Accessible support – new requirements under the Accessibility Act

In June, the European Accessibility Act becomes applicable in all EU member states. Most organisations focus on the accessibility of the products and services themselves, which is quite logical. But part of the new take of this legislation is that it is no longer just about the objects covered, or information on the web. The focus shifts from technical solutions alone to the whole user journey, including how support works.

The act thus makes it clear that the responsibility for accessibility within an organisation is broader than product/service development and web. This places new demands on both internal collaboration on accessibility and greater expertise on the issue in more parts of the company.

Accessible support for products and services

While countries such as Canada have already had requirements for accessible customer service, this is the first time that similar requirements have been introduced in legislation in the EU. Customer service must now include information about the accessibility of the product or service and how it works with assistive technology. Information and support must also be communicated in an accessible way.

To help organisations understand and meet the requirements of the Accessibility Act, a new standard for accessible customer service is being developed. Sara Kjellstrand conducted a pre-normative research study to support the development of the standard.

Our offering

We offer training on the legal requirements for accessible customer support. Some basic tips:

1. Offer multiple contact routes
   It is not enough to offer a single route into customer service. There needs to be more than one option – such as phone, text chat, email, text telephony or video call with interpreter – so that the user can choose the one that works best.
2. Make each option accessible
   Offering multiple contact options is a good start, but each option must also fulfil accessibility requirements. This could be ensuring that chat is accessible to assistive technology, that email replies are understandable to people with cognitive impairments, or that telephone support has a clear structure and the possibility to extend the call time if needed.
3. Train your staff in interpersonal skills and accessibility
   Technology is only part of the solution. A respectful and inclusive approach requires knowledge. Customer service agents need to understand how accessibility affects communication, and how to adapt their communication without excluding anyone. This involves both attitudes and concrete skills.

Many organisations are facing a shift: from thinking of accessibility as an IT requirement to seeing it as an integral part of the whole customer experience. Ensuring customer service works for everyone is not just a matter of compliance, it’s a matter of quality and responsibility.

About standardisation work at CEN, opens in new window