Introduction
City Exchange upholds the rights of people with special needs to be treated with respect and dignity.
City Exchange provides consumers including vulnerable groups and People of Determination access to its financial products and services and assists them in carrying out financial transactions safely and efficiently.
City Exchange believes that it is critical to implement the right of vulnerable consumers to fair and equal treatment without discrimination.
- Equal rights: We at City Exchange make sure that all our consumers are treated fairly, honestly, and professionally, with due skill, care, and diligence, regardless of their religion, gender, age, income level, and marital status.We ensure equal access to services for People of Determination.The right to receive clear and necessary information to make informed decisions about products and services, as well as the right to be aware of their basic rights and responsibilities, are guaranteed to all consumers.
- Priority counter: A separate counter for those with special needs is available at all City Exchange branches. These counters are available for their convenience at all branches.
- Assistance to consumer: City Exchange’s qualified staff are always available to assist and guide consumers with special needs in overcoming physical, language, and other competency challenges when doing financial transactions. In addition to this, consumers who cannot both read and write and have language limitations may choose to conduct interactions in the presence of a trusted person, such as an advisor, family member, or friend.
- Access to products and service: City Exchange ensuresthat people with special needs have access to all its products and services, and that all services are provided within the abilities and capacities of people with special needs. Our financial product and service design, business operations, premises and processes are made suitable and accessible to consumers across different vulnerable groups.
- Trained staff: City Exchange is committed to providing special assistance to people of determination through disability-friendly premises and regular training for staff. City Exchange provides periodic trainings to relevant branch staff to educate them on how to assist and serve consumers in vulnerable groups, and these awareness sessionsenable them to guide and offer priority at the counters to enhance the experience of people with disabilities. We make it possible to provide enhanced and satisfied service to people with special needs through systematic and periodic training and awareness programmes.
- Anti-discrimination principles: City Exchange has integrated its anti-discrimination principles into the internal code of conduct, which mandates each employee to not discriminate against any customer, supplier, or staff member based on sex, race, colour, ethnicity, age, religion, or any other legally protected characteristic. Anti-discrimination breaches will not be tolerated at any cost.
City Exchange – Licensed by the Central Bank of the UAE
