Accessibility requirements have been enforceable since 28 June 2025 and expressly cover support services, including telephone call centres and relay services. The duty to provide conformity information orally is the one most frequently overlooked.
Customer Service AccessibilityPMV-10
- Objective
- Establish whether the support channels meet the accessibility requirements and produce the conformity information the law requires.
- Scope
- Telephone, written conversation, email and self-service channels; relay services; conformity information in written and oral form.
- Method
- Barrier assessment channel by channel; testing with assistive technologies; review of the information provided to the user.
- Deliverables
- Assessment report; list of barriers identified with proposed remedies; conformity information in written and oral form.
- Duration
- Three working days, spread over three calendar weeks.
- Audience
- Any undertaking providing support services to consumers in the European Union.
- Prerequisites
- Access to the channels to be assessed.
- Legal basis
- Directive (EU) 2019/882; in Portugal, Decree-Law 82/2022 of 6 December.
- Indicative value
- From €4,200. [Indicative value.]
- Delivery
- One-off engagement
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