INDUSTRY · TELECOMMUNICATIONS · BFSG · EAA · WCAG 2.2

Accessible service portals –
Communication starts with accessibility.

There is a particular irony in the fact that a telecoms provider, of all things, is unable to reach some of its customers. Anyone who cannot change their rate online, view their bill through self-service or take out a contract without help from others will find themselves in exactly this situation. For telecommunications companies, digital accessibility is therefore not a minor issue, but a matter of credibility – and, since June 2025, it has also been a legal requirement. IFDB GmbH ensures that your service portals, rate configurators and self-service channels are demonstrably accessible: audited using real users of assistive technologies and backed by a legally reliable certificate.

A woman is sitting on the sofa, talking on the phone and using a laptop at the same time – accessible self-service for telecoms providers in accordance with the BFSG and WCAG 2.2
Close-up of a hand using a smartphone – accessible tariff configurators and digital customer portals for mobile network operators in accordance with the BFSGClose-up of a hand using a smartphone – accessible tariff configurators and digital customer portals for mobile network operators in accordance with the BFSG
A diverse group of staff in a meeting room during a video conference – accessible communication services and service portals for businesses in accordance with WCAG 2.2
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The barriers that drive customers back to expensive channels

  • Telecoms providers have systematically shifted their customer relations towards digital self-service – and with good reason, as every call to the helpline that is avoided reduces costs. However, this type of self-service backfires as soon as it is not accessible to everyone. Four areas stand out in particular in our audit practice.
  • Rate configurators that work purely visually.
    Interactive rate calculators and comparison tools are every provider’s flagship. If the input fields, options and results are not presented in an accessible way, the right offer remains hidden from some potential customers – and the deal falls through.
  • Self-service portals with complex usability.
    Viewing bills, topping up data volumes, managing options: customer accounts comprise countless functions. Any of these that are not accessible drive customers back to the costly support hotline.
  • Deals that fall through at the last minute.
    Multi-step ordering processes involving authentication and confirmation are more likely to be cut short. If there is no accessible error assistance, the transaction is lost – and with it, a qualified new customer.
  • Hardware orders and product information pages without alternative text.
    Smartphones, routers and accessories are showcased visually. Without descriptive alternative text, the product range remains a blank space for blind users.
A man is smiling as he makes a call on his smartphone, holding a takeaway coffee – inaccessible tariff configurators and self-service portals as an accessibility issue for telecoms providers under the BFSG and WCAG 2.2
AN INDUSTRY AT THE CENTRE OF THE LAW

Why telecommunications services are specifically mentioned in the BFSG

Porträtfoto von Lukas Maximilian Langer, Gründer und Leiter Audit & Zertifizierung der IFDB GmbH
Lukas Maximilian Langer

Founder | Head of Audit & Certification

The telecommunications sector is one of the sectors explicitly named in the bill. Telecommunications services are explicitly listed as covered services in the Accessibility Enhancement Act – as they were in the underlying European Directive. Anyone providing mobile, landline or internet access services to consumers has therefore been directly subject to these obligations since 28th of June 2025. The standards to be met are WCAG 2.2 and EN 301 549.

This prominent position is no coincidence. Communication services are regarded as fundamental infrastructure for participation – anyone excluded from them loses access to large parts of social life. The legislator therefore assigns a special responsibility to the sector.

The risk is therefore very real: warning letters from competitors and trade associations, as well as complaints from the relevant market surveillance authorities. In a market characterised by such intense competition and high public visibility, a breach of compliance can also quickly lead to a competitive disadvantage and damage to a company’s reputation.

OUR APPROACH FOR TELECOMMUNICATIONS PROVIDERS

Four building blocks for a self-service system that genuinely serves everyone

Media products are a moving target: new articles, videos and editions appear every day across numerous channels. A reliable accessibility solution must be able to keep up with this dynamic environment. The following four products are designed to do just that.

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Access Ready®

puts your service portals and pricing tiers through a thorough audit – using real users of assistive technologies such as JAWS, NVDA and VoiceOver. Complex configurators and multi-step ordering processes only reveal their shortcomings when put through their paces in a real-world scenario. The result is the IFDB certificate, which serves as robust proof of compliance.

Access Doc®

takes on the industry’s sheer volume of documents: invoices, contract documents, specifications and price lists. Access Doc® converts these large volumes into the PDF/UA standard in a scalable manner – ensuring that every monthly statement remains accessible to all customers.

Access Guard®

monitors your digital channels throughout their operation. New tariffs, promotional offers, portal updates – the telecoms sector thrives on constant change. The monitoring system immediately identifies any new barriers that appear and ensures your compliance status at all times.

Access Protect®

provides the legal protection required in a highly competitive environment. Subject to a successful audit, we contractually assume liability; in the event of a warning letter, IFDB experts and partner law firms take charge of the matter. In a market where competitors are constantly watching, this provides a crucial safeguard.

FROM THE INITIAL ASSESSMENT TO THE CERTIFICATE

Four steps to an accessible service portal

  • Step 01 – The free initial analysis
    Access Score® automatically scans your portals and shows you within minutes where the most urgent action is needed – with no obligation and no extra work for your teams.
  • Step 02 – Checking the self-service channels
    Our audit team manually goes through the tariff configurator, the contract conclusion process and the customer account, working alongside users of assistive technologies. This reveals the barriers exactly where your customers are meant to use the service themselves.
  • Step 03 – Resolve and certify
    You will receive a prioritised audit report containing specific recommendations ready for implementation. Once all non-conformities have been resolved, the IFDB certificate will be issued – your proof for customers, regulatory authorities and business partners.
  • Step 04 – Long-term security
    With Access Guard®, the level of compliance remains stable even as tariff and portal changes take place. Access Protect® complements the contractual protection against warning letters – an advantage that counts for a great deal in the highly competitive telecommunications market.

The Access Ready® Award – awarded to pioneers of genuine digital inclusion.

FAQ

Frequently asked questions about accessibility in telecommunications

Yes, and quite explicitly so. Telecommunications services for consumers are specifically mentioned in the BFSG. Anyone providing mobile, landline or internet access services has been directly subject to these obligations since June 2025 – there is hardly any room for interpretation here.

Above all, the self-service processes: the tariff configurator, taking out a contract and the customer account. This is where it is decided whether a customer can sort out their enquiries independently – or whether they are forced back to the costly support hotline.

Yes. Even complex configurators can be made accessible if the inputs, intermediate steps and results are understandable to assistive technologies. Our in-depth audit identifies precisely where the issues are in each specific case.

These are also covered by the requirements. Access Doc® converts invoices, specifications and contract documents into the PDF/UA standard on a scalable basis – from individual documents right through to monthly bulk mailings.

With the IFDB certificate from the Access Ready® audit. It documents a comprehensive testing process in accordance with WCAG 2.2 and serves as robust evidence of your duty of care – both towards market surveillance authorities and towards your customers.

Yes. An accessible self-service option measurably reduces the workload on the helpline, cuts service costs and, at the same time, broadens the customer base that can be reached. Accessibility has a direct positive impact on cost-effectiveness in this context.

With Access Protect®, you are not on your own. Once you have passed your audit, we assume liability under the terms of the contract; in the event of an incident, IFDB experts and partner law firms will handle the entire process.

A telecoms provider should be accessible to everyone.

An accessible service portal delivers on the core promise of your industry: connection – for every customer, regardless of how they use the web. Let’s determine together where your digital self-service offerings stand today.

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Communication services and digital inclusion – an explicitly defined responsibility

Telecommunications is regarded as a fundamental part of the infrastructure enabling participation in society – and that is precisely why the Accessibility Strengthening Act explicitly lists telecommunications services as covered services. The Act transposes the European Accessibility Act into German law and bases its requirements on the W3C’s Web Content Accessibility Guidelines, which define when tariff calculators, self-service portals and contract management systems are accessible to all users.

The quickest way to assess your current state is through a free initial analysis, before the certified in-depth audit examines the complex self-service pathways in detail. As tariffs, promotions and portal functions are constantly changing, continuous monitoring ensures that the level achieved remains consistent – so that digital accessibility becomes a reliable feature of your offering rather than a one-off effort.