Customer relationship

Owner-customers and benefits

The Owner-customer Membership and Benefits Portal is partly compliant with digital accessibility standards. Customers are able to use the services, which mainly meet accessibility requirements. Fixes will be made as the services are updated. This accessibility statement will be updated as and when issues are fixed.

Non-compliance with requirements and the applicable exemptions are listed below.

Non-accessible content (based on WCAG criteria)

Accessibility issues with the portal include colour contrasts which do not fully satisfy the relevant standards. Services do not fully support assistive technologies, such as using screen readers for additional information boxes, and problems occur when reading content. In addition, some documents in the portal may not be fully accessible.

Below are the accessibility requirements of WCAG 2.2 (Web Content Accessibility Guidelines) not yet fully satisfied by the portal. 

Non-accessible content and issues

Keyboard operability and the visibility of keyboard focus are limited in places. The links on the directory pages cannot be read using the screen reader or used from the keyboard.
There are accessibility issues with colour contrasts and inconsistencies in link styling.

• WCAG 1.3.1, 2.4.6 The Benefits for you box has not been programmatically marked as a separate area, so screen reader users cannot recognise that it is a separate box.  
• WCAG 1.1.1 The contextual ad image has the title attribute ”mainosnoston kuva” (“contextual ad image”).  
• WCAG 2.4.3, general accessibility The aria-label of the tab component is "Valitse välilehti" (“Select tab”).  
• WCAG 4.1.2, general accessibility The additional information button is missing the aria-expanded attribute, which means that screen reader users do not learn that it opens something.  
• WCAG 2.4.7 The links in the Owner-customer benefits section completely lack a visible focus.  
• WCAG 3.1.2, general accessibility The JavaScript notification on the website is only available in English, which means that it may not be understood by all users. The language of the text has not been programmatically determined.  

Bonus calculator (logged-in users)

1.4.3 Contrast (minimum) (level AA)
The contrast ratio between link text and the grey background is less than 4.5:1.
The contrast ratio between the white font used in the bonus calculator’s results and the orange is less than 4.5:1.
1.4.11 Non-text contrast (level AA)
The contrast ratio between the info icon and the white background is less than 3:1.
1.4.13 Content on hover or focus (level AA)
The info box can only be dismissed by moving the pointer.

Become an owner-customer

1.4.3 Contrast (minimum) (level AA)
The contrast ratio between the grey background and the orange link on the start page is less than 4.5:1.
1.4.11 Non-text contrast (level AA)
The contrast ratio between the info icon and the white background is less than 3:1.
1.4.13 Content on hover or focus (level AA)
The info box can only be dismissed by moving the pointer.
2.4.6 Headings and labels (level AA)
Headings and labels are displayed in the body text font.
4.1.2 Name, role, value (level AA)
The text in the ‘Become an owner-customer’ button is not visible to screen readers.

My profile

Accessibility status

My profile partially meets accessibility requirements. If using My profile is not possible, the customer can handle the matter by contacting Customer Service or by visiting a bank branch. Known accessibility issues are listed below.

Inaccessible content

The service contains individual accessibility issues. These are listed below. Significant issues relate to the fact that it is not possible to read the content with a screen reader, and that the programmatic and visual names of elements differ from each other, causing issues with voice control. Some of the issues are in user interface components in joint use within OP. The accessibility of these components is developed separately.

WCAG Requirements of the 2.2 guidelines containing issues

WCAG 4.1.2 Name, Role, Value

WCAG 1.3.2 Meaningful Sequence

Screen reader users do not receive an input indicating that the additional information buttons open additional content. Content that is opened from additional information buttons cannot be read with a screen reader. 

WCAG 1.3.1 Info and Relationships

In Saved successfully notifications, the close button is read before the text. The notification area is not programmatically separated into a separate area, making it unclear for screen reader users what is closed by the button.

WCAG 3.1.2 Language of Parts

The JavaScript notification on the website is only available in English, which means that it may not be understood by all users.

WCAG 1.3.1 Info and Relationships

WCAG 4.1.2 Name, Role, Value

In the customer information on the homepage, the phone number and owner-customer text and links at the bottom of the page are programmatically implemented in a way that prevents some screen readers from being able to read the content.

WCAG 1.4.11 Non-text Contrast

WCAG 1.3.1 Info and Relationships

In the My customer relationship section on the homepage, the icon for the customer relationship identifier has insufficient contrast with the background. Icons and inactive texts are hidden from screen readers.

WCAG 1.3.1 Info and Relationships

The Customer information text on the homepage appears to be a heading, but this is not programmatically indicated.

WCAG 3.2.4 Consistent Identification

Error notifications are not shown next to the phone number fields in My profile. The error notification is found at the top of the form. 

WCAG 2.5.3 Label in Name

On the page on consent to direct electronic marketing, selection box labels have aria labels that differ from the visual presentation. As a result, voice control users cannot use the selection boxes.

WCAG 1.3.1 Info and Relationships

In the view on notification of an incoming e-invoices, the email and phone number fields are visually subordinate to selection boxes above them, but this is not the case programmatically. As a result, the selection box headings are not read by screen readers.

WCAG 1.3.1 Info and Relationships

Visual headings are not always headings programmatically. The programmatic hierarchy of headings does not fully match the visual presentation and structure of the content.

WCAG 4.1.2 Name, Role, Value

WCAG 2.4.6 Headings and Labels

WCAG 4.1.3 Status Messages

In the My services view, the Download information button does not tell screen readers whether the section is open or closed. The text alternative for the button for closing the section is "Close", but because the section is not programmatically separate from its environment, the meaning of the button can remain unclear for screen reader users. When the section is opened, the screen reader receives the notification "Downloading", but the completion of the download is not indicated in any way.

WCAG 1.3.1 Info and Relationships

WCAG 4.1.3 Status Messages

WCAG 4.1.2 Name, Role, Value

WCAG 2.4.6 Headings and Labels

WCAG 3.3.2 Labels or Instructions

On the Personal data request form, the selection boxes From which services do you want to order your details? are marked as a group programmatically, but the grouping is not read by screen readers. Selecting the selection boxes opens additional information below the box, but this is not indicated to screen reader users. The Specify your request field is lacking a programmatic name. The info text above the field is not programmatically linked to the field. The labels for the start and end date fields are not read by screen readers. In the section Choose the time your prefer when we can contact you, the programmatic name for both time fields is "country code". The fields are not grouped programmatically. The user is shown a notification for successfully submitting the form, but this is not read by screen readers. Mandatory fields are not indicated.

Archive

Customers are able to use the service, which mainly meets accessibility requirements. 

Minor issues in meeting the following WCAG criteria:

• WCAG 1.3.1 Info and Relationships
• WCAG 2.1.1 Keyboard

There are also issues with documents accessed from the service. Document conversion to improve their accessibility is unfinished due to the large number of documents.

In other respects, the service meets requirements. 

CDD information form:

WCAG 1.3.1: Grouping elements: the grouping of elements on forms is not programmatically determined. Checkboxes and selection buttons are not grouped together with the questions to which they relate. Info texts related to an option are not grouped with the relevant option.
WCAG 1.3.1, 2.4.6: Form structure: headings and links: the form can be used to report about a customer relationship with one or several foreign banks. This structure is not indicated in the form’s structure (programmatically or textually).
WCAG 1.4.4: Delete link: the start of the form section for each foreign bank has a link for deleting the bank from the form. This is not indicated by the link text or positioning (“confirm delete by clicking the recycle bin”).
WCAG 1.3.1, 1.3.2, 2.4.3: Add new country function: selecting the “Add new country” link opens a new section on the form above the link, but the focus remains on the link itself. The user may fail to notice that the form has changed.

Charges and Fees for personal customers

Charges and Fees is a single-page application. Your navigation has deficiencies which may make it difficult for persons who use a screen reader, screen magnification or a small screen to see the content of the page:

WCAG 1.3.1, 4.1.2, 2.4.3, 2.4.6: The tab element has several accessibility deficiencies which prevent the contents, among other things, from linking to tabs programmatically

WCAG 2.4.2: Page names do not help determine the location in the service

WCAG 3.1.2: The Noscript element on the pages is in English, and this has not been indicated programmatically

WCAG 4.1.3, 2.4.3, 4.1.2: There is an error in the navigation menu. It causes the focus not to move anywhere programmatically when the page changes.

WCAG 2.4.3, 4.1.2: When the table of contents button is clicked, the page scrolls, but the focus does not move

WCAG 2.4.6, 2.4.3, 4.1.3: When the Other service charges and fees button is clicked, the focus does not move

WCAG 1.3.1: In some of the tables, the subheading rows are presented in a manner that prevents persons who use a screen reader being informed that the row is a heading row

WCAG 1.3.1: In some items, additional charges are presented in a manner that prevents persons who use a screen reader necessarily receiving clear information about them

WCAG 1.3.1, 2.4.6: Table headings are located in a manner that makes it difficult to use and interpret tables clearly with a screen reader

WCAG 2.4.3: The focus order is deficient in some tables, possibly making it difficult to proceed to the footer

The back-end system of the Charges and Fees page is being updated. In the same context, the op.fi list of charges and fees will also be rebuilt and made accessible. However, due to the project’s scope, this work is still in progress.

Death estate services

The digital service for death estates meets the requirements set for accessibility. 
It is also possible to submit death estate documents to the nearest bank branch or, if you have an OP User ID and Digital Agreement, by sending a message via OP's digital services.