9. How to contact organisations with inaccessible websites and apps?
The accessibility statement on the website or app should include a feedback mechanism to contact the organisation to let them know about an accessibility issue and also to request alternative formats for inaccessible content. This is a legal requirement.
If there is no accessibility statement available, you can try other ways to contact the website owner.
When you want to highlight an issue, it is important to include the following information:
- the URL of the page where there is an issue
- a description of the issue
- the device used
- the operating system used (e.g. Windows 10, MacOS)
- any settings used (e.g. large font size)
- any assistive technology used (e.g. screen reader, magnification software)
- if possible, a screenshot of the page
More information on contacting organisations about inaccessible websites.
20. What do I need to know about the accessibility statement?
The Web Accessibility Directive requires public sector bodies to provide and regularly update a ‘detailed, comprehensive and clear’ accessibility statement on their website or mobile application.
The accessibility statement must include the following information:
- The compliance status of the website or app;
- A list of the content (or functions) that is not accessible, including the content/function for which the disproportionate burden clause is being invoked and the content that is not within the scope of the Web Accessibility Directive;
- The date of the accessibility statement and when it was last reviewed;
- The method used to prepare the accessibility statement;
- A description of, and a link to, the feedback mechanism to be used to notify the public sector body of any accessibility issues or to request access to inaccessible content;
- The contact information of the relevant entity or person (as appropriate) responsible for accessibility and for processing requests sent through the feedback mechanism;
- A description of, and a link to, the enforcement procedure to be used in the case of unsatisfactory responses to any notification or request sent through the feedback mechanism;
- The contact information of the relevant enforcement body.
The accessibility statement can also include optional content, for example:
- An explanation of the public sector body's commitment to digital accessibility;
- Formal endorsement (at administrative or political level) of the accessibility statement;
- The date of the publication of the website and/or the mobile application;
- The date of the last update of the website and/or mobile application following a substantial revision of its content;
- A link to an evaluation report, if available, and in particular if the compliance status of the website or mobile application is indicated as being ‘fully compliant’;
- Additional phone assistance for persons with disabilities, and assistive technology users support;
- Any other content deemed appropriate.
The declarations made in the accessibility statement should be accurate and based on one of the following:
- an actual evaluation of the website's or mobile application's compliance with the requirements of the Directive, such as a self-assessment done by the public sector body or an assessment carried out by a third party, for example a certification;
- any other measures, as deemed appropriate by the Member States, which provide equal assurance that the declarations made in the statement are accurate.
The statement should indicate the method used.
There is a model accessibility statement in an implementing decision published by the European Commission. It provides more detail on mandatory and optional content requirements.
The W3C Web Accessibility Initiative (WAI) has more general information about accessibility statements and why they are helpful, as well as an accessibility statement generator.
27. What is the feedback mechanism and how to use it?
The Web Accessibility Directive requires public sector bodies to include a feedback mechanism in the accessibility statement on their website or app.
The feedback mechanism should provide a means for users to contact the public sector body directly to let them know about an accessibility issue and request alternative formats for inaccessible content. This can be inaccessible content that is listed in the accessibility statement, content that is excluded from the scope of the Web Accessibility Directive, or content that the user has come across while browsing the website or using the app.
The feedback mechanism is useful for users, but also for public sector bodies as it enables them to get useful information to address issues on their website or app.
The Web Accessibility Directive states that in response to a ‘legitimate and reasonable’ request, the public sector body should provide information ‘in an adequate and appropriate manner within a reasonable period of time’.
If there is no accessibility statement available, you can try other ways to contact the website owner.
35. How is compliance with the Web Accessibility Directive assessed?
The European Commission explains how to assess the compliance status of a website or mobile application in the annex of its implementing decision establishing a model accessibility statement. The compliance status describes how the website or mobile application complies with the standards and/or technical specifications, or the national legislation transposing the Web Accessibility Directive.
There are three different statuses: 'fully compliant', 'partially compliant' and 'not compliant'.
A website or mobile application is deemed to be 'fully compliant' if all requirements of the standard or technical specification, or the national legislation transposing the Directive, are fully met without exceptions.
A website or mobile application is deemed to be 'partially compliant' if most requirements of the standard or technical specification, or the national legislation transposing the Directive, are met.
A website or mobile application is deemed to be 'not compliant' if most requirements of the standard or technical specification, or the national legislation transposing the Directive, are not met.
Where the website or mobile application is either 'partially compliant' or 'not compliant', the accessibility statement should include details of the content, or functions, that are not accessible; this should be explained in simple, non-technical terms.
The compliance status must be mentioned in the accessibility statement.
Find out more about accessibility statements.
Contact our helpdesk if you have further questions or comments on this FAQ.