Publishing a clear accessibility statement on a business website signals a commitment to usability and provides a direct channel for user feedback. A standard statement details the specific guidelines targeted (such as WCAG 2.2 Level AA), lists known temporary limitations, and provides contact information for visitors who encounter barriers. This document serves as a key component of a company's public compliance posture.
For growing business owners, digital accessibility is both a legal expectation and a customer service priority. While the technical work of correcting code barriers occurs behind the scenes, the accessibility statement serves as the public face of these efforts. It is a dedicated page, typically linked from the website footer, that communicates the organization’s policies, standards, and progress.
An accessibility statement has significant strategic value:
- Establishing Customer Trust: A transparent statement shows customers that the business values their patronage and is actively working to ensure their access. This transparency builds long-term brand loyalty among users with disabilities and their networks.
- Preventing Litigation: Many digital accessibility disputes begin because a user encounters a barrier (such as an inaccessible form) and has no way to report the issue. By providing a clear, visible contact path, the business encourages users to report barriers directly to the customer support team, allowing the company to resolve the issue before it escalates into a formal dispute.
- Defining Conformance Boundaries: Claiming absolute compliance is risky, as websites change frequently. An honest statement allows the business to define its current level of conformance, note active remediation areas, and manage expectations.
An effective statement must be clear, concise, and structured so that users of assistive technology can navigate it easily. The document typically includes four key sections.
1. Conformance Status
This section defines the standard targeted by the organization, typically the Web Content Accessibility Guidelines (WCAG) 2.2 Level AA. It describes the current conformance level. Businesses must avoid absolute terms (such as “fully compliant”), opting instead for terms like “partially conformant.” This acknowledges that while the majority of the site meets the standard, some legacy pages or third-party elements may contain limitations.
2. Technical Specifications
The statement lists the web technologies relied upon to ensure accessibility, such as HTML, CSS, JavaScript, and WAI-ARIA. Documenting these technologies helps users understand the environment required to browse the site. It also assists developers in maintaining compatibility with standard web browsers and assistive software.
3. Known Temporary Limitations
If certain sections of the website are not yet accessible, they must be listed honestly. For example, if the business is currently adding closed captions to a large library of training videos, the statement can note: ” We are currently remediating our video archive to add captions, and expect this work to be complete by the next quarter.” Listing these limitations shows good faith and documents an active compliance plan.
4. Feedback Protocol and Contact Options
This is the most critical section. The business must provide multiple contact methods (such as a dedicated email address, a telephone number, and a contact form) to accommodate different communication needs. Crucially, the feedback form itself must be fully accessible. If the form lacks proper labels or focus indicator styling, users will remain unable to submit reports. In addition to digital contact methods, some organizations include a physical mailing address, which provides a traditional communication option for users who prefer offline correspondence. The statement must also define an expected response timeline, such as committing to respond to inquiries within two business days.
When writing the statement, the language must be direct and objective, avoiding marketing hype or vague promises.
Example for a Site in Active Remediation
“Our company is committed to ensuring digital accessibility for all visitors. We are currently auditing our website and resolving code barriers to align with WCAG 2.2 Level AA guidelines. While this work is underway, visitors may experience temporary issues with some legacy PDF documents and custom forms. If you encounter a barrier, please contact us at support@example.com or call 555-0199, and we will assist you with the information you need.”
Example for a Completed Remediation Phase
“Our company maintains its digital platforms to support accessibility for all users. Our website aligns with WCAG 2.2 Level AA standards. We conduct regular reviews using automated testing tools and manual screen reader evaluations to identify and resolve new issues. We welcome your feedback on the accessibility of our site. Please submit any suggestions or report barriers through our support portal or by emailing compliance@example.com.”
Publishing the statement is only effective if the business establishes an internal process to handle incoming accessibility reports. Customer service teams must be trained to recognize accessibility inquiries. When a report is received, the support team must gather key details: the user’s browser, their assistive software (such as JAWS or NVDA), the specific page URL, and the steps to reproduce the issue.
This information must be escalated directly to the development team. Once developers resolve the code error, the support team must follow up with the user to verify that the barrier is gone. Additionally, the statement should be updated with a clear revision date (such as “Last updated: October 2026”) to show that the document is actively maintained. This responsive workflow protects the business, builds customer loyalty, and keeps the digital storefront accessible to everyone.
To ensure accuracy, a published statement should represent actual site status, which is typically verified through a professional ADA web compliance assessment of major user flows. Implementing a professional assessment ensures that the statement is based on verified technical data, such as those compiled in a Voluntary Product Accessibility Template (VPAT), protecting the business from claims of misrepresentation.