Accessibility

Our belief is that providers and policymakers should focus on inclusion and built in accessibility when they design services, rather than retrofitting them later on.  We support the use of the Social Model of Disability and other alternatives to the Medical or Charity Models of Disability, as we believe barriers to access can and must be prevented and addressed. 

Some examples of our work that has focused on the accessibility of communications services can be found on this page. We include the accessibility of television and on-demand content and the accessibility of communications providers' services and processes, such as contacting customer services, shopping around for deals, switching provider, and using services such as digital communications, apps and postal services.

Our policy inputs:

Response to Ofcom's consultation on the quality of access services
Response to Ofcom's consultation on making on-demand services accessible
Response to Ofcom's consultation on improving the accessibility of on-demand services
Response to Ofcom's consultation on mandating Emergency Video Relay
Response to DCMS Committee's Call for Evidence on the impacts of Covid-19
Response to Ofcom's consultation on the accessibility of electronic programme guides
Response to Work and Pensions Committee on Working Age Benefits
Response to Ofcom's consultation on its proposed impact assessment guidance
Response to Ofcom's consultation on its guide to Treating Vulnerable Customers Fairly
Response to Ofcom's consultation on its Disability Action Plan for Northern Ireland
Response to DCMS's consultation on consumer advocacy in the telecoms sector

Our research:

Joint research with Ofcom: Paving the Way to Inclusivity in Research

Making communications services inclusive and accessible - our think-piece by Graeme K Whippy MBE

Embedding best practice customer service across regulated sectors - our think-piece by Robert Hammond

'Time to Catch Up!' Access Services on TV and On-demand Services

Are parcels services delivering?

Are the connectivity needs of care home residents being met?

Consumers' experience of contacting their provider through their preferred communications method

"We're not all the Same!" Inclusive Communications