This statement concerns the accessibility of services related to Customer Service. Such services are part of op.fi, which is the website for OP Financial Group companies.
The accessibility of Customer Service was assessed by accessibility experts working for OP Financial Group on a project basis in April 2024 and by means of self-assessment of web accessibility.
The assessment was mainly performed on a computer running Windows and on the Chrome browser. The screen reader test was performed with the NVDA screen reader program and some details were checked with other instruments.
Digital accessibility is regulated by the Finnish Act on the Provision of Digital Services.
This accessibility statement was created on 10 June 2024 and was last updated on 10 June 2024.
Accessibility of digital service
OP’s customer services meet the requirements in part. Non-compliance with requirements and the applicable exemptions are listed below by means of communications.
Non-accessible content
In general, the customer services have some accessibility deficiencies, which are non-conformances with level A or AA criteria of the WCAG 2.2 standard, best accessibility practices and, in some cases, usability requirements. The severity of the findings varies from critical to low. There are deficiencies in colour contrast and the text alternatives for graphical objects, for example. The services do not yet fully support the use of assistive technology such as screen readers, and there are problems in keyboard navigation.
FAQ
Back to top buttons do not shift focus but only scroll the page to the top. (WCAG 1.3.1 Info and Relationships, 1.3.2 Meaningful Sequence, 2.4.3 Focus Order and 4.1.2 Name, Role, Value.) Another accessibility deficiency is that anchor links lack labels that would indicate that the links are page-internal. Instead of scrolling, the links cause the page to jump forward, which makes it harder to detect that the new location is on the same page. (WCAG 2.4.4, 2.4.6, usability.)
Messages
The messaging service is divided into separate services for personal and corporate customers because these customer groups have separate applications. Accessibility deficiencies are listed by application.
Messaging service for personal customers
The messaging service for personal customers mainly meets accessibility and usability requirements. Some of the small deficiencies detected in the expert assessment were corrected in May 2024, and there are a few remaining accessibility deficiencies. The deficiencies and the corresponding accessibility requirements under the WCAG 2.2 standard are listed below:
Different pages in the application have not been given individual headings because the application is a single-page web application (WCAG 2.4.2)
The Add to favourites button has an insufficient text alternative, the status is indicated only by colour and the filler colour of the keyboard focus has a low contrast ratio (WCAG 1.3.3, 1.4.1, general accessibility)
The links that are included in the messages and lead to the op.fi service open in a new tab. Such links have not been marked programmatically and visually so that the user realises that the link will open in a new tab. (WCAG 3.2.4, general accessibility)
Messaging service for corporate customers
A corresponding expert assessment of accessibility was performed on the messaging service for corporate customers. According to the assessment, the application has a moderate amount of accessibility issues in headings, structures and labels, among other areas, causing difficulties for screen reader users. In addition, colour contrasts do not always meet accessibility requirements, and some graphical objects lack text alternatives. There are also issues with keyboard navigation.
Accessibility deficiencies have been detected in:
- labels (WCAG 3.3.2)
- text alternatives (WCAG 1.1.1)
- screen reader feedback (WCAG 1.3.2, 2.4.3, 4.1.3)
- reading sequence and tabulator order (WCAG 1.3.2, 2.1.1, 2.4.3, 4.1.2)
- keyboard focus (WCAG 2.4.7)
- info texts (WCAG 1.1.1, 1.3.2, 2.1.1)
- error messages (general requirement)
- page title attributes (WCAG 2.4.2)
- text contrast (WCAG 1.4.3, 1.4.11)
- headings (WCAG 1.3.1)
- disabled buttons (WCAG 3.3.1)
- file links (WCAG 1.3.1, WCAG 2.4.3)
- the attachment menu (WCAG 1.4.13, 4.1.2)
- tabs (WCAG 4.1.2)
- window roles (WCAG 1.3.1)
- reflow (WCAG 1.4.4, 1.4.10).
The service is continuously developed to meet accessibility requirements.
Chat
The chat service mainly meets the accessibility requirements. The service still has some accessibility deficiencies, but they do not prevent using the service with assistive devices such as a screen reader. In particular, there are accessibility deficiencies with managing focus and screen reader feedback.
Accessibility requirements specified in the WCAG which the chat does not yet fully meet are listed below:
- Text alternatives (WCAG 4.1.2)
- Focus (WCAG 1.3.1, 2.4.3, 2.4.4, 2.2, 2.4.11, 4.1.3)
- Screen reader feedback (WCAG 4.1.3, 1.3.2)
- Contrast (WCAG 1.4.11)
- Screen reader feedback (WCAG 4.1.3)
- Navigation (WCAG 2.4.4)
- Headings (WCAG 1.3.1)
- Reflow (WCAG 1.4.10)
The service is continuously developed to meet accessibility requirements.
Online meeting
The online meeting service mainly meets the accessibility requirements. The service still has some accessibility deficiencies, but these do not prevent use of the service with assistive devices such as screen readers. In particular, there are accessibility deficiencies in the functioning of drop-down menus, the Settings modal and managing focus.
The accessibility requirements specified in the WCAG (Web Content Accessibility Guidelines) which the online meeting does not yet fully meet are listed below:
- Headings (WCAG 1.3.1)
- Navigation (WCAG 2.4.1)
- Screen reader feedback (WCAG 4.1.2, 4.1.3)
- Text alternatives (WCAG 1.1.1, 1.3.1)
- Keyboard accessibility (2.1.1, 4.1.2)
- Labels (WCAG 2.4.6)
- Focus (WCAG 2.4.3, 2.4.11)
The service is continuously developed to meet accessibility requirements.