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We believe everyone should have equal access to safe, convenient, and dignified financial services, regardless of disability.
Our Commitment
At Zenith Bank (Ghana) Ltd, we are committed to providing inclusive, accessible, and equitable banking services for Persons with Disability (PWDs). Our Disability Inclusion Policy aligns with the Bank of Ghana's Financial Inclusion for Persons with Disability Directive and the principles of the United Nations Convention on the Rights of Persons with Disability.
We believe everyone should have equal access to safe, convenient, and dignified financial services, regardless of disability.
Our Objectives
Our policy is designed to:
Promote equal access to banking products and services for Persons with Disability.
Increase the use of financial services by Persons with Disability through tailored solutions.
Ensure our products, services, digital platforms, and physical infrastructure are inclusive and accessible.
Foster a culture of respect, dignity, non-discrimination, and equal opportunity.
How We Support Persons with Disability
We continuously work to make banking more accessible by:
Providing priority service at all our branches.
Offering disability-friendly banking products and digital channels.
Improving accessibility across our banking halls, ATMs, websites, and other service channels.
Training employees to provide respectful, responsive, and inclusive customer service.
Engaging with disability organisations and other stakeholders to improve our products and services.
Accessible Products and Services
Persons with Disability can access a wide range of products and services, including:
Savings and Current Accounts
Zenith Thumbz-Up Account
Zenith Instant Account
Timeless Account
Mobile Banking and USSD (*966#)
Internet Banking
Z-Mobile
ATM and POS services
Z-Prompt transaction alerts
Merchant Pay and GlobalPay
SME Accounts and MSME Loans
Investment Savings Accounts
Relationship Banking Services
Special financing programmes, including the Mastercard Foundation BRIDGE-In-Agric Finance Facility
These services are continually enhanced to improve accessibility, convenience, and independence.
Accessible Banking Environment
Where practicable, our branches provide:
Wheelchair-accessible entrances and ramps
Non-slip flooring
Wide corridors and doorways
Designated parking spaces
Disability-friendly washrooms
ATMs with tactile functionality for customers with visual impairment
We continue to improve our facilities in line with regulatory standards and accessibility best practices.
Privacy and Respect
We collect disability-related information only with the customer's consent and solely to improve service delivery and accessibility. All personal information is handled confidentially and in accordance with applicable data protection requirements.
Complaints and Feedback
We are committed to resolving complaints from Persons with Disability fairly, promptly, and respectfully through accessible channels, including:
Any Zenith Bank branch
Zenith Direct Contact Centre
Telephone
Social media
Dedicated complaint forms available at our branches
Website
Where possible, complaints are resolved immediately. More complex cases are escalated through a structured process, with a target resolution period of five to seven working days.
Our Commitment to Non-Discrimination
Zenith Bank provides banking services without discrimination and is committed to treating every customer with dignity, fairness, and respect. We strive to remove barriers that may prevent Persons with Disability from accessing our products and services and provide reasonable accommodation wherever possible.
Continuous Improvement
We regularly review our Disability Inclusion Policy, monitor our progress, and continue investing in accessible products, staff training, infrastructure, and customer engagement to ensure we deliver very good inclusive banking experience for all.
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