Special groups
RBC provides banking access to a host of traditionally underserved
groups through customized products, services, channels and
community-based programs. We serve:
Low-income and underserved clients
RBC is committed to providing banking access to low-income
and previously underserved clients through initiatives like:
- Our low-cost Canadian deposit account, one of the industry's
most flexible, offering 15 monthly debit transactions for
a low, flat fee
- Affordable mortgage options and first-time buyer workshops
in the U.S.
- Access to basic banking for remote Aboriginal communities
offered through innovative partnerships with local agents
- U.S. branch offices that service low- and moderate-income
communities. In July 2008, 19% of our U.S. bank branches
were in such communities.
People with disabilities
For clients with disabilities, RBC's goal is to ensure equal
access to premises and services. RBC has a strong record of
making accessibility improvements and involving our clients
and other stakeholders in the process. In 2008, we launched
Accessible RBC Banking, a dedicated website that informs clients
on general accessibility issues and RBC standards and tools.
For more information, see rbc.com/accessibility
Branches
We're committed to applying barrier-free design standards
wherever we operate and approximately 90% of RBC bank and
insurance branches in Canada and the U.S. are wheelchair accessible.
In the Caribbean, the vast majority of our branches are wheelchair
accessible. Our physical locations are audited periodically
for accessibility to identify and remove barriers to people
with disabilities. In Canada, every new RBC branch must be
wheelchair accessible and, wherever possible, we exceed legal
requirements for access. All RBC U.S. banking and administrative
facilities built or renovated since 1990 have met or exceeded
Americans with Disabilities Act (ADA) requirements.
ATMs
RBC worked with the Canadian Standards Association (CSA)
to shape the industry standard for barrier-free ATMs, and
we were the first bank worldwide to provide audio-enabled
ATMs. Our prototype has been adopted as the de facto standard
by both the CSA and other standards bodies around the world.
More than 700 of our branch ATMs in Canada are wheelchair
accessible. Our ATM surround design exceeds the knee space
requirement outlined in the CSA barrier-free design, so that
people in wheelchairs have easier access. In 2008, clients
had access to 745 "talking" RBC bank machines across
Canada. Clients can easily find a talking ATM using the search
tool on our website.
Telephone banking
Royal Direct® has a special number that can be accessed
using a teletype writer (TTY) device, giving hearing-impaired
clients in Canada and the United States 24/7 access to our
telephone banking services. Relay Services can also be used
to talk to a representative about banking needs, particularly
for more complex requirements.
Online banking
Our goal is to make our websites accessible and usable for
our clients. Our online standards enable access using a broad
range of technologies such as different browsers including
adaptive devices used by persons with disabilities. RBC is
a pioneer in applying the web content accessibility guidelines
developed by the World Wide Web Consortium.
Print materials
RBC clients can receive print materials in a number of alternative
formats, including large type, audio cassettes, Braille and
e-text. More than 800 RBC clients receive Braille statements.
In 2008, we improved these statements based on community feedback
and new standards.
Seniors
RBC is sensitive to the specific banking and insurance needs
and concerns of the growing population of seniors. We offer
specialized deposit and insurance options for seniors, including
free banking and monthly rebates on bank accounts. We also
provide training and presentation material to employees across
Canada, enabling them to meet with groups of seniors to discuss
financial fraud. In the U.S., through the acquisition of ANB
in 2008, RBC Bank introduced a new, no-fee chequing account
for seniors that pays interest on balances over $1,000 and
provides free basic cheques.
Students and youth
RBC offers a variety of banking and credit products tailored
to meet young people's needs. For clients under 19 in Canada,
the RBC Leo's Young Savers Account® includes 15 free debit
transactions monthly along with educational materials and
access to tools to help youth and their parents increase their
financial awareness. In 2008, RBC launched the Family Financial
Kit for parents of Canadian children aged 0 to 5 to assist
them in better organizing their finances, protecting their
family from the unexpected, and planning for their children's
future and education.
In the U.S., RBC Bank offers students and their families
a number of web resources to help choose, plan and finance
a college education. This includes advice on choosing the
right college, descriptions of financing and aid programs,
and a number of tools to calculate the costs and value of
higher education.
Newcomers to Canada
RBC wants to be the financial institution of choice for newcomers
to Canada and to serve the needs of the communities and cultures
they represent. We are committed to making it easier for newcomers
to succeed. In 2008, we launched a Welcome to Canada package
which focuses on the key financial decisions every newcomer
faces in their first few months in Canada. Available in 14
languages, the package includes introductory discounts on
products and services to meet immediate banking needs while
providing guidance and advice to achieve future financial
goals. We also expanded our Equity Program for New Immigrants
to Canada, which enables eligible new Canadians to obtain
mortgage financing without having to provide traditional confirmation
of employment/income to support their ability to service a
mortgage. The client must demonstrate they have sufficient
resources to service the mortgage.
People who speak different languages
- As a group, RBC employees speak more than 100 languages.
- Combined, RBC call centre employees speak 60 languages.
- We have a dedicated telephone number for Mandarin and
Cantonese-speaking clients (1-888-769-2598).
- In 2008, RBC launched telephone service in more than
150 languages on 1-800-ROYAL®-1-1. Within minutes, a
customer service representative can connect a client to
one of 2,600 language interpreters via a three-way confidential
conference call.
- Combined, our mobile mortgage specialists speak more
than 35 languages.
- Our Welcome to Canada website is available in French,
English and simplified Chinese.
- We have dedicated Chinese language telephone representatives
and a Chinese language option on our banking machines at
1,861 locations across Canada. This number continues to
grow as we expand our network.
- Consumers can use our online branch and ATM locator to
search our network by location, hours and language preference.
- In the U.S., RBC Bank has about 451 employees who are
bilingual. Of these, 200 speak Spanish fluently. All of
our banking machines are bilingual.
- RBC Bank continues to offer a telephone language interpretation
service to assist clients who cannot speak English.
- RBC branches in the Dutch Caribbean are multilingual,
in keeping with the demographics in those countries.
Aboriginal communities
Access to Banking and specialized services
In addition to eight Canadian branches located on reserves
and six branches "North of 60," RBC has established
five agency banking outlets in Aboriginal communities in Alberta,
British Columbia, Manitoba, and Ontario. These agencies provide
access to financial services using RBC systems and infrastructure
in remote areas. There are currently three more agencies under
consideration for Saskatchewan, Ontario, and Newfoundland.
Our dedicated team of specialized Aboriginal banking market
managers, account managers and risk managers understands the
unique lending issues and financial service needs of Aboriginal
governments, businesses and communities. The team harnesses
its expertise to provide proactive financial advice and solutions
to our Aboriginal banking clients across Canada.
Fifty-six First Nations participate in our On-Reserve Housing
Loan Program, which helps more families enjoy the long-term
benefits of home ownership and investing. A number of mortgage
and housing policy changes now allow bands to offer housing
to non-First Nations peoples, improving the reserve's economic
viability.
To enhance lending to Aboriginal people, RBC has agreements
in place with a number of Aboriginal organizations including:
-
NACCA (National Aboriginal Capital Corporation Association)
-
TACC (Taleawtxw Aboriginal Capital Corporation) in British
Columbia
-
MBDC (Miziwe Biik Development Corporation)
-
Waubetek Business Development Corporation in Ontario
-
SOCCA (Société de crédit commercial
autochtone/Native Commercial Credit Corporation) in Quebec
We proactively seek out opportunities to work with other
Aboriginal capital corporations across Canada. For example,
in 2008, RBC provided financing of more than $64 million for
Aboriginal access to banking services and capital for projects
such as a marina, tree farm licenses, a bingo hall, a regional
government ministries office, a hotel, a housing program,
two community centres, two office buildings, a museum, an
amphitheatre and shellfish projects.
