From 28 June 2025, companies in the European Union are required to make their digital services and products accessible to people with disabilities. The new Accessibility Act (European Accessibility Act) has direct consequences for the front office and customer contact departments of banks, carriers, telecom companies and web shops, among others.

 

The law requires organisations to set up their digital customer channels – such as websites, apps, self-service portals, payment terminals and communication via chat or telephone – in such a way that they can be used by everyone. Think of support for screen readers, a clear navigation structure, subtitles for video communication and offering alternative contact options for people with hearing or visual impairments. Guidelines for this can be found in the Web Content Accessibility Guidelines (WCAG) 2.1.

For contact centers, the law means that processes, software and training must be adapted. For example, employees must know how to conduct conversations with customers with a disability. This is explicitly included in the Dutch translation of the European Accessibility Act.

Team

For example, recital 20 states: “Service providers should also ensure that their staff receives appropriate and continuous training to ensure that they have the necessary knowledge regarding the use of accessible products and services. Such training should include information provision, advice and advertising.”

An annex (annex 1, section 3) states that helpdesks, call centres, technical support, etc. must provide information on the accessibility of the service. In terms of training, conversation and writing skills for inclusive communication should be considered.

Systems

Systems must also be able to switch to, for example, text telephony or visual support. AI chatbots also fall under the regulations, when they play a role in the purchasing process or facilitate customer interaction. In concrete terms, this means that websites must be equipped with, for example, reading facilities. Helpdesk scripts and chatbot prompts must offer alternative forms of communication as standard (text, speech, video with sign language, etc.) and escalation options must be arranged to, for example, interpreter services.

The Netherlands Authority for Consumers and Markets (ACM) monitors compliance with the law in the Netherlands.

(Ziptone/editors)

Customer Experience, Featured