How to Report Accessibility Barriers on Websites

When a website doesn't work with your screen reader, keyboard, zoom or other tools, reporting it helps you and everyone who comes after you. Many organizations don't know about problems until someone tells them. A clear report makes a fix much more likely.

Where to send it

• An accessibility statement: many sites have one, often linked in the footer, with a contact for problems.
• Customer support: contact forms, email or chat. Say in the first line that it's an accessibility issue.
• Social media, if other channels don't respond, though keep personal details private.

If the contact form itself isn't accessible, say so and use email or phone instead.

What to include

• The page address and what you were trying to do.
• What went wrong, step by step.
• The tools you use: for example, NVDA with Chrome on Windows, or VoiceOver on iPhone, or keyboard only, or 200% zoom.
• Your browser and device.
• A screenshot or recording if you can make one.
• What would help: a fix, or an alternative way to finish the task now.

An example

"On the checkout page, I can't select a delivery date using the keyboard. I use Chrome on Windows with NVDA. The calendar opens but arrow keys don't move between dates, and the date fields can't be typed in. Please fix this, and in the meantime, can I place my order by phone?"

Ask for an alternative

If you need the service now, ask for another way to complete the task, such as by phone, email or an accessible form. In many countries, organizations are expected to provide reasonable alternatives.

Keep a record

Note the date you reported it, who you contacted and any reference number. Save replies.

When to escalate

• US: complaints about access to businesses and government services under the ADA can be filed with the Department of Justice through its civil rights portal.
• EU: under the European Accessibility Act, each country has authorities that handle complaints about covered products and services.
• UK: the Equality Advisory and Support Service gives advice on discrimination, including inaccessible services.

Disability organizations can also advise. See accessibility laws by country.

Workarounds meanwhile

Reader view, zoom, or ADHD Reading Focus, which shows one paragraph at a time in larger text, can sometimes get you through a badly built page. See testing a site for accessibility.