Web Accessibility Directive:
Frequently Asked Questions

These are frequently asked questions and answers on the EU Web Accessibility Directive.

The objective of this website is to support the implementation of the Directive and to provide reliable information and resources to those involved in buying, designing and monitoring websites or mobile applications, as well as users. This website is maintained by the Web Accessibility Initiative - Communities of Practice (WAI-CooP) Project.

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:

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 accessibility statement can also include optional content, for example:

The declarations made in the accessibility statement should be accurate and based on one of the following:

  1. 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
  2. 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.

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