Navigating financial services shouldn't be an obstacle course, especially for customers with disabilities. Yet, when it comes to actual, on-the-ground accessibility in bank branches—like BMO in Montreal—the reality can be more complex than official brochures suggest. In this article, I dig into the financial implications and standards surrounding accessibility features at BMO Montreal branches, blending personal experience, regulatory insights, and a dose of honest storytelling. Along the way, I’ll highlight how financial inclusion intersects with real-world accessibility, and where gaps still exist.
A couple of years back, after helping a visually impaired friend navigate a BMO branch in downtown Montreal, I realized something: accessibility isn’t just about ramps and braille. It’s about financial independence. If a bank isn’t accessible, it’s essentially locking people out of the financial system—a reality that can have long-term personal and even macroeconomic effects. The Canadian Human Rights Act and the Accessible Canada Act both mandate equal access to “services customarily available to the public,” including banking (Accessible Canada Act). But what does this look like in practice?
Let me walk you through my own recent experience—literally. I visited three different BMO branches in Montreal, each with a unique flavor. Two had automatic doors wide enough for a wheelchair, but the third had a heavy manual door. The teller, noticing my friend’s struggle, dashed over to help. Good intentions, but not a replacement for proper infrastructure.
According to the BMO official accessibility policy, all newly constructed or renovated branches must have accessible entrances, including ramps, wide doors, and low counters. The reality? Retrofits lag behind. The Canadian Standards Association’s B651-18 standard sets out minimum requirements for physical banking accessibility, including door width (minimum 850 mm) and ramp slope (1:12). If you’re planning a visit, I suggest calling ahead—even BMO’s locator tool sometimes fails to mention which branches are fully accessible.
Once inside, the next challenge is actually accessing financial services. I once saw a customer in a wheelchair struggling to reach the ATM because it was mounted too high, despite the so-called “accessible” label. According to the OECD, financial inclusion depends on physical and digital accessibility, which means banks need to do better than minimum legal standards.
BMO claims to offer talking ATMs, tactile keypads, and braille signage in most branches. In practice, availability varies. Here’s a quick snapshot from my last three visits:
This is where the story gets personal. My friend relies on screen readers and high-contrast materials. BMO’s digital banking apps are generally accessible, but in-branch, it’s a mixed bag. Staff are usually friendly but not always trained in accessible communication—one teller even admitted she wasn’t sure how to activate the ATM’s audio mode. The WCAG (Web Content Accessibility Guidelines) are the gold standard for digital accessibility, and BMO claims compliance, but real-world tests (check out this user forum thread) suggest gaps remain.
| Country | Standard Name | Legal Basis | Enforcement Body |
|---|---|---|---|
| Canada | Accessible Canada Act, CSA B651-18 | Accessible Canada Act, S.C. 2019, c. 10 | Canadian Human Rights Commission |
| United States | ADA Standards for Accessible Design | Americans with Disabilities Act (ADA) 1990 | U.S. Department of Justice |
| European Union | EN 301 549 (ICT Accessibility) | EU Web Accessibility Directive | European Commission |
| Australia | Disability Discrimination Act Standard | Disability Discrimination Act 1992 | Australian Human Rights Commission |
If you compare these approaches, Canada’s standards are robust on paper, but enforcement is inconsistent, especially in legacy buildings. The U.S. ADA, meanwhile, is often stricter in physical accessibility enforcement, but digital accessibility lags. The EU’s focus is more on digital financial services—important as banking moves online.
Let’s say a Canadian fintech, certified under CSA B651-18, expands into the U.S. market. Suddenly, it faces an ADA lawsuit because its mobile app doesn’t meet U.S. screen reader standards, even though it passed Canadian tests. This isn’t hypothetical—several banks have faced similar challenges when expanding cross-border (see recent BMO ADA litigation coverage).
Industry expert Jean Tremblay, who advises both Canadian and U.S. banks, puts it this way: “You can’t assume that passing one country’s accessibility audit means you’re in the clear elsewhere. Financial services companies need a global approach—otherwise, you risk exclusion and legal headaches.”
Having visited BMO branches with customers of varying abilities, I’ve seen the best and the worst. BMO’s customer service often compensates for gaps in infrastructure, but that’s not a reliable or dignified solution. The best experience I had: a branch manager who proactively offered a private room for my friend to discuss sensitive financial info using her own devices. The worst? Being told to “come back tomorrow” because the accessible ATM was out of order.
And here’s a confession: on my first attempt to use the so-called “accessible” ATM, I pressed every button except the right one to activate audio. It was only after a staff member brought out a laminated guide that we got it working—a reminder that even the best technology needs human backup.
Accessibility at BMO Montreal branches is a work in progress. While policies are strong and frontline staff are usually willing to help, the in-branch experience can vary from empowering to exclusionary. For customers, the best advice is to call ahead, advocate for your needs, and don’t hesitate to escalate issues—there’s a reason the Canadian Human Rights Commission exists.
For BMO and other banks, real financial inclusion means ensuring accessibility isn’t just a compliance box but a lived reality. That means continuous staff training, regular audits of both physical and digital infrastructure, and a willingness to learn from international best practices. As financial services go increasingly digital, the challenge will only grow. In the meantime, my advice is to treat accessibility not just as a legal requirement, but as a core part of client trust and financial empowerment.
Further reading: Financial Consumer Agency of Canada: Accessible Banking