EU mobile operators must now ensure their digital services comply with the European Accessibility Act (EAA) or risk legal action and penalties.
Introduced in 2019, the EAA aims to make essential services accessible to people with disabilities. As of last week, its scope has been extended to include the telecom sector—covering mobile network operators and MVNOs. These providers must now meet strict accessibility standards across websites, apps, customer support channels, and communications.
Key requirements include: ensuring websites and self-service apps are compatible with screen readers, supporting keyboard navigation, meeting standards for colour contrast, and providing alternative text for images.
They must also rovide accessible billing and account information offer customer support compatible with assistive technologies, enable equal access to emergency services, train staff in disability awareness and accessibility tools, publish accessibility statements detailing how their services meet the EAA
Only businesses with fewer than 10 employees and under €2 million in turnover are exempt. All national and international providers are expected to comply fully.
Compliance will be monitored by regulators in each EU country. While enforcement approaches will vary, the European Commission has made it clear: inaccessibility will no longer be tolerated.
However, industry audits suggest many providers are still falling short. A 2024 assessment of EU mobile operators found that over half failed basic accessibility checks.
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