Which businesses and sectors are covered?
Both public and private sector organizations, from small businesses to large enterprises, must ensure that their services and products meet the required accessibility standards. These sectors include, but are not limited to:
1. E-Commerce
What’s covered?
The EAA mandates that businesses offering online services ensure their websites, apps, and other digital platforms are accessible to everyone. This includes the entire purchasing journey—from browsing and selecting products to completing transactions and receiving confirmation.
Key considerations
E-commerce platforms must also ensure compatibility with assistive technologies such as screen readers and alternative input methods, making it possible for all users to navigate, input payment details, and complete purchases seamlessly.
Typical user journey
A user visits an online store to browse products. They explore various product categories, use filters to narrow down options, read descriptions, and check customer reviews. Once they’ve made a decision, they add items to their cart, enter payment details, and complete the purchase. Finally, they receive an order confirmation email.
How inaccessibility can impact this journey
If the website is not accessible, a user relying on a screen reader might struggle to browse products or use the filters to narrow down choices. Product descriptions may not be available in accessible formats, making it difficult to understand key features. Missing alt text or poor color contrasting text over imagery may impact people’s ability to understand the product image contents.
At checkout, inaccessible forms could prevent users from entering payment details. Without an accessible confirmation process, they might not be able to confirm their order has been placed successfully.
2. Telecommunications
What’s covered?
Telecommunications providers must make their services accessible, including customer-facing websites, mobile apps, and any online customer service channels. This ensures individuals with disabilities can manage their accounts and use essential communication tools without difficulty.
Key considerations
Beyond basic navigation, telecom providers must ensure that support services—such as online chat and customer service portals—are accessible, so customers with disabilities can seek assistance without facing obstacles.
Typical user journey
A customer accesses their telecom provider’s website or app to check their phone bill, upgrade their service plan, or request customer support. They navigate the site, log into their account, view their usage, and submit a support request if needed.
How inaccessibility can impact this journey
If the website isn’t accessible, users with visual impairments may have difficulty navigating the account management page or viewing bill details. Inaccessible forms could make it impossible for them to request support or upgrade their plan. A lack of compatibility with assistive technologies, like keyboard-only navigation or voice controls, can also hinder basic interactions.
3. Banking and financial services
What’s covered?
Banks and financial institutions must provide accessible digital services, including online banking apps, websites, and payment services. This includes everything from checking account balances to applying for loans, signing agreements, and processing payments.
Key considerations
The EAA emphasizes that core banking functionalities, such as account management, payment services, and authentication steps, must be perceivable, operable, and understandable by all users, including those with disabilities.
Typical user journey
A customer logs into their online banking account to check their balance, transfer money, pay bills, or apply for a loan. They may also need to update personal details, review transaction histories, or contact support for help with any issues.
How inaccessibility can impact this journey
Without accessible online banking platforms, visually impaired users might struggle to navigate their account dashboard or view transaction histories. Payment forms or loan applications may be difficult to complete without proper screen reader support. Additionally, inaccessible authentication methods (e.g., CAPTCHA without an alternative) could prevent users from logging into their account securely.
4. Transportation
What’s covered?
Transportation services, such as airlines, trains, buses, and ferries, are required to make booking systems, real-time travel information, and ticketing services accessible. This applies to both online platforms and self-service terminals used in stations or airports.
Key considerations
Transport providers must ensure that their services—including electronic ticketing and mobile apps—are compatible with assistive technologies. Real-time travel information, such as delays and platform changes, must also be presented in accessible formats.
Typical user journey
A passenger books a train or flight ticket using the operator’s website or app. They select their travel date, input personal details, and confirm the booking. On the day of travel, they check real-time updates for any changes and use a digital or printed ticket to board their transportation.
How inaccessibility can impact this journey
Inaccessible booking platforms may prevent users from selecting dates or inputting their personal information correctly. A visually impaired passenger might be unable to check real-time travel updates or platform changes. If digital tickets are not accessible, passengers could struggle to present them at self-service terminals or during boarding.
5. Public services
What’s covered?
Public administrations and services (e.g., healthcare, social services, and government portals) must ensure their websites, mobile apps, and customer support platforms are fully accessible to individuals with disabilities. This includes any services that allow citizens to apply for benefits, file complaints, or access vital information.
Key considerations
Accessibility extends to online applications and self-service functions, such as submitting documents, managing appointments, or receiving notifications.
Typical user journey
A citizen accesses a government website to apply for benefits, renew a document, or file a complaint. They fill out forms, upload any necessary documents, and submit their application. They may also track the status of their request online or contact support for assistance.
How inaccessibility can impact this journey
Inaccessible forms on government websites could prevent users with disabilities from submitting applications or uploading required documents. If the platform does not support screen readers or keyboard-only navigation, visually impaired citizens might not be able to navigate the site. Lack of accessible support channels could make it challenging for them to seek help.
6. Audiovisual media services
What’s covered?
Television and streaming platforms that provide access to audiovisual content must ensure that their services include accessibility features like subtitles, audio descriptions, and sign language interpretation.
Key considerations
This includes not just the content itself, but also the interfaces through which content is accessed, such as smart TVs, streaming devices, and mobile apps.
Typical user journey
A user logs into a streaming service to watch a TV show or movie. They navigate through the content library, select what they want to watch, and enable subtitles or audio descriptions if needed.
How inaccessibility can impact this journey
If a streaming platform isn’t accessible, users may struggle to navigate the content library or select accessibility features like subtitles or audio descriptions. Inconsistent placement or lack of easy access to these features could make watching content difficult for users who rely on them. Additionally, inaccessible apps or websites could limit access to entire media libraries for users with disabilities.
Practical examples of how the EAA affects everyday businesses
- A local restaurant offering online ordering must ensure that users can access the menu, make orders, and process payments without barriers.
- A small online retailer must make sure that product descriptions, search filters, and payment processes are accessible to users with disabilities.
- A utility company providing online billing must offer accessible portals where customers can view and pay their bills, and submit complaints or queries without facing accessibility issues.