Service accessibility information under the EAA

In brief

Service providers under the European Accessibility Act must prepare information on how their service meets the accessibility requirements. They must make it public in written and oral form, in a way that is accessible to persons with disabilities, and keep it for as long as the service is in operation (Article 13(2) and Annex V).

The Directive does not use the term "accessibility statement". Many organisations publish this information as an accessibility statement page, which is a practical way to meet the duty.

What Article 13 requires

• Article 13(1): design and provide services in accordance with the accessibility requirements of the Directive.
• Article 13(2): prepare the information in Annex V, make it available to the public in written and oral format, including in a manner accessible to persons with disabilities, and keep it for as long as the service is in operation.
• Article 13(3): keep procedures in place so that the service stays compliant. Changes in the characteristics of the service, in the applicable requirements, or in the standards used to declare compliance must be taken into account.
• Article 13(4): if a service does not comply, take corrective measures and immediately inform the competent national authorities of every Member State where the service is provided, with details of the non-compliance and the measures taken.
• Article 13(5): on a reasoned request from a competent authority, provide the information needed to demonstrate conformity and cooperate on steps to bring the service into compliance.

What Annex V says

Annex V is titled "Information on services meeting accessibility requirements". It has these points:

• Point 1: the provider must explain how the service meets the accessibility requirements in Article 4. The explanation goes in the general terms and conditions or an equivalent document. It must describe the applicable requirements and, where relevant to the assessment, cover the design and operation of the service.
• In addition, to the consumer information required by Directive 2011/83/EU, it must include where applicable: (a) a general description of the service in accessible formats; (b) descriptions and explanations needed to understand how the service operates; (c) a description of how the service meets the relevant requirements of Annex I.
• Point 2: to comply with point 1, the provider may apply, in full or in part, harmonised standards and technical specifications whose references have been published in the Official Journal of the European Union.

At the time of writing, EN 301 549 V4.1.1 has not yet been cited in the Official Journal, so check the current status before you rely on it for the presumption of conformity.

What a good information page contains

The Directive does not prescribe a template. In practice, a page that covers the Annex V points usually has:

• A description of the service, in an accessible format.
• How the service works, including how to use its accessibility features.
• Which requirements you meet and how, for example the standard and version you test against.
• Known limitations, with the alternative ways to get the service.
• A contact route for accessibility feedback and a way to ask for help.
• The date of the last review.

This list is practical guidance, not a requirement of the Directive. Your national law may add its own details.

Where and how to publish

• Put the information in your general terms and conditions or an equivalent document, as Annex V says. A dedicated page linked from the footer is a common way to make it easy to find.
• Make the page itself accessible. It has to be available in written and oral form, so also offer a phone or audio route.
• Update it when the service changes, as Article 13(3) requires.

What to do

• Write the Annex V information. Describe the service and how it meets the requirements.
• Publish it in the right place. Terms and conditions or an equivalent document, plus an easy-to-find page.
• Offer written and oral formats. Include an accessible version and a phone or audio route.
• Set up a review process. Update the information when the service, the requirements or the standards change.
• Prepare for non-conformity. Know how you would inform the competent authorities under Article 13(4).

Common mistakes

• Publishing a generic statement. Annex V asks how this service meets the requirements, not a general promise.
• Only a written version. Article 13(2) calls for written and oral formats.
• Letting it go stale. Article 13(3) asks you to take changes into account, and the information must be kept while the service operates.
• Claiming full conformity without testing. Annex V asks for a description of how the service meets the requirements, which needs evidence behind it.
• Forgetting Article 13(4). If you find non-conformity, the duty to take corrective measures and inform the authorities applies.

Sources

• Directive (EU) 2019/882, European Accessibility Act (EUR-Lex), opens in a new tab

This page is for informational purposes only and is not legal advice. For binding requirements, refer to the official text of the European Accessibility Act (Directive (EU) 2019/882) and to the national law of the Member State where you operate.