Telecommunications Hub
Telecommunications services — voice telephony, messaging, video calling, and internet access services — are core EAA targets. The Act requires that disabled users can access the same communications services as non-disabled users, with equivalent quality, and that emergency services (112) remain fully accessible.
- ›European Accessibility Act (Directive 2019/882)
- ›European Electronic Communications Code (EECC) Directive 2018/1972
- ›EN 301 549 v3.2.1
- ›ETSI ES 202 975 (RTT requirements)
- ›WCAG 2.2 Level AA
- ›EN 301 549 Chapter 6 (ICT with Two-Way Voice Communication)
- ›ETSI ES 202 975 (Real-Time Text)
- ›ITU-T V.18 (TTY/TDD compatibility)
Compliance Requirements
Real-Time Text (RTT)
Providers of voice telephony services must support Real-Time Text as a functional equivalent to voice calls for deaf and speech-impaired users. RTT must transmit text character-by-character (not message-by-message) across networks. Interoperability with other networks' RTT implementations is required. Users should not need to purchase specialist hardware — RTT must be available within the standard app or service.
Relay & Interpretation Services
Telephone relay services (connecting deaf users via a human interpreter to hearing callers) must be available during business hours at minimum, with emergency relay available 24/7. Video Relay Services (VRS) for sign language users must be accessible via the provider's app or website. The cost to the disabled user must not exceed the cost to a standard caller.
Emergency Communications (112)
Access to emergency services via 112 must be equivalent for disabled users. This means: RTT-based emergency contact, access to the emergency relay service, and where technically feasible, total conversation (combining voice, video, and text simultaneously). eCall (vehicle emergency calling) must be accessible to hearing-impaired passengers.
Accessible Billing & Account Management
Bills, usage summaries, contract changes, and service notifications must be available in accessible formats. Online account portals must meet WCAG 2.2 Level AA. Customers with disabilities must be able to request accessible bill formats (large print, screen-reader-compatible PDF, Braille on request) at no extra cost.
Customer Service & Support Channels
Telephone customer support must be accessible via relay service and RTT. Web-based support (chat, forms, self-service portal) must meet WCAG 2.2 AA. Chatbots must be keyboard-operable and expose conversation to screen readers. Where AI triage is used, a route to a human agent with disability awareness training must be available.
Handset & Device Software
Devices and operating software sold or distributed by the provider must not disable or interfere with the accessibility features of the underlying OS. Provider-installed apps (bloatware, dialler replacements) must meet EN 301 549 Chapter 11. Where devices are subsidised or locked, the accessibility feature set must not be restricted below the unlocked equivalent.
Accessible Contracts & Pre-Contractual Information
The full contract text, terms of service, and pre-contractual information (price, data allowances, speed ranges) must be available in accessible formats before signing. Online sign-up flows must be WCAG 2.2 AA compliant including e-signature steps.
Practical Steps to Compliance
- 1
Assess your network's RTT implementation against ETSI ES 202 975 — involve your network operations team
- 2
Test your account management portal with NVDA, JAWS, and VoiceOver; fix WCAG 2.2 AA failures
- 3
Document your relay service access route and add it visibly to your accessibility page and support pages
- 4
Audit the accessibility of any pre-installed apps on devices you distribute
- 5
Create an accessible format request process for billing — publish it in your Accessibility Statement
- 6
Train support staff on handling RTT calls and relay-connected calls without degrading the experience
- 7
Review your 112 emergency call routing to confirm RTT/relay integration is in place
Exemptions & Proportionate Burden
Microenterprises providing number-independent interpersonal communications services may claim exemption. Core telephony and emergency service obligations remain regardless of business size.
Recommended Tools for This Sector
These AccessibilityRef tools are specifically relevant to your compliance needs. Use them to test, assess, and document your accessibility posture.
Voice Communication Checklist
EN 301 549 Chapter 6 checklist — real-time text, caller ID, video calling quality, and voice alternatives.
Open tool →Emergency Services Checklist
112 emergency calling must support RTT and total conversation — EN 301 549 Chapter 13.
Open tool →Hardware Checklist
Phones, routers, and terminal equipment must meet EN 301 549 Chapter 8 hardware requirements.
Open tool →Generic ICT Checklist
EN 301 549 Chapter 5 — biometric authentication, closed functionality, and accessibility feature activation.
Open tool →Mobile Checker
Check telecom self-service apps for touch targets, viewport handling, and screen reader support.
Open tool →Support & Documentation Checklist
Customer support must be accessible through multiple channels — EN 301 549 Chapter 12.
Open tool →Accessibility Statement Wizard
Generate the mandatory EAA accessibility statement for your telecommunications service.
Open tool →Self-Assessment Pipeline
Run a full WCAG 2.2 / EAA self-assessment of your telecom platform.
Open tool →Important Legal Disclaimer
This tool is a self-assessment aid only and does not constitute legal advice or a formally certified compliance assessment. Outputs — including reports, scores, checklists, and accessibility statements — are for internal use and should be reviewed by a qualified legal representative or independent accessibility auditor before being relied upon for regulatory, procurement, or public-disclosure purposes. All assessment risk lies with the internal assessor. accessibilityref, its developers, and staff accept zero liability for losses arising from use of or reliance on these outputs. Always verify against official sources: the W3C WCAG 2.2 Recommendation, the European Accessibility Act (Directive 2019/882), and your national enforcement authority.