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Europe & regulation

European Accessibility Act

Since June 2025, Germany's Accessibility Strengthening Act has applied to many consumer services. Univerx sets accessible customer interfaces as a goal: WCAG 2.1 AA and EN 301 549 for web messaging, the Univerx Channel and self-service.

Designed for · WCAG 2.1 AA as a goal
  • BFSG
Updated on 2 November 2026
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At a glance

  1. Designed for

    The platform is built toward the requirement. Evidence such as an attestation does not exist yet – we name it as soon as it does.

  2. On request

    The documents exist. You receive them for your review through the contact form.

  3. Available

    Met and evidenced. We assign this level only once the evidence exists.

Documents on request

No documents are listed for this topic. We answer the questions from your questionnaire in conversation.

#What the law requires

The European Accessibility Act, Directive (EU) 2019/882, is transposed in Germany by the Accessibility Strengthening Act (BFSG). It has applied since 28 June 2025 to certain products and services offered to consumers.

Covered services include consumer banking, telecommunications, e-books, parts of passenger transport and e-commerce. For many companies that means websites, apps and digital customer contact must be accessible.

#Which interfaces are affected

In customer service it is mainly the interfaces your customers use themselves. The table shows what matters for each one.

InterfaceWho uses itWhat matters
Web messagingCustomers on websites and in appsKeyboard operation, screen reader announcements for new messages, contrast, zoom
Univerx ChannelCustomers in the running contactClear steps, labelled forms, no time limits without an extension
IVR & self-serviceCallersClear prompts, repetition, a way to a person or to text
AI agentsCustomers on every channelPlain language, disclosure as AI, handover to a person

Your employees' desktops are outside the scope of the law. For inclusion in your own team they matter just as much.

The Univerx Channel on a smartphone: one step per screen. Sample view.

#More than one way in

Accessibility in customer service is not only about an interface surviving a screen reader. It is about every person finding a channel that works for them, and not being served worse there.

Because every channel in Univerx runs into one queue, a deaf customer in chat can resolve the same request as a caller on the phone, with the same history. Switching channel does not mean starting again.

The directive explicitly mentions support services such as call centres and help desks. They should provide information about the accessibility of the service, in accessible form.

#How we state our position

What to check for your service

Can the chat be used entirely without a mouse?
Are new messages announced to screen readers?
Does every voice dialogue also lead to a person?
Do you explain how your services can be used accessibly?
Is your accessibility statement up to date?

The guide to accessibility in customer service covers this in depth. The article Accessible web messaging lists ten points for chat; this website's statement is under Accessibility.

#Sources

Products

Where the topic applies.

The product families this topic matters most for.

  • Univerx Contact Center

    Every contact in the right queue.

    • DSGVO
    • BFSG
    • EU
    Learn more

  • Univerx AI

    AI that resolves requests and backs up people.

    • AI Act
    • DSGVO
    • EU
    Learn more

  • Univerx Trust Center

    Security and regulation as a design principle, not an appendix.

    • DSGVO
    • EU
    • AI Act
    • BSI C5
    • eIDAS
    • NIS2
    • DORA
    • BFSG
    Learn more

Trust & Europe

Every topic in the trust center.

Every topic carries a status. It tells you what is a design goal, which documents you can request and what is evidenced today.

Trust center topics with status, affected product families and number of documents on request
TopicStatus
GDPROn request
Data residency & hosting in GermanyDesigned for · German hosting planned
EU AI ActDesigned for
BSI C5Designed for · goal, no attestation
eIDAS & online IDDesigned for
NIS2Designed for
DORADesigned for
European Accessibility ActDesigned for · WCAG 2.1 AA as a goal
Responsible AIDesigned for · principles & controls
Security & availabilityDesigned for
United States: HIPAA, PCI DSS, SOC 2, TCPA, CCPADesigned for

Frequently asked questions

Does the law apply to our customer service?

If you offer consumers services the law covers, such as banking, telecommunications or e-commerce, it usually applies to the channels through which you deliver them too. Micro-enterprises providing services are exempt.

Is Univerx accessible?

Accessible customer interfaces are our goal, measured against WCAG 2.1 AA and EN 301 549. We discuss the status of each interface in a conversation and claim conformance only once an audit confirms it.

What about the phone and voice dialogues?

Accessibility also means more than one way in. People who cannot speak need text; people who cannot read need voice. Because every channel runs into one queue, nobody is stuck with a channel that does not work for them.

Is there an accessibility statement for this website?

Yes. You will find it in the footer under “Accessibility”.

  • A man looks at his smartphone in the evening
    Trust & Europe

    eIDAS & online ID

    The Univerx Channel is designed for identification with the German online ID card and for eIDAS signatures – inside the running contact, with no app to download for the Channel. It is prepared for the EUDI wallet.

  • Forms and a pen on a dark desk
    Trust & Europe

    GDPR

    Processing under Art. 28 GDPR, documents for your data protection impact assessment, retention and deletion policies and role rights. What exists you receive on request; what is a goal we call a goal.

  • Wood-panelled council chamber with chandeliers
    Trust & Europe

    EU AI Act

    AI disclosure in dialogue, human oversight, logging and model approval: Univerx is designed for the duties of the AI Act. Which risk class your use case falls into, we work out together.

  • An older woman on the phone in the street
    Guides2 November 2026 · 11 min read

    Accessibility in customer service (EAA)

    What the European Accessibility Act and its German implementation demand of customer interfaces, which channels are affected, and how to check chat, voice dialogues, forms and contact routes against WCAG 2.1 AA and EN 301 549.

  • A man looks at his smartphone in the evening
    Practice & how-to2 November 2026 · 5 min read

    Accessible web messaging: ten points to start with

    A chat window is small, but it packs in almost everything that makes accessibility hard. Ten points to start with.

  • A long corridor in warm backlight, one person walking through
    Glossary

    Accessibility Act & WCAG

    Since June 2025, the German Accessibility Act has required many products and services to be accessible. EN 301 549 and WCAG 2.1 AA serve as the technical yardstick. Contact channels are part of it.

  • Employee at a screen late in the evening
    Glossary

    Web messaging

    Web messaging is asynchronous chat on websites and in apps. The conversation persists when the customer closes the tab and can resume later, on the same device or another one.

  • A man looks at his smartphone in the evening
    Glossary

    Interactive voice response (IVR)

    An IVR answers calls before a person takes over. It resolves simple requests itself, gathers the rest in a structured way and offers a callback instead of a hold queue.

See Univerx on your own example.

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