oSIST prEN 18340:2026

Accessibility of support services for products and services

This document specifies accessibility requirements on information provision and communication in support services. This includes general information about the products and services including information on their accessibility.
This document provides requirements on an accessible support service designed so that information and communication can be accessed, understood and used.  
Support services include but are not limited to help desks, call centres, technical support, and training services. It applies to support services that are provided digitally or face to face.
NOTE  1   Where relay services are referred to in this document, relay services are a means to communicate in the provision of support services.
NOTE 2   It includes support services that are provided directly and those that have been outsourced.
It is applicable for all organisations of all sizes and across all sectors.

Barrierefreiheit von Unterstützungsdiensten für Produkte und Dienstleistungen

Dieses Dokument legt Anforderungen an barrierefreie Unterstützungsdienste fest. Dazu gehören allgemeine Informationen über die Produkte und Dienstleistungen einschließlich Informationen über deren Barrierefrei
heit.
Dieses Dokument enthält Anforderungen an einen barrierefreien Unterstützungsdienst, der so gestaltet ist, dass Informationen und Kommunikation zugänglich sind und verstanden und genutzt werden können.
Zu den Unterstützungsdiensten gehören unter anderem Helpdesks, Callcenter, technischer Support und Schu
lungsleistungen. Dieses Dokument gilt für Unterstützungsdienste, die digital oder persönlich erbracht werden.
ANMERKUNG1 Wenn in diesem Dokument von Vermittlungsdiensten die Rede ist, sind damit Kommunikationsmittel zum Erbringen von Unterstützungsdiensten gemeint.
ANMERKUNG2 Ein direkt bereitgestellter Unterstützungsdienst oder Teile davon sowie ausgelagerte Dienste sind ein
geschlossen.
Dieses Dokument gilt für alle Organisationen ungeachtet ihrer Größe und Branche.

Accessibilité des services d'assistance pour les produits et services

Le présent document spécifie les exigences relatives à un service d’assistance accessible. Il comprend des informations générales sur les produits et services, y compris des informations sur leur accessibilité.
Le présent document fournit les exigences relatives à un service d’assistance accessible conçu de sorte que les informations et les communications puissent être consultées, comprises et utilisées.
Les services d’assistance comprennent, sans toutefois s’y limiter, les services d’aide, les centres d’appels, l’assistance technique et les services de formation. Le présent document s’applique aux services d’assistance fournis par voie numérique ou face à face.
NOTE 1 Lorsque le présent document fait référence à des services de relais, ceux-ci constituent un moyen de communication dans le cadre de la prestation de services d’assistance.
NOTE 2 Sont inclus les services d’assistance ou toute partie d’un service d’assistance fournis directement et externalisés.
Le présent document s’applique à tous les organismes, quelle que soit leur taille et leur secteur d’activité.

Dostopnost podpornih storitev za izdelke in storitve

Ta dokument določa zahteve glede dostopnosti pri zagotavljanju informacij in komunikaciji v podpornih storitvah. To vključuje splošne informacije o izdelkih in storitvah, vključno z informacijami o njihovi dostopnosti.
Ta dokument določa zahteve za dostopno podporno storitev, zasnovano tako, da so informacije in komunikacija dostopne, razumljive in uporabne.
Podporne storitve vključujejo, vendar niso omejene na, pomoč uporabnikom, klicne centre, tehnično podporo in izobraževalne storitve. Uporablja se za podporne storitve, ki so zagotovljene digitalno ali osebno.
OPOMBA 1 Kadar se v tem dokumentu omenja posredovalne storitve (relay services), so te sredstvo za komunikacijo pri zagotavljanju podpornih storitev.
OPOMBA 2 Vključuje podporne storitve, ki so zagotovljene neposredno in tiste, ki so bile zunanje izvajane.
Uporablja se za vse organizacije vseh velikosti in v vseh sektorjih.

General Information

• Status: Not Published
• Public Enquiry End Date: 30-Jun-2026
• ICS: 03.080.01 - Services in general
• Technical Committee: I11 - Imaginarni 11
• Current Stage: 4020 - Public enquire (PE) (Adopted Project)
• Start Date: 15-Apr-2026
• Due Date: 02-Sep-2026
• Directive: Not Harmonized2019/882 - Directive (EU) 2019/882 of the European Parliament and of the Council of 17 April 2019 on the accessibility requirements for products and services (Text with EEA relevance)
• Mandate: M/587 - COMMISSION IMPLEMENTING DECISION of 14.9.2022 on a standardisation request to the European standardisation organisations as regards the accessibility requirements of products and services in support of Directive (EU) 2019/882 of the European Parliament and of the Council
• Ref Project: prEN 18340 - Accessibility of support services for products and services

Relations

• Referred By: SIST-TS CEN/TS 18194:2026 - Road and airfield surface characteristics - Characterisation of the acoustic properties of road surfaces
• Effective Date: 28-Jan-2026
• Referred By: SIST-TS CEN/TS 17812:2022 - Determination of the acoustic properties of markings - The CPX measurement method
• Effective Date: 28-Jan-2026

Standards Content (Sample)

SLOVENSKI STANDARD
01-junij-2026
Dostopnost podpornih storitev za izdelke in storitve
Accessibility of support services for products and services
Barrierefreiheit von Unterstützungsdiensten für Produkte und Dienstleistungen
Accessibilité des services d'assistance pour les produits et services
Ta slovenski standard je istoveten z: prEN 18340
ICS:
03.080.01 Storitve na splošno Services in general
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

EUROPEAN STANDARD DRAFT
NORME EUROPÉENNE
EUROPÄISCHE NORM
April 2026
ICS
English version
Accessibility of support services for products and services
Accessibilité des services d'assistance pour les produits Barrierefreiheit von Unterstützungsdiensten für
et services Produkte und Dienstleistungen
This draft European Standard is submitted to CEN members for enquiry. It has been drawn up by the Technical Committee
CEN/CLC/JTC 12.
If this draft becomes a European Standard, CEN and CENELEC members are bound to comply with the CEN/CENELEC Internal
Regulations which stipulate the conditions for giving this European Standard the status of a national standard without any
alteration.
This draft European Standard was established by CEN and CENELEC in three official versions (English, French, German). A
version in any other language made by translation under the responsibility of a CEN and CENELEC member into its own language
and notified to the CEN-CENELEC Management Centre has the same status as the official versions.

CEN and CENELEC members are the national standards bodies and national electrotechnical committees of Austria, Belgium,
Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy,
Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of North Macedonia, Romania, Serbia,
Slovakia, Slovenia, Spain, Sweden, Switzerland, Türkiye and United Kingdom.

Recipients of this draft are invited to submit, with their comments, notification of any relevant patent rights of which they are
aware and to provide supporting documentation.Recipients of this draft are invited to submit, with their comments, notification
of any relevant patent rights of which they are aware and to provide supporting documentation.

Warning : This document is not a European Standard. It is distributed for review and comments. It is subject to change without
notice and shall not be referred to as a European Standard.

CEN-CENELEC Management Centre:
Rue de la Science 23, B-1040 Brussels
© 2026 CEN/CENELEC All rights of exploitation in any form and by any means
Ref. No. prEN 18340:2026 E
reserved worldwide for CEN national Members and for
CENELEC Members.
Contents Page
European foreword . 4
0 Introduction . 5
0.1 General. 5
0.2 Purpose of the support service . 5
0.3 Communication in accessible modes . 5
0.4 Accessible information . 5
0.5 Operations and management of accessible support service . 5
1 Scope . 6
2 Normative references . 6
3 Terms and definitions . 6
4 Support service . 10
4.1 General. 10
4.2 Functions of a support service . 11
4.3 Accessible support service operations . 11
5 5 Requirements for communication . 13
5.1 Modes of communication . 13
5.2 User interface . 13
5.3 Contacting the support service . 13
5.4 Outsourced . 13
5.5 End-to-end chain . 14
5.6 Voice communication . 14
5.7 Written communication . 16
5.8 Automated support system and combinations with other accessible modes . 16
6 Requirements for presentation of information about products and services . 18
7 Operations of the support service . 18
7.1 Management system . 18
7.2 Competence on accessibility . 19
7.3 Support service located in a business premises . 20
7.4 Measuring Performance . 21
7.5 Training of users . 22
7.6 Documentation of accessibility . 22
8 Information for the user . 22
8.1 Requirement . 22
Annex A (normative) User accessibility criteria for a support service with automated
support systems . 24
A.1 Automated support systems . 24
A.2 Data quality . 24
A.3 Output of content for automated support systems . 24
A.4 Impact assessment and risk assessment for automated support systems . 25
Annex B (normative) User testing of automated support systems . 26
B.1 Selection of users for testing . 26
B.2 User testing requirements . 26
B.3 Iteration . 27
B.4 Recommended metrics and potential acceptance criteria . 28
B.5 Recommended documentation. 28
Annex C (informative) Lived experience of persons with disabilities engaging with support
services . 29
C.1 Introduction . 29
C.2 User needs related to a support service . 29
C.3 User accessibility needs related to information in non-digital form . 39
Annex D (informative) Knowledge content . 49
D.1 Introduction . 49
D.2 Awareness . 49
D.3 Etiquette . 50
D.4 User accessibility requirements. 51
D.5 Knowledge on accessibility legislation and supporting standards . 52
D.6 Use cases for accessibility requirements . 52
D.7 References . 57
Annex ZA (informative) Relationship between this European Standard and the accessibility
requirements of Directive 2019/882 aimed to be covered . 59
Bibliography . 61

European foreword
This document (prEN 18340:2026) has been prepared by Technical Committee CEN/CLC JTC 12 “Design
for All”, the secretariat of which is held by SIS.
This document is currently submitted to the CEN Enquiry.
This document has been prepared under a standardization request addressed to CEN by the European
Commission. The Standing Committee of the EFTA States subsequently approves these requests for its
Member States.
For the relationship with EU Legislation, see informative Annex ZA, which is an integral part of this
document.
Five other standards to be harmonized standards have been requested from the European
standardization organisations, CEN, CENELEC and ETSI in support of the European Accessibility Act
(EAA), Directive (EU) 2019/882.The different aspects of the EAA accessibility requirements are covered
in these standards. The documents are interrelated and interdependent.
These standards are:
— EN 17161, Design for All approach -Managing accessibility of products and services.
— EN 17210, Accessibility of the built environment.
— EN 301549, Accessibility requirements for ICT products and services.
— EN 18340:2026, Accessibility of information presented in non-digital forms on and about products
and services.
— ETSI TS 103 919, Accessibility and interoperability of emergency communications and (for) the
answering of emergency communications by the public safety answering points (PSAPs) (including
to the single European Emergency number 112).
0 Introduction
0.1 General
This document sets out accessibility requirements for a support service.
The main objective of a support service with the responsibility to communicate about accessibility in
products and services is to effectively communicate with users that have accessibility needs. The
European Accessibility Act (EAA), Directive (EU) 2019/882, emphasises the importance of providing
accessibility information for existing or potential users on products and services and includes
accessibility requirements on those products and services.
This document sets out specifications and solutions for such a support service. These solutions are
developed to fulfil the accessibility requirements of the EAA, according to Mandate M/587. Mandate
M/587 refers to a standard for a support service that ensures the information provided about the
accessibility of products and services is accessible and communicated in accessible modes of
communication.
M/587 refers to the possibilities to use the standard on support services when applying accessibility
requirements in other Union acts.
This document can be used by all organisations to make information and communication accessible for
the widest range of user needs.
0.2 Purpose of the support service
Users contact a support service when information is needed about products and services. A support
service could be a help desk, call centre, technical support or training service or a combination of these
services. The support service has the responsibility to explain how to access, understand and use
products and services, as well as how they are provided for and developed to fulfil accessibility
requirements.
0.3 Communication in accessible modes
An accessible support service provides different channels to enable communication with the user, for
example by voice or text. The communication can be either by human contact or automated support
systems or a combination of both.
It improves the usability of the support service and the experience of the user to be able to choose
between a human contact or an automated contact. Moreover, it is important to inform users when they
are interacting with a human or an automated system.
0.4 Accessible information
Information provided through a support service can be presented in digital and non-digital forms.
Regardless of the form, the information be presented according to the requirements that are specified in
EN 301549 on ICT products and information in digital form, EN 18340, on information in non-digital form
and EN 17210 on accessibility and usability in the built environment.
This document specifies requirements of accessibility in the interaction face to face with users.
0.5 Operations and management of accessible support service
This document provides requirements on how to manage the support service, ensure competence in
accessibility, how to handle complaints and how to receive feedback.
Competence in accessibility includes disability awareness across the range of functionalities, associated
barriers, terminology, applicable legislation and disability etiquette.
Annex C provides valuable information in relation to the lived experience of persons with disabilities
engaging with a support service.
1 Scope
This document specifies requirements for an accessible support service. This includes general
information about the products and services, including information on their accessibility.
This document provides requirements for an accessible support service designed so that information and
communication can be accessed, understood and used.
Support services include but are not limited to help desks, call centres, technical support and training
services. This document applies to support services that are provided digitally or face to face.
NOTE 1 Where relay services are referred to in this document, relay services are a means to communicate in the
provision of support services.
NOTE 2 A support service or part of a support service provided directly and those that have been outsourced are
included.
This document is applicable for all organisations of all sizes and across all sectors.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
prEN 301549:2026, Accessibility requirements for ICT products and services
prEN 17161:2026, Design for All approach — Managing accessibility of products and services
prEN 17210:2026, Accessibility and usability of the built environment — Requirements and
recommendations
JT012003 – add reference and check through the text and put the requirements back.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https://www.iso.org/obp/
— IEC Electropedia: available at https://www.electropedia.org/
3.1
accessibility
extent to which products, systems, services, environments and facilities can be used by people from a
population with the widest range of user needs, characteristics and capabilities to achieve identified goals
in identified contexts of use
Note 1 to entry: Context of use includes direct use or use supported by assistive technologies.
[SOURCE: EN ISO 9241 112:2017, definition 3.15]
3.2
accessibility outcomes
outputs from an organisation’s policies, processes and activities that result in products and services that
the widest range of users can access, understand and use
[SOURCE: EN 17161:2019, definition 3.2]
3.3
agent
person working for a support service, whose primary role is the handling of customer contacts
Note 1 to entry: Examples of customer contacts are calls, e-mails, fax, and web inquiries.
Note 2 to entry: The role of an agent can vary from contact handling to complex problem-solving activities.
[SOURCE: EN 15838:2009, definition 3.1]
3.4
artificial intelligence system
AI system
engineered system that generates outputs such as content, forecasts, recommendations or decisions for
a given set of human-defined objectives
Note 1 to entry: The engineered system can use various techniques and approaches related to artificial intelligence
to develop a model to represent data, knowledge, processes, etc. which can be used to conduct tasks.
Note 2 to entry: AI systems are designed to operate with varying levels of automation.
[SOURCE:ISO/IEC 22989:2022, definition 3.1.4]
3.5
audit
systematic, independent and documented process for obtaining objective evidence and evaluating it
objectively to determine the extent to which the audit criteria are fulfilled
Note 1 to entry: The fundamental elements of an audit include the determination of the conformity of an object
according to a procedure carried out by personnel not being responsible for the object audited.
Note 2 to entry: An audit can be an internal audit (first party), or an external audit (second party or third party)
Note 3 to entry: Internal audits, sometimes called first-party audits, are conducted by, or on behalf of, the
organization (3.6) itself for management review and other internal purposes, and can form the basis for an
organization’s declaration of conformity. Independence can be demonstrated by the freedom from responsibility
for the activity being audited.
Note 4 to entry: External audits include those generally called second and third-party audits. Second party audits
are conducted by parties having an interest in the organization, such as customers or by other persons on their
behalf. Third-party audits are conducted by external, independent auditing organizations such as those providing
certification/registration of conformity or governmental agencies.
Note 5 to entry: third party audits are those that are carried out by a person or body that is recognized as being
independent of the parties involved, as concerns the issue in question
[SOURCE: ISO 9000:2015, definition 3.13.1; & NOTE 5 (new] ISO 29400:20203.157]
3.6
automated support system
feature of a support service which can interpret, process and respond to user input without the
intervention of a human support service agent.
Note 1 to entry: Automated support systems can comprise rule-based systems and/or artificial intelligence (AI)
systems.
Note 2 to entry: Users can interact with automated systems through various communications technologies. These
can include voice-based technologies such as a multi-choice menu delivered by Interactive Voice Response (IVF)
over telephone and text-based technologies, such as an AI-powered chatbot.
3.7
competence
ability to apply knowledge and skills to achieve intended results
[SOURCE: ISO 55001:2024, 3.9]
3.8
continual improvement
recurring activity to enhance performance
[SOURCE: ISO 9000:2015, definition 3.3.2 without notes]
3.9
easy-to-understand language
any language variety which enhances comprehensibility
Note 1 to entry: Easy-to-understand language includes plain language, easy language and any intermediate variety.
These varieties share many recommendations, but the extent of comprehensibility is different as they address
different user needs.
[SOURCE: ISO/IEC 23859:2023, 3.1.1 modified]
3.10
end-to-end chain
sequence of information, processes and activities that enable a user to discover, acquire, use, maintain
and dispose of a product, good or service, including post-sale support and warranty fulfilment
EXAMPLE 1 In order to make a train journey, a user obtains information about train times and facilities (pre-
sale), purchases a ticket, accesses departure and destination stations and facilities, boards, uses and leaves the train
and may require support or complaint (post-sale) services.
EXAMPLE 2 A user buying a new television, researches the market, finds a supplier, buys the television, arranges
delivery, installs, connects and configures it, uses it, and gets it repaired, updated or disposed of, as, necessary.
[SOURCE: EN 17161:2019, definition 3.5]
3.11
organisation
person or group of people that has its own functions with responsibilities, authorities and relationships
to achieve its objectives
Note 1 to entry: The concept of organization includes, but is not limited to, sole-trader, company, corporation, firm,
enterprise, authority, partnership, association, charity or institution, or part or combination thereof, whether
incorporated or not, public or private.
[SOURCE: EN 17161:2019, definition 3.7]
3.12
real-time text
RTT
form of text conversation in point-to-point situations or in multipoint conferencing where the text being
entered is sent in such a way that the communication is perceived by the user as being continuous on a
character-by-character basis
Note 1 to entry: Users will perceive communication as continuous if the delay between text being created by the
sender and received by the recipient is less than 1 s. However, the actual delay will be dependent on the
communications network.
Note 2 to entry: The creation of text will differ between systems where text is entered on a word-by-word basis
(e.g. speech-to-text and predictive-text based systems) and systems where each character is separately generated
(e.g. typing on a physical keyboard).
Note 3 to entry: Although RTT may often be "perceived by the user" as being sent character-by-character, none of
the RTT standards require this to be the case. They assume accumulation of characters before sending and only
require that no character is held for more than 500 ms after it is created before the accumulated text is sent. An
accumulation time of 300 ms or less is recommended.
Note 4 to entry: It is already common for autonomous ICT to be at one end of continuous bidirectional voice
communication. The RTT requirements in the present document ensure that there will be RTT communication
wherever there is real-time bidirectional voice communication, even when there is an autonomous ICT at one end.
[SOURCE: prEN 301549:2026]
3.13
relay service
electronic communications service which enable bidirectional communication between remote end-
users of different modes of communication (for example text, sign, speech) by providing conversion
between those modes of communication, or by providing the needed cognitive support for end-users
during the communication, by a human operator or automatic means
[SOURCE: prEN 301549:2026]
3. 14
total conversation
bidirectional symmetric real time transfer of motion video, real-time text (3. 9) and voice between users
in two or more locations
[SOURCE: prEN 301549:2026]
3.15
user
person who interacts with a system, product or service
Note 1 to entry: The person who uses a service provided by a system, such as a customer in a shop or passenger on
a train, can be considered a user.
[SOURCE: ISO 27500:2017, definition 3.12]
3.16
user accessibility need
user need related to features or attributes that are necessary for a system to be accessible
Note 1 to entry: User accessibility needs vary over time and across contexts of use.
[SOURCE: CEN CENELEC Guide 6 definition 2.4]
4 Support service
4.1 General
A support service is often the first link for the user of an organisation’s products and services. The users
need information to enable them to use the product and service or to decide if they will purchase them
as a potential user.
A support service that has responsibilities to inform about the accessibility of products and services
needs to have all the information on accessibility available to be communicated to diverse users. Figure
1 below outlines the types of support services.
Information provided by a support service includes:
a) usage information on the product;
b) packaging and information provided on the packaging, and information about opening, closing, use
and disposal of the product;
c) the instructions for products on the installation and maintenance, storage and disposal and where
this information is available;
d) the instructions on the use of the product including the functions, how to activate them and their
interoperability with assistive technology;
e) where the instructions of use are available either through using the product, on the product itself or
through other means such as on a website;
f) about the functioning of the service;
g) information about the service’s accessibility functions and features, and its interoperability with
assistive devices and facilities;
h) where products are used in the provision of services, and how products are linked to the service.
In order to present accessible information and communicate in accessible modes, an organisation can
design, develop and operate an accessible support service.
To operate a support service for an accessible outcome, it is important that an organisation acquires the
knowledge about the accessible features of their products/services, and how to use accessible
communication channels.
The interactions of an accessible support service result in the provision of solutions without barriers that
can give an overall positive experience for the user.
4.2 Functions of a support service
Every organisation has its own relationship with their users. Therefore, the need for a support service
differs among organisations. Depending on how the support service is organised, different
communication channels are used.
Typical examples of these communication channels include:
— in-person interaction -communication in a face to face interaction with users to provide information;
— telephone – communication and provision of information;
— automated interactive communication systems -communication and provision of information
— email – digital communication and provision of information;
— social media- provision of information;
— SMS/text-based- digital communication and provision of information;
— online self-service (downloading support information and instructions from a web service)-
provision of information.
4.3 Accessible support service operations
When planning for a support service that provides for diverse user needs in accessible modes, it is
important to work in all available communication channels and be aware of their different technical
solutions for an accessible outcome.
A support service is comprised of several functions, all of which work together to create an accessible
service. This includes the means of communication, the provision of information, testing, management,
knowledge and competence, complaints, and verification.
When designing, developing and operating an accessible support service, the organisation can take
account of the diversity of users in accordance with EN17161.
To ensure the accessibility of a support service, the organisation can verify that:
— the communication channels are in accessible modes in accordance with clause 5.
— the presentation of information provided by the support service is accessible in accordance with
clause 6.
— the support service is managed to optimise accessibility across the operations of its service in
accordance with clause 7.
— information is provided to the user in accordance with clause 8.
Figure 1 — Types of support services
Figure 1 illustrates the relationships between various types of support services and various
communication technologies through which users can access support services. The figure is composed of
a tree diagram and a table underneath the tree diagram.
The tree diagram in the figure illustrates the distinction between various digital and non-digital support
services (where automated support systems is a subset of digital support services).
The table is composed of a number of rows and columns and illustrates some examples of common
communications technologies as they relate to various types of support services.
5 5 Requirements for communication
5.1 Modes of communication
In the support service communication are in different channels. Accessibility can be achieved in one
means or channels or in a combination of channels. The channels can be both digital and automated and
presented in other ways, such as through the means of voice or visuals, including written words.
NOTE 1 A communication channel is a way of reaching a support service. These channels can also be described
as different modes or means.
Combinations of non-digital and digital forms can be used to present information through more than one
sensory channel.
NOTE 2 Communication can be either synchronous or asynchronous. Synchronous communication examples are
face to face, telephone, instant messaging, real time text (RTT) and video. Asynchronous communication examples
are email and recorded video messages.
NOTE 3 Provision of a digital solution can be an alternative to a non-digital means of communication and a non-
digital solution can be an alternative to a digital means of communication.
In clause 5 there are accessibility requirements that enables users to access, perceive and understand
what a support service provides regardless of what sensory channel is being addressed.
5.2 User interface
The user interfaces of the support service system shall be in accordance with EN 301 549.
5.3 Contacting the support service
The organisation shall provide information on all the different ways of communicating with the support
service, including contact details on their website(s) and in their mobile application(s).
5.3.1 The contact details shall be consistently available from one location, such as the header, footer,
or main menu on a website.
5.3.2 Access to the contact details of a support service shall not be impeded.
EXAMPLE Impediments include authentication, login, user identification
5.3.3 The user shall be able to have contact with a human support agent.
5.4 Outsourced
A support service that is outsourced shall meet the requirements of the clauses of this document in
relation to the provision of a support service, information and means of communication.
NOTE EN ISO 18295-2 provides information on outsourcing.
This shall be verified by checking if the organisation provided documented requirements as part of
contractual arrangements /tender documents of how information is communicated across more than one
sensory channel. This includes the presentation of information in accordance with clause 5 to the user of
the product or service and competence of personnel according to clause 7.2.
5.5 End-to-end chain
5.5.1 The channels of communication in the support service shall be accessible along the end-to-end
chain in accordance with clause 5.2, 5.3 and 5.4.
EXAMPLE By providing accessible information in different ways it can be communicated in different
communication channels and can be linked with one another, if needed. When the communication channels are
accessible for the user needs and linked in an accessible way the end-to-end chain is accessible.
5.6 Voice communication
5.6.1 General
5.6.1.1 The presentation of spoken information shall meet the requirements of 6.4.
5.6.1.2 In addition to 5.6.1.1 the support agent shall:
a) speak slowly and clearly;
b) be sensitive to the diverse communication needs of persons;
c) ask one question at a time;
d) offer the option of alternative channels of communication more appropriate or preferred by the user;
e) give relevant important information in a logical sequence;
f) listen carefully to what users say;
g) confirm that the user has understood the information provided;
h) allow the user time to take in information;
i) speak to the user, not to the interpreter (for example in a relay service) or accompanying person;
j) understand the ways in which the body communicates non-verbally.
NOTE 1 Verbal communication encompasses telephone-, loudspeaker-, face-to-face-, text relay- and video-
communication, sign language and the ways in which the body communicates non-verbally.
NOTE 2 Non-verbal communication refers to gesture, posture, appearance, eye contact, physical contact, facial
expression, proximity, orientation, and attire.
NOTE 3 A text relay service is a third-party system designed for use by people who are hard of hearing or deaf
as a means of communication through an intermediary (relay services).
5.6.1.3 In addition to 5.6.1.2 the support service shall:
i) provide a suitable acoustic environment and limit background noise;
ii) provide good lighting (luminance) so that gestures and facial expressions can be seen clearly;
iii) provide interpretation from verbal information into sign language when requested when sign
language interpretation is a part of a support service ;
NOTE In some countries there is a facility for remote mobile sign interpretation provided for people using sign
language.
This shall be verified in accordance with clause 5.6.3.
5.6.2 Provision of Real-time text (RTT) connection and Total conversation service (TC)
5.6.2.1 General
There are a number of different types of relay service offering conversion between differing modes of
communication. They include the following:
— text relay service;
— speech to speech relay service; and
— video relay service (for sign language).
NOTE 1 A relay service enables users of different modes of communication to interact by providing conversion
between differing modes of communication.
NOTE 2 The aim of a relay service is to allow any user in any network, using one channel of communication, to
communicate with another user using a different channel of communication in the same network or in any other
network, via a relay service.
The support service shall either facilitate the use of Real-time-text (RTT) or have procedures, knowledge
and training to manage a relay service for text users.
This shall be verified by the support service providing documented evidence that they:
a) facilitate the use of RTT ;
b) have procedures, competence and knowledge to manage a relay service for text users.
EXAMPLE RTT is used by people who are Deaf, DeafBlind and Hard of Hearing but can be used by everyone.
NOTE 1 EN 301 549 provides further information on RTT.
NOTE 2 In a relay service with Real-time text (RTT) the relay operator reads out the person’s written text to the
other party and then relays their spoken words back to the person through text .
NOTE 3 Persons who use RTT use it for conversations in the same way as persons who can talk and hear
use voice communications (or Voice and RTT together). That is possible when the conversation flows word by word
and is presented simultaneously sign by sign.
5.6.2.2 If the support service is handling video communications, they shall have a Total Conversation
(TC) service.
This shall be verified by the support service by providing documented evidence that they are or are not:
a) handling video communication;
b) handling video communication with TC service.
EXAMPLE In a video communication, a user who is hard of hearing but can speak may be able to read the lips
of the support service agent and answer by using their voice and text. It is also possible to use gestures to make the
conversation more understandable.
5.6.2.3 The support service shall have a procedure describing what happens when the support
service is contacted from a relay service for sign language.
NOTE A Video relay service (VRS) is a service that enables sign language users and voice telephone users to
interact by providing conversion between sign language and speech in substantially real time.
This shall be verified by showing documented evidence of procedures, competence and knowledge to
manage a relay service for sign language.
5.6.3 User feedback
The support service shall facilitate the user to provide feedback on their experience of the interaction
after each support service interaction.
5.6.4 Public announcements and voice recordings
Public announcements and voice recordings shall be presented in an understandable way, in accordance
with clause 6.4.
5.7 Written communication
The presentation of written information for communication shall be in accordance with clause 6 of this
document.
Written communication encompasses written text, letters, numerals, pictograms, markings, document
design, form design and signage.
5.8 Automated support system and combinations with other accessible modes
5.8.1 General
5.8.1.1 Communication with automated support systems includes voice-based and text-based. They
can either be written or ice, a combination of both or in combination with other accessible modes as
described in clause 4 of this document.
5.8.1.2 The user interfaces of the automated support system shall be in accordance with EN 301 549.
NOTE 1 Automated support systems can be part of a support service that is delivered by electronic
communication systems, such as telephone systems, text and voice chatbot.
NOTE 2 Automated support systems can incorporate artificial intelligence (AI) technologies.
NOTE 3 Accessibility Standards Canada has developed a standard; CAN-ASC-6.2:2025 on Accessible and
Equitable Artificial Intelligence Systems.
NOTE 4 Providing a keyboard and voice control support for the integration of voice recognition technology for
users with motor impairments facilitates the navigability for chatbot interface.
NOTE 5 The provision of alternative text for images supports screen reader compatibility. High contrast
improves readability for persons with low or no vision.
5.8.1.3 The user shall be informed at the start of an interaction when a support system is an
automated system.
5.8.1.4 The user shall be informed during an interaction when the automated system is transferred
to a human.
NOTE The support service could start with a support service agent who can transfer the call to an automated
support system and vice versa.
5.8.1.5 Automated support systems shall not close a conversation with a user without:
— Confirmation from the user to close the conversation; or
— exceeding an established timeframe for a response.
5.8.2 Voice-based and text-based automated system
5.8.2.1 Voice-based and text-based automated support systems that a support service provides as
communication channels shall meet the applicable requirements of prEN 301549:2026, clause 6.
5.8.2.2 The information presented and content provided through automated systems shall be
understandable in accordance with clause of 5.4 and 6.4, to enable the user to select the relevant option.
5.8.2.3 Automated support systems shall meet the requirements for data quality in accordance with
A.1.
This shall be verified by providing records of:
a) documented requirements for data quality in accordance with A.2.1;
b) evidence that relates to user accessibility needs in accordance with A.2.2;
c) evidence that the terminology relevant to each disability has been incorporated into the system in
accordance with A.2.3.
5.8.2.4 The output of the automated support system shall meet the requirements of A.3.
This shall be verified by providing records of
a) outputs of incorporated specific terminology accordance with A.3.1
b) output of relevant terminology within the functional performance criteria in accordance with A.3.2.
c) outputs of information related to user accessibility needs and requirements of relevant products and
services in accordance with A.3.3.
d) user testing of the automated support system in accordance with A.3.4.
5.8.2.5 Voice-based automated support systems that facilitates a user to use electronic
communication, shall:
a) publish on its website, and when requested, details of its IVR or call routing where interactive voice
response (IVR) or call-routing is provided in a non-digital form in accordance with clause 6;
b) provide the number of options the user will be presented with at the start of the
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