Service Accessibility Requirements.

The European Accessibility Act establishes comprehensive requirements for ensuring services are accessible to persons with disabilities. These accessibility requirements apply to a wide range of services that fall within the scope of the EAA.

This page details the service requirements from Annex I of the European Accessibility Act, which specifies how service providers must make their offerings accessible to all users.

Services covered by the EAA include:

• Electronic communications services
• Services providing access to audiovisual media services
• Elements of passenger transport services (websites, mobile apps, e-ticketing, etc.)
• Consumer banking services (websites, mobile banking, ATMs, etc.)
• E-books and dedicated software
• E-commerce services

All services covered by the EAA must meet these general accessibility requirements:

1. Provide Accessible Information: Services must provide information about:
   • How the service works
   • What accessibility features are available
   • How to get support if needed

   This information must be accessible to people with various disabilities by:

   • Being available in multiple formats (text, audio, video with captions)
   • Being clearly written in plain language
   • Being perceivable by people with different sensory abilities
2. Make Digital Interfaces Accessible: Service providers must ensure that their websites, mobile applications, and electronic documents follow accessibility principles:
   • Perceivable: Information must be presented in ways users can perceive
   • Operable: Interface must be usable by people with different abilities
   • Understandable: Content and operation must be easy to understand
   • Robust: Content must work with various assistive technologies
3. Implement Accessible Policies: Service providers must have:
   • Clear policies addressing the needs of people with disabilities
   • Staff training on serving people with disabilities
   • Procedures for handling accessibility issues
4. Ensure Support Functions Are Accessible: Functions like:
   • Electronic identification methods
   • Security features
   • Payment systems

   These must be designed to be perceivable, operable, understandable, and robust for all users.

Websites must follow accessibility principles aligned with the Web Content Accessibility Guidelines (WCAG):

• Perceivable content:
  • Provide text alternatives for non-text content
  • Provide captions and audio descriptions for multimedia
  • Create content that can be presented in different ways
  • Make it easier for users to see and hear content
• Operable interface:
  • Make all functionality available from a keyboard
  • Give users enough time to read and use content
  • Do not use content that could cause seizures or physical reactions
  • Help users navigate and find content
  • Make it easier to use inputs other than keyboard
• Understandable information:
  • Make text readable and understandable
  • Make content appear and operate in predictable ways
  • Help users avoid and correct mistakes
• Robust content:
  • Maximize compatibility with current and future user tools
  • Use standard HTML/CSS properly
  • Provide proper labels and relationships in content

These requirements align with established web accessibility standards and help ensure that websites are usable by people with various disabilities.

Mobile applications must meet similar accessibility requirements to websites, with special attention to mobile-specific features:

• Compatibility with screen readers and other assistive technologies on mobile platforms
• Support for platform-specific accessibility features (VoiceOver, TalkBack, etc.)
• Proper implementation of accessible touch targets (size and spacing)
• Support for different device orientations
• Accessibility of notifications and alerts
• Alternative methods for gesture-based controls
• Support for system text size settings
• Proper contrast ratios for mobile viewing conditions
• Accessible forms and input methods

Mobile apps must also provide accessibility information in their store listings, helping users understand what accessibility features are supported.

Electronic documents provided as part of a service must be accessible by:

• Using proper document structure with headings, lists, and tables
• Including alternative text for images and diagrams
• Providing meaningful hyperlink text
• Using sufficient color contrast
• Including document metadata (title, language, etc.)
• Ensuring compatibility with screen readers
• Avoiding reliance on color alone to convey information
• Making forms fillable and navigable with assistive technology

Common document formats that must be made accessible include PDFs, Word documents, presentations, and form documents used for service delivery.

To comply with the European Accessibility Act, service providers must:

• Design and provide services following accessibility requirements
• Document how their services meet the accessibility requirements
• Maintain this documentation for as long as the service is offered
• Inform the public about how their services meet accessibility requirements
• Establish procedures to ensure continued compliance as services evolve
• Respond to complaints and feedback about accessibility issues

If full compliance with certain requirements would fundamentally alter the service or create a disproportionate burden, service providers may claim exemptions. However, this requires thorough assessment and documentation based on specific criteria set out in the law.