Have you ever made an accessibility complaint? — Scope | Disability forum
New to the community? Remember to read our community guidelines and our community house rules.
Concerned about another member's safety or wellbeing? Find out how to let us know.

Have you ever made an accessibility complaint?

Ross_Scope
Ross_Scope Posts: 5,005

Scope community team

edited April 28 in Coffee lounge

Should you make a complaint about the accessibility of an app or website?

That is a question I’ve asked myself many times, and I’m sure you have too. In a time where demand for digital services has never been higher, the importance for apps and websites to be accessible to disabled people is enormous. 

Everyone has a right to access and use online public services and information. These digital services exist to help people to do essential and everyday tasks. From booking a GP appointment to renewing a passport.

Public sector websites and mobile applications should be accessible, they should be easy for everyone to use. That includes for people who:

  • use assistive technology like a screen reader or speech recognition software
  • use browser customisations, like increasing magnification or changing colours
  • have difficulties with anxiety or concentration
  • are dyslexic or autistic

Accessible public services – what the law says

Accessibility Regulations say that public sector organisations have a legal duty to:

  • make sure their websites and mobile apps meet accessibility requirements
  • publish an accessibility statement

To do this, organisations need to follow the Web Content Accessibility Guidelines (WCAG). These help make digital services easier for people to see, hear, understand and use.

These Regulations apply to public sector organisations including:

  • Local councils and parish councils
  • Central government departments
  • Most NHS organisations
  • Most universities and colleges
  • Some charities and other non-government organisations
accessibility complaints banner showing the heads of 7 people on a yellow background to the left of the text which says accessibility complaints process your questions answered

Central Digital and Data Office and The Big Hack

The Central Digital and Data Office (CDDO) and The Big Hack by Scope have collaborated to produce a guide focussed on how to make an accessibility complaint about a public sector website or app, along with a series of frequently asked questions in relation to the subject.

The intention is to  encourage more disabled people to use their voice and point out where barriers still exist. Likewise, government, service providers and ombudsman need to ensure that legislation is enforced and complaints are listened to and acted upon.

Providing your feedback to an organisation can help improve the accessibility of websites and mobile apps for you and many other people who use the digital service. 

Research shows that only 1 in every 10 disabled people who encounter barriers online will make a complaint, but The more an organisation hears about accessibility from people who use their digital service, the more likely it is that accessibility will become a higher priority. 

Sadly it’s often unclear as to how users can raise complaints and escalate them, so that’s why the CDDO and The Big Hack have created a step-by-step guide to the accessibility complaints process, including some frequently asked questions. There is also a ready-made email template you can use to send off to companies about their online processes.

You can find the resources below:

Give us your thoughts

  • What are some of the most common accessibility barriers you face?
  • Have you ever made an accessibility complaint before?
  • What do you think about the accessibility complaints process?
Online Community Coordinator

Concerned about another member's safety or wellbeing? Flag your concerns with us.

Talk to our chatbot and give us feedback on the community.

Comments

  • janer1967
    janer1967 Member Posts: 12,359 Disability Gamechanger
    I must say I was impressed with the gov website yesterday when I filed for divorce online 

    Fingers crossed it stays that way 
    I have professional experience in HR within public,  private, and charity sectors.  If I can't help I will
  • wilko
    wilko Member Posts: 2,415 Disability Gamechanger
    Hello as a disabled person using a class 3 mobility scooter a new housing development was going well but near the end of the build the access point to the new development from busy roads had railing staggered across each entry/ exit. I could get through if I went beside the railings but not between which if the council or developer put a fence alongside the path. So on contacting my local councillor she took up my case and a few months later the distance between the railings was made wider and a recent input of railings are set at the desired distances. Very few pavements on the development or markings for the blind or those with poor eye sight. No undulations for them to feel through their feet when near a road this was mentioned but nothing was done.
  • mikehughescq
    mikehughescq Member Posts: 7,532 Disability Gamechanger
    edited March 5
    Sadly there’s no obligation to put tactile paving in on private developments. There is clear guidance for building sites but it’s widely disregarded although in central Manchester there was some success with getting Metrolink contractors to comply when constructing the second city crossing.

    I do love that GDS are collaborating with Scope on this. Generally gov.uk is fine when it comes to accessibility. The bigger issue there is the lack of depth to the data. However, GDS are the people who know so little a little accessibility that they have this insane/inane “empathy lab” for people to come try assistive kit. This completely reinforces the idea that impairment does not exist unless made visible by assistive tech, aids or appliances 

    Currently on my 4th accessibility complaint. 1 success against an employer. 1 success against a public transport provider. 1 success against a web site. About to cover several bases with a complaint against an accessibility group. 
  • Ross_Scope
    Ross_Scope Posts: 5,005

    Scope community team



    Currently on my 4th accessibility complaint. 1 success against an employer. 1 success against a public transport provider. 1 success against a web site. About to cover several bases with a complaint against an accessibility group. 
    Glad you've had success in the past when making a complaint about accessibility.janer1967 said:
    I must say I was impressed with the gov website yesterday when I filed for divorce online 

    Fingers crossed it stays that way 
    I'm also a fan of the government website in terms of accessibility. The layouts are often simple enough and the pages are screen reader friendly
    Online Community Coordinator

    Concerned about another member's safety or wellbeing? Flag your concerns with us.

    Talk to our chatbot and give us feedback on the community.
  • Globster
    Globster Community Co-Production Group Posts: 868 Pioneering
    @Ross_Scope
    I made a complaint against a Specsavers store because I could wheelchair in their room for my slight test there had a refurb and said they consult their disability to see if the shop was accessible for wheelchair and was asked if could get wheelchair my dad had hold head against equipment. I never went back to that I even wrote a letter to the manager of the manager in a letter just apologised for that in this day age you would expect from a big company like specsavers.
    I never went back to the store now I go boots for an eye test because big rooms for my wheelchair    
  • veriterc
    veriterc Member Posts: 212 Pioneering
    Would now be a good time to campaign for 'SCOPE [email protected] stickers to show somewhere was accessible?  Not only would such a scheme show Scope members and others what was accessible, but possibly get more custom into a shop.  Win win for all.

Brightness

Do you need advice on your energy costs?


Scope’s Disability Energy Support service is open to any disabled household in England or Wales in which one or more disabled people live. You can get free advice from an expert adviser on managing energy debt, switching tariffs, contacting your supplier and more. Find out more information by visiting our
Disability Energy Support webpage.

Fancy a chat in our virtual coffee lounge?

Put the kettle on and have a chat in our coffee lounge with other members. We talk about hobbies, games and anything else you can think of!

Cerebral Palsy (CP) Online Cafe

Here's a new opportunity for people with CP or a similar disability (aged 20+) to get together and chat. The sessions are in partnership with CP Sport so you can find out more and meet people from both organisations.

Are you struggling?

Read our 'Coping with stress, low mood and isolation' support thread for a run-down of ideas on how to banish those blues and feel happier.

What do you think about the community?

Complete our feedback form and tell us how we can make the community a better space for you.

Information about COVID-19

If you have questions about the virus, please read our information and support which includes guidance on benefits, getting food and essentials and Cerebral Palsy.

Back to school this September?

Read tips on how to settle back in and handle any worries you or your children might be having this new term.