RBC has a strong track record in providing innovative solutions that ensure access to banking services for clients with special needs and those who want to bank anytime, anywhere.

Access for low-income clients
Our aim is to keep our account opening process as straightforward as possible, while still meeting the requirements of anti-money laundering legislation in all the jurisdictions in which we operate.

We train employees on account opening procedures to ensure that we comply with existing regulatory requirements, including the Canadian government’s Access to Basic Banking guidelines on acceptable forms of identification. In plain language, and available in multiple languages, our documents clearly outline the requirements to open an account and disclose our verification of funds policy.

RBC is also a partner in a variety of community-based programs that enable low-income people to access basic banking services, and save money for a new business, home ownership, post-secondary education or job training.

Access for seniors
We have a special relationship with our senior clients, many of whom have banked with RBC for their entire lives.

Wherever possible, we exceed legal requirements for providing access, such as ensuring that branches are wheelchair and walker accessible, waiting areas have enough seats, our communication material comes in alternative formats and our employees are provided sensitivity training.

RBC Royal Bank offers a seniors’ rebate on all personal banking packages for eligible Canadian clients aged 60 and over. This year we also introduced the RBC Snowbird Package for clients who spend the winter months in the United States. No other Canadian financial institution offers a comparable combination of service and products, with special rates on banking, insurance, mortgage and foreign exchange services.

Anytime, anywhere banking
People today want to bank anytime, anywhere. RBC is the leader in introducing convenient, alternative banking channels to meet the changing needs of our clients. These include telephone banking services, online banking, full-service banking machines, and audio ATMs for our clients who are visually impaired. Over 70 new products and enhancements have been introduced to our online banking service since it was first introduced in 1996. In 2003, for instance, we launched Interac e-Transfer, enabling clients to move money safely, in real time, using an e-mail address.

Branch closures
The decision to close a branch is not an easy one – for our clients, our employees or the communities we serve. RBC complies with federal legislation in our commitments to:

• provide clients and communities with four months’ advance notice of network reconfigurations/branch closures (six months’ notice in the case of rural communities where there is no other financial institution within a 10 km radius);
• ensure community leaders and public officials are aware of our reconfiguration initiatives and have an understanding of service alternatives for the affected communities.

We are committed to working individually with each employee affected by a branch closure to identify placement opportunities as well as training and development activities to enhance placement.