CommBank's Broken Website
The power of the Web is in its universality. Access by everyone regardless of disability is an essential aspect.
-- Tim Berners-Lee, W3C Director and inventor of the World Wide Web
I have been a customer of the Commonwealth Bank of Australia since 1982.
- Amaya 5.1
- Internet Explorer 5.00.3105.0106
- Lynx 2.8.4rel.1
- Mozilla 0.9.4
- Netscape Navigator 4.77
A trivial fix would have been to add a <body> to the page, as follows. With the exception of the three added lines, this was the source of the broken homepage. This would have had the significant benefit of making the page valid HTML.
Ideally, the Commonwealth Bank of Australia would apply the Web Content Accessibility Guidelines produced by the World Wide Web Consortium. These Guidelines include a specific recommendation against relying on scripting.
I've created the following time line of the significant events in my efforts to have this issue corrected.
- September 2000
- I contacted the Commonwealth Bank about this issue and was eventually told that the development team would take my feedback into consideration when performing the next update.
- August 2001
- I again raised this issue. Despite assurances of a rapid reply by the "Email Support Team", no response was received.
- September 2001
- I spoke with a Customer Relations Officer about the lack of response. I forwarded my previous emails to them and my emails were passed onto Direct Banking for a response.
- October 2001
- Direct Banking staff contacted me and we discussed the issue. I forwarded the above screen-shots. They said that my feedback would be considered in a forthcoming re-design and that they would let me know the outcome.
- January 2002
- Concerned over the apparent lack of action or reply, I again raised the issue about the website. Direct Banking staff replied saying that my suggestions have not been implemented.
- February 2002