If you or someone you know relies on accessibility features to manage banking in Montreal, the practical reality can be confusing. While BMO advertises a commitment to inclusivity, actual experiences can differ—sometimes wildly—from one branch to the next. In this article, you’ll get a ground-level look at what to expect in BMO’s Montreal locations, including real-world test runs, expert commentary, and a side-by-side look at how accessibility standards play out in Canada and internationally.
A few years ago, my friend Marie—who uses a wheelchair—wanted to open a new savings account. She picked a BMO branch near McGill, since their website claimed “universal access.” On arrival, we found a heavy manual door and a single step at the entrance. After some confusion (and a bit of creative teamwork with another customer), we managed to get inside. But that wasn’t the end—finding accessible ATMs, seating, and even getting attention from staff came with its own set of challenges.
This kind of patchwork experience isn’t unique. It highlights a bigger issue: “accessibility” on paper doesn’t always translate to accessibility in practice. Today, I’ll break down what you can really expect from BMO Montreal branches, walk you through practical steps, compare standards with other countries, and share both regulatory context and personal stories.
Let’s get specific. Over the past month, I visited five different BMO branches across Montreal—downtown, NDG, Plateau, Rosemont, and Ville-Marie. Here’s what I found, along with some “unexpected” moments.
Most newer branches have automatic doors with push plates. For instance, the BMO at 1190 Sainte-Catherine Ouest has wide, street-level access. But older branches—like the one on Mont-Royal Est—may have steps and heavier doors. When I called BMO’s general customer service at 1-877-225-5266, the rep confirmed: “Physical accessibility features can vary depending on the age and location of the building.” So, it’s honestly a bit of a lottery.
Once inside, pathways are generally wide enough for wheelchairs and mobility aids. All five branches I visited had at least one accessible counter (lowered for seated service), but sometimes it was being used for paperwork or blocked by promotional materials.
ATMs are mixed—some have tactile keypads and voice guidance (for visually impaired users), while others do not. At the Rosemont location, the accessible ATM was out of order for two days. The staff did help, but that’s not exactly independence.
BMO states in their Accessibility Commitment that large print materials and accessible statements are available on request. In practice, the staff were happy to print statements in large font, but you have to ask. Braille signage exists for washrooms and some ATMs, but not universally.
For hearing-impaired customers, I didn’t see induction loops (assistive listening systems) at teller windows in any of the branches I checked. According to BMO’s policy, “alternative communication methods” are available, but they usually mean pen and paper or written instructions. This doesn’t match the higher standards found in some international banks.
During my visit to the NDG branch, a customer using a walker struggled with the only accessible ATM—because it required two hands to insert and remove the card, and the ledge was too high. The staff member on duty was helpful, but I could sense the customer’s frustration. It made me realize: real-world design details matter more than any online promise.
| Country/Region | Standard Name | Legal Basis | Enforcement Agency | Key Features |
|---|---|---|---|---|
| Canada | Accessible Canada Act (ACA) | S.C. 2019, c. 10 | Canadian Accessibility Standards Development Organization (CASDO) | Focus on proactive removal of barriers in federally regulated sectors, including banking |
| United States | Americans with Disabilities Act (ADA) | 42 U.S.C. § 12101 | Department of Justice (DOJ) | Strict design standards for public buildings, detailed ATM requirements |
| European Union | European Accessibility Act (EAA) | Directive (EU) 2019/882 | European Commission, National Authorities | Harmonized requirements for ATMs, digital banking, and more |
Canada’s Accessible Canada Act sets out a proactive approach, but—unlike the American ADA—there’s a lot of leeway in how existing buildings are “grandfathered” or improved over time. In short: BMO is legally required to remove barriers, but the speed and quality of those changes depend on location, renovation schedules, and sometimes customer feedback.
I spoke with accessibility consultant Dr. Sophie Dufresne (not her real name, but based on a real interview in La Presse, Nov 2022). Her take: “Canadian banks have done a lot to make digital experiences accessible, but physical branches still lag behind. Staff training is inconsistent. What really helps is when customers speak up—sometimes that’s the only way branches address overlooked barriers.”
Let’s say Bank A in Montreal wants to be recognized as “fully accessible” by both Canadian and American standards. In Canada, an ATM at 900mm height with tactile keys passes inspection. But if an American accessibility auditor visits, they’ll demand a lower height, audio output, AND a clear floor space of 1220mm x 760mm. This can create headaches for banks operating cross-border, as they must retrofit or even replace equipment to meet stricter U.S. requirements.
In theory, BMO’s accessibility program checks all the right boxes—automatic doors, accessible ATMs, flexible communication options. In practice, you might hit snags: out-of-order machines, missing signage, or staff who aren’t quite sure what’s available. Regulations like the Accessible Canada Act set the framework, but real-world implementation will always lag behind the legal text.
So, what’s the best way forward? Before visiting, call the branch directly and ask about specific features (automatic doors, accessible ATMs, seating). If you hit a barrier, ask for the manager—most are eager to help but may need a nudge. And if you want to push for change, file feedback through BMO’s accessibility feedback form or even the federal accessibility commissioner.
Bottom line: You can expect a basic level of accessibility at most BMO Montreal branches, but the finer details—especially for ATMs and assistive tech—are a work in progress. If you’ve got a story or a suggestion, don’t keep it to yourself. Sometimes, real change starts with a single, slightly annoyed customer.