The European Accessibility Act: A game-changer for customer communication in financial services and the public sector

In today’s world, accessibility isn’t just a regulatory requirement—it’s a vital aspect of delivering fair, inclusive, and equitable customer experiences. With the introduction of the European Accessibility Act (EAA), organizations in the financial services and public sectors must address accessibility head-on. This groundbreaking legislation is set to redefine how businesses approach customer communication, particularly for individuals with disabilities. 

 Let’s explore what the EAA means for organizations and how they can adapt to stay compliant while fostering greater accessibility. 

What is the European Accessibility Act? 

The EAA is a directive designed to ensure that products and services across Europe meet standardized accessibility requirements. Set to take effect in 2025, it focuses on removing barriers for people with disabilities and ensuring equal access to key services—ranging from digital platforms to customer communications. 

For industries like financial services (FSI) and public sector organizations, this means significant changes. Everything from websites and apps to forms, templates, and communication workflows must meet specific accessibility standards. Non-compliance could result in legal and reputational risks, making early preparation essential. 

Why accessibility matters now more than ever 

Accessibility isn’t just a legal box to tick—it’s about creating inclusive customer experiences that benefit everyone. Organizations that prioritize accessibility often find that they: 

1. Reach a broader audience: According to WHO, approximately 135 million Europeans live with disabilities. By meeting their needs, businesses can tap into an underserved market. 
2. Enhance customer satisfaction: Clear, accessible communication benefits all customers, not just those with disabilities. 
3. Build stronger brand loyalty: Customers increasingly expect businesses to demonstrate social responsibility and inclusivity. 

The EAA provides a framework for businesses to embrace these benefits while complying with evolving regulations. 

What the EAA means for customer communication 

Under the EAA, organizations will need to ensure that all forms of customer communication—whether digital or physical—are fully accessible. Key requirements include: 

1. Accessible digital content: Websites, apps, and digital forms must meet Web Content Accessibility Guidelines (WCAG 2.1), ensuring they are navigable by screen readers and other assistive technologies. 
2. Readable print materials: Printed communications must be available in accessible formats, such as large print or Braille. 
3. Consistent, inclusive design: Templates and communication workflows must follow universal design principles, ensuring clarity and usability for all audiences. 
    

These requirements will significantly impact how financial services and public sector organizations approach communication, from template design to delivery. 

How organizations can adapt and stay ahead 

Preparing for the EAA may seem daunting, but with the right strategies, organizations can not only achieve compliance but also set themselves apart as leaders in accessibility. Here’s how: 

1. Conduct an accessibility audit
   - Review all customer communication channels (digital and print) to identify gaps in accessibility. 
   - Assess how your current workflows align with WCAG 2.1 and other accessibility standards. 
2. Standardize templates and workflows
   - Ensure that all templates are designed with accessibility in mind, using pre-approved formats and clear language.
   - Leverage tools and platforms that centralize communication workflows, reducing the risk of inconsistencies. 
3. Invest in accessible technology
   - Adopt tools that automate compliance checks, such as flagging non-accessible elements in templates or digital assets. 
   - Look for platforms that support multi-channel delivery, ensuring accessible formats are available across all touchpoints. 
4. Train your teams
   - Educate employees on the importance of accessibility and how to create inclusive communications. 
   - Provide ongoing training on best practices and regulatory updates to ensure compliance at every level. 
5. Plan for continuous improvement
   - Accessibility isn’t a one-time fix—it requires ongoing effort. Establish regular reviews and updates to keep pace with evolving standards and customer expectations

The business opportunity in accessibility 

While the EAA introduces stricter requirements, it also offers a significant opportunity for organizations to differentiate themselves. By embracing accessibility, businesses can: 

• Enhance their reputation: Position themselves as leaders in inclusivity and innovation. 
• Drive customer loyalty: Demonstrate a commitment to meeting the needs of all customers. 
• Simplify operations: Standardizing accessibility across communication workflows often results in greater efficiency and cost savings. 

Looking ahead 

The European Accessibility Act is more than just a regulatory change—it’s a call to action for organizations to rethink how they approach customer communication. By starting now, financial services and public sector organizations can not only ensure compliance but also build more inclusive, customer-focused communication strategies. 

At Metaforce, we’re committed to helping organizations navigate this transition. By combining innovative tools with industry expertise, we empower businesses to meet accessibility standards while delivering exceptional customer experiences. 

Accessibility is the future. Let’s work together to make it a reality.