CBA acknowledges the difficulty Mr Innes, Ms Mattiazzo and other Australians who are blind or vision impaired have experienced using Albert's touchscreen technology to enter their PINs.

The Albert has an accessibility feature for people who are blind or vision impaired, which was developed in collaboration with technology partners and accessibility experts.

However, CBA has listened to Mr Innes' and Ms Mattiazzo's feedback, and the feedback of other Blind Citizens Australia members about their experience and in the past year has worked to enhance the accessibility of Albert.

CBA will soon release an upgrade to Albert's software, which includes easier activation of the accessibility feature and other enhancements.

CBA has also agreed with Mr Innes and Ms Mattiazzo to provide to CBA's merchant customers, and make available to card holders who are blind or vision impaired, additional training and support to increase awareness about the accessibility feature and its function. 

This training and support will be delivered over the coming months and includes:

• providing additional information to CBA's merchant customers when their Albert is installed about the accessibility feature, how to activate it, and how a cardholder may use it;
• publishing a video on CBA's website for CBA's merchant customers about the accessibility feature, how to activate it, and how a cardholder may use it;
• including reminders on invoices to CBA's merchant customers about ensuring the merchant's employees know how to use the accessibility feature;
• publishing a podcast or video on CBA's website for card holders about the accessibility feature and how they may activate it and use it; and
• providing annual training sessions in capital cities throughout Australia for people who are blind or vision impaired to receive information about the accessibility feature.

CBA has also endorsed the Accessibility Principles for Banking Services, which were launched by the Australian Banking Association on 30 November.

CBA is committed to providing the best possible experience for our customers and community, and will ensure accessibility remains a key requirement of product development in the future.

We thank Mr Innes and Ms Mattiazzo for working collaboratively with us to help address their concerns.