Financial Inclusion and Financial Literacy

Accessible Banking

Ziraat Katilim addresses financial inclusion as an approach that supports all customers in benefiting from banking services equally, easily, and without interruption. In this context, accessible banking practices are developed to strengthen access to financial services for individuals with different needs and expectations, and accessibility solutions focused on improving customer experience are implemented.

Within the scope of accessible banking practices, applications have been developed at Ziraat Katilim branches and all ATMs to facilitate access to services for individuals with disabilities. Arrangements have been made to support access to banking services for visually impaired and physically disabled individuals in both physical channels and internet banking. These arrangements are updated in line with the standards set out in the Regulation on the Accessibility of Banking Services published by the BRSA.

Regulation on the Accessibility of Banking Services published by the BRSA.

One of the practices carried out by Ziraat Katilim in the field of accessible banking is training programs aimed at strengthening employees' communication with customers with disabilities. E-learning materials prepared to support customers with disabilities in benefiting from banking services without difficulty are made available to all employees. Through these materials, it is aimed to increase awareness of the needs of individuals with disabilities and to adopt an inclusive approach in service processes.

Through the "Basic Turkish Sign Language" training available on Ziraat Katilim Academy, employees are expected to gain basic knowledge and communication skills in sign language. The training includes basic concepts, daily expressions, and interactive content for practical use, thereby supporting more effective and inclusive communication during service processes.

Accessible Branches

At all Ziraat Katilim branches, information panels prepared in accordance with the Braille alphabet are available for visually impaired customers. In addition, the Bank provides accessible banking transaction options specifically for visually impaired customers at its branches. Within the scope of branch inspections carried out by the Ministry of Family and Social Services, the criteria determined for these practices are monitored regularly and necessary improvements are made.

Branches are arranged to allow easy access for individuals with disabilities and guiding and warning surfaces are placed in stair areas for physically disabled customers. Tactile floor applications inside the branches support visually impaired individuals in finding their way, while physical accessibility is enhanced through ramps, disabled elevators, and portable ramps. Call systems located on the exterior of the buildings enable customers with disabilities to easily reach banking staff.

Priority is defined in queue management systems at branches for individuals with disabilities and customers over the age of 70. Disabled elevators are available at the Bah'elievler and Altunizade branches.

Arrangements for Visually Impaired Customers at ATMs

In order to facilitate access to banking transactions for customers with visual impairment or low vision, voice guidance feature is provided at all ATMs of Ziraat Katilim. All ATMs have a headphone jack, allowing customers to perform basic transactions such as balance inquiry, cash withdrawal, and cash deposit through the audio menu. Customers with disabilities using cards issued by other banks can also benefit from the services offered within the scope of the BKM shared transaction menu via Ziraat Katilim ATMs.

The audio transaction menu can be accessed from all ATMs. The system is activated automatically when headphones are connected and the screen is darkened for security purposes. If the headphones are removed during the transaction, the process is terminated and the card is returned. During the transaction, users can access all information audibly, including instructions, confirmations, and error notifications. In addition, the audio repeat feature allows the customer to adjust the volume level. All transactions are carried out with voice guidance support and embossed keypads. ATM components are equipped with embossed markings compatible with the Braille alphabet and are designed to enable easy use by visually impaired customers.

Arrangements for Physically Disabled Customers at ATMs

The ATM located at IZ" " Sabahattin Zaim University and the Bursa Branch ATM are designed to be suitable for physically disabled customers. These ATMs provide maneuvering space for wheelchairs, are positioned at an appropriate height accessible from a wheelchair, include sufficient clearance for wheelchair approach, and allow ramp access where required to ensure easier use. Ziraat Katilim joined the TAM infrastructure established by public banks as of 2025 and provides services to its customers through this ATM network across Türkiye that meets accessibility standards.

Accessible Service Practices in Digital Channels

The Mobile Branch application has been made compatible with screen reader software to ensure accessibility for customers with visual impairments. An online chat channel has been introduced to enable customers with hearing impairments to perform transactions via Katilim Mobil. In addition, services are provided through customer representatives who know sign language via video call infrastructure, enabling this customer group to carry out banking transactions more easily. In the services provided by the Customer Communication Center, priority is given to customers with visual impairments.

The Mobile Branch application has been made compatible with screen reader software to ensure accessibility for customers with visual impairments. Priority is given by the Customer Communication Center in the services provided for transactions carried out by visually impaired customers through digital channels.

Customers with hearing impairments can benefit from the "Live Support" service available 24/7 through the Bank's mobile application. Through this channel, customers can report situations requiring urgent action, such as loss, theft, or suspicious transactions, and necessary measures are taken promptly. The number of sessions conducted via "Live Support" and the service performance are monitored regularly.

In account opening processes, customers are offered the option "I want to receive service in sign language" through remote identity verification. In this way, customers who are connected to customer representatives who know sign language can complete their account opening procedures following the necessary evaluations.

For customers with visual impairments, accessibility options are provided in detail in the mobile application and internet branch, and these services are available in Turkish, English, and Arabic. These practices are developed in compliance with accessibility rules (WCAG 2) that enable digital services to be easily used by disabled users.

Expanding Access to Financial Services with Katilim Dijital

Digitalization enables financial services to reach wider audiences and makes them easier to use. In this context, Ziraat Katilim allows customers to perform their transactions faster and more practically through the banking services offered via Katilim Dijital. While access to financial services is facilitated through digital banking applications, customer experience is also improved.

In 2025, transactions carried out through Katilim Dijital supported the transfer of businesses' financial processes to the digital environment. Through solutions offered on the platform such as invoice management, bank account integration, mobile POS, e-commerce, and marketplace integration, businesses are able to manage their financial transactions more regularly and efficiently on a digital platform. With applications such as Ziraat Katilim account integration and Mobile POS, instant access to account movements is provided, payment and collection processes are accelerated, and it becomes possible to track transactions through a single system.

Financial literacy content is provided to customers through blog posts on the corporate website and social media posts within the scope of Katilim Dijital. Through these practices, customers, especially small and medium-sized enterprises, are supported in managing their financial processes more effectively and transparently. Monitoring cash flow, planning payments, and carrying out daily financial transactions through digital tools are supported, and the adaptation of businesses to digital banking solutions is increased. In this way, SMEs are encouraged to make more informed decisions in their financial processes.

Within the scope of efforts to increase financial inclusion, the use of digital financial solutions by SMEs is particularly supported. Through the use of digital tools, businesses' cash flow management is strengthened and awareness of financial processes is increased. This approach contributes to financial services reaching a wider user base.

Informative content on the Invoices, Accounting Transactions, Bank Accounts, and Mobile POS applications available in Katilim Dijital explains the purposes of the services offered to customers. Through this application, it is aimed to increase users' level of financial literacy and to support their adaptation to digital transformation processes.

Supporting Financial Literacy

Foreign Trade Consultancy

Ziraat Katilim positions the foreign trade consultancy services it provides as an important tool in line with the Bank's objectives of strengthening financial inclusion and promoting financial literacy. In this context, the expert team responsible for these activities guides customers who carry out exports or aim to enter international markets, contributing to the development of their knowledge and competencies in foreign trade. Through the consultancy support provided, customers are supported in conducting their foreign trade transactions more efficiently, reducing financial risks, and establishing a sustainable growth model.

The Bank also continues its training and guidance activities in order to manage the foreign trade portfolio more effectively and to facilitate customers' access to financing. Within the scope of branch-based activities, consultancy was provided to 62 customers, practices aimed at increasing financial awareness were implemented in 60 different branches, and face-to-face training was delivered to 500 employees. Through these services and trainings, access to financing opportunities is supported and product diversity is ensured, while also contributing to customers making more informed commercial decisions by increasing their level of financial knowledge. Thanks to the foreign trade financing and payment infrastructures provided by Ziraat Katilim, customers are able to operate more effectively and competitively in international market.

Access to Finance in Agriculture

Ziraat Katilim supports farmers' access to financing through the products and services developed for the agricultural sector, while also contributing to the reduction of risks and the expansion of sustainable agricultural practices. Within this scope, priority areas include reaching customers who will use financing for the first time, facilitating access to finance for women and young entrepreneurs, and supporting the inclusion of micro and small-scale enterprises in the financial system.

Within the scope of Agricultural Banking activities, customer visits and one-to-one meetings are conducted in line with requests received from branches. During these meetings, detailed information is obtained regarding the projects subject to financing requests, and suitable solutions are offered following the evaluation of the processes.

Relevant insurance practices, particularly TARSIM, are encouraged to support effective risk management.

In 2025, meetings were held with 32 individual customers and 68 corporate customers as part of agricultural banking activities.