information on consumer banking services that meet accessibility requirements | OTP banka

In accordance with Article 21 of the Act on Accessibility of Products and Services for Persons with Disabilities (“ZDPSI”), OTP banka d.d. hereby provides information on consumer banking services that meet accessibility requirements in accordance with Article 13 of the ZDPSI, according to respective types of consumer banking service, as specified in Article 5(26) of the ZDPSI

I. GENERAL INFORMATION ON THE ACCESSIBILITY OF CONSUMER BANKING SERVICES OF OTP banka d.d.

Users can access the following consumer banking services at OTP banka d.d. through various channels, as defined below:
 

• Personal accounts (personal account, payment account with basic features, payment account with basic features for social transfers, campaign account, prepaid account), banking bundles (Youth Bundle, Personal Plus Account, Komplet Bundle, Extra Bundle, Premium Bundle, Private Banking Bundle)
  • Onboarding channels: Bank branches, post offices, mBank@Net mobile bank.
  • Business channels: Bank branches, post offices, ATMs, POS terminals, Bank@Net online bank, mBank@Net mobile bank.
     

• SEPA direct debits
  • Onboarding channels: At the payee.
  • Business channels: Bank branches, Bank@Net online banking, mBank@Net mobile banking.
• Credit payments
  • Onboarding channels: Bank branches, post offices, ATMs, Bank@Net online banking, mBank@Net mobile banking, Contact Centre, OTPtočka.
  • Business channels: Bank branches, post offices, ATMs, Bank@Net online banking, mBank@Net mobile banking, OTPtočka, POS, Flik POS, online payments (online stores), mDenarnic@.
     

3. Credit agreements subject to the law governing consumer credits

•  Consumer credit
  • Onboarding channels: Bank branches, post offices (order), Bank@Net online banking, Contact Centre.
  • Business channels: Bank branches, post offices.
• Housing loans
  • Onboarding channels: Bank branches.
  • Business channels: Bank branches
• Overdrafts (regular and extraordinary)
  • Onboarding channels: Bank branches, post offices, mBank@Net mobile banking (order), Bank@Net online banking, Contact Centre.
  • Business channels: Bank branches, post offices, Bank@Net online banking, mBank@Net mobile banking.

4. Deposits and savings

• Onboarding channels: Bank branches, post offices, Bank@Net online banking, mBank@Net mobile banking.
• Business channels: Bank branches, post offices, Bank@Net online banking, mBank@Net mobile banking.

5. Card transactions

• Debit card, charge card, prepaid card
  • Onboarding channels: Bank branches, post offices, Bank@Net online banking, mBank@Net mobile banking, Contact Centre.
  • Business channels: ATMs, POS terminals, internet, Google Wallet, Apple Pay, Garmin Pay.

6. Account transaction notifications

• Account transaction notifications
  • Onboarding channels: Bank branches, Contact Centre, website.
  • Business channels: SMS, e-mail.
• Security SMS notifications for payment cards
  • Onboarding channels: Bank branches, post offices, ATMs, Bank@Net online banking, mBank@Net mobile banking, Contact Centre.
  • Business channels: SMS.

7. Transactions in financial instruments:

• Purchase, sale, or transfer of financial instruments:
  • Onboarding channels: Bank branches, Investment Banking Department, Bank@Net online banking, mBank@Net mobile banking for pre-existing brokerage clients, and for all OTP banka clients as of October, including via digital channels.
  • Business channels: Bank branches, Investment Banking Department, Bank@Net online banking, mBank@Net mobile banking.
• Investment advisory
  • Onboarding and business channels: Private Banking.
• Mutual funds (OTP funds, Sava Infond, Triglav Investments, Raiffeisen Capital Management (RCM), Amundi, Moorea, and BNP Paribas)
  • Onboarding channels: Bank branches, Investment Banking Department.
  • Business channels: Bank branches, Investment Banking Department, Bank@Net online banking, mBank@Net mobile banking.
• Savings plan – SEPA DD
  • Onboarding channels: Bank branches.
  • Business channels: Bank branches.

8. Foreign currency transactions – foreign exchange business

• Onboarding and business channels: Bank branches, Bank@Net online banking, mBank@Net mobile banking.

II.  ACCESSIBILITY OF CONSUMER BANKING SERVICES REQUIRED BY THE ZDPSI

a) General terms and conditions
Accessibility to consumer banking services at OTP banka d.d. is ensured by fulfilling the general terms and conditions set forth in Article 8 of ZDPSI concerning the accessibility of services relevant to the field of banking, in such a way that the Bank ensures: 

• Accessibility by providing information, whereby the following applies: 
  • Information is available through more than one perceptible channel (spoken, written text and, in some cases, sign language interpretation).
  • Information is presented in an understandable manner (as unambiguous as possible and, if necessary, with the possibility of additional explanation at the branch, Contact Centre, or chatroom).
  • Information is presented to users in a way that they can perceive it (clearly visible and audible presentations).
  • The content of the information is available in text formats that allow for alternative support formats (support for the use of text readers is enabled).
  • It is presented in a font of appropriate size and shape, taking into account the expected conditions of use, and with sufficient contrast and adjustable spacing between letters, lines, and paragraphs (adjustment options on all digital channels and, where necessary, in branches).
  • Non-text content is supplemented with an alternative display of this content (captions are used for photos, subtitles for video content, and in some cases sign language interpretation).
  • The electronic information necessary to provide the service is provided consistently and appropriately (information is available on the website, online and mobile banking, and through the Contact Centre).
• Consistent and appropriate provision of website accessibility, including related web applications and services based on mobile devices, including mobile applications that are perceivable, operable, understandable, and robust (website, online banking, mobile banking are adapted with functionalities for people with disabilities)
• Through support services (Contact Centre)

b) Special conditions
Accessibility to consumer banking services at OTP banka d.d. is ensured by fulfilling additional accessibility conditions in accordance with Article 13 of the ZDPSI, relevant to the field of banking, in such a way that the Bank ensures:
 

• Methods of identification, electronic signature, security features, and payment services that are perceptible, usable, understandable, and reliable.
• Information that is understandable and does not exceed level B2 of the Council of Europe's Common European Framework of Reference for Languages.

III. INFORMATION ON THE ACCESSIBILITY OF CONSUMER BANKING SERVICES FOR PERSONS WITH DISABILITIES (Article 21 of the ZDPSI)

We summarize below the most important adjustments to ensure accessibility for people with disabilities under the ZDPSI for each type of onboarding or business channel: 

DIGITAL CHANNELS (www.otpbanka.si, Bank@Net, mBank@Net): 

OTP banka d.d.’s digital channels enable users with various disabilities to access banking services, including checking account balances, making payment transactions, managing savings products, and communicating with the bank. The services are designed to be usable with assistive technologies (screen readers, magnifiers, alternative input devices) and adapted to various user needs. 

To ensure accessibility of digital channels, the following accommodations are provided: 

• Responsive design — layout and content adapt to screen resolution and size, enabling use on various devices (desktop computers, tablets, mobile phones). 
• Compatibility with assistive technologies — content is structured so that screen readers (e.g., JAWS, NVDA, VoiceOver, TalkBack) can correctly interpret and convey it to the user. 
• Keyboard navigation — all key functionalities are accessible without using a mouse, with clear focus on the active element. 
• Appropriate colour contrasts — text and interactive elements meet the requirements for a minimum contrast ratio between text and background (a ratio of at least 4.5:1 for regular text). 
• Option to pause animations — moving or flashing content can be paused so as not to disturb users with epilepsy or attention disorders. 
• Option to enlarge text — content remains readable and functional even when enlarged up to 200%. 
• Font customization — users can adjust the font type and size to suit their needs. 
• Option to adjust line and character spacing — users can adjust spacing for easier reading.
• Predictable behaviour — the user interface operates consistently and predictably, without unexpected changes in context. 
• Alternative text for images — all informational images are accompanied by descriptive alternative text (alt attribute), which allows the image content to be understood without a visual display. 
• Use of different heading levels — a hierarchical heading structure (H1–H6) enables clear navigation through the content using assistive technologies. 

• Internal accessibility audit — internal evaluations are conducted to verify the compliance of digital channels with the requirements of the EN 301 549 and WCAG 2.1 AA standards. 
• Regular testing — digital channels are periodically tested using various assistive technologies and in different user scenarios, including testing with keyboards and screen readers. 
• Regular updates — continuous accessibility improvements are implemented based on test findings and user feedback. 

CONTACT CENTRE:

Contact Centre (CC) services are available to all customers via telephone, video call, email, and online chat. To ensure accessibility, the following adjustments have been made to the Contact Centre:

• Push authentication – customer identity can be confirmed during a call with a CC agent via a push notification in the mobile or online bank. 
• Adjustments to the chat feature in the mobile and online bank and on websites: high-contrast display settings, text and content enlargement, font changes, pointer enlargement, link highlighting, and partial optimization for screen readers in the mBank@Net mobile bank.

ATMs: 

To ensure accessibility of ATMs, OTP banka d.d. has implemented the following adjustments:

• Keyboards with tactile markings to help users navigate the keypad.
• Option to use a text-to-speech function by plugging in your own headphones into the designated port on the ATM.

In accordance with the Equalisation of Opportunities for Persons with Disabilities Act, the Bank ensures physical accessibility to ATMs.

BRANCHES:

To ensure accessibility at its branches, OTP banka d.d. has implemented the following adjustments:

• Tactile markings or a bell to ring for support of sales staff,
• Adjustments to the height of the sales counter,
• Space adjustments for manoeuvring with a wheelchair,
• Workstation markings with standardized accessibility markings,
• Installation of a hearing loop in the branch,
• Appropriate marking of paths, glass surfaces, and contrasting marking of stairs,
• Placement of signage and directional signs in contrasting colours and accessible fonts, supplemented with Braille inscriptions.  

In accordance with the Equalisation of Opportunities for Persons with Disabilities Act, the Bank ensures physical accessibility to its branches.

If you have any suggestions, questions, or complaints regarding the accessibility of services for persons with disabilities and other persons, please contact the Accessibility Officer at dostopnost@otpbanka.si. 

Date of preparation and review of accessibility information

• This information document was prepared as of 25 February 2026.
• It is available on the website www.otpbanka.si and in our branches.