+3. Support services: Where available, support services (help desks, call centres, technical …

3. Support services: Where available, support services (help desks, call centres, technical …

3.

Support services:

Where available, support services (help desks, call centres, technical support, relay services and training services) shall provide information on the accessibility of the product and its compatibility with assistive technologies, in accessible modes of communication.

Section II

Accessibility requirements related to products in Article 2(1), except for the self-service terminals referred to in Article 2(1)(b)

In addition to the requirements of Section I, the packaging and instructions of products covered by this Section shall be made accessible, in order to maximise their foreseeable use by persons with disabilities. This means that:

(a)

the packaging of the product including the information provided in it (e.g. about opening, closing, use, disposal), including, when provided, information about the accessibility characteristics of the product, shall be made accessible; and, when feasible, that accessible information shall be provided on the package;

(b)

the instructions for the installation and maintenance, storage and disposal of the product not provided on the product itself but made available through other means, such as a website, shall be publicly available when the product is placed on the market and shall comply with the following requirements:

(i)

be available via more than one sensory channel;

(ii)

be presented in an understandable way;

(iii)

be presented to users in ways they can perceive;

(iv)

be presented in fonts of adequate size and suitable shape, taking into account foreseeable conditions of use, and using sufficient contrast, as well as adjustable spacing between letters, lines and paragraphs;

(v)

content of instructions shall be made available in text formats that can be used for generating alternative assistive formats to be presented in different ways and via more than one sensory channel; and

(vi)

instructions containing any non-textual content shall be accompanied by an alternative presentation of that content.

Section III

General accessibility requirements related to all services covered by this Directive in accordance with Article 2(2)

The provision of services in order to maximise their foreseeable use by persons with disabilities, shall be achieved by:

(a)

ensuring the accessibility of the products used in the provision of the service, in accordance with Section I of this Annex and, where applicable, Section II thereof;

(b)

providing information about the functioning of the service, and where products are used in the provision of the service, its link to these products as well as information about their accessibility characteristics and interoperability with assistive devices and facilities:

(i)

making the information available via more than one sensory channel;

(ii)

presenting the information in an understandable way;

(iii)

presenting the information to users in ways they can perceive;

(iv)

making the information content available in text formats that can be used to generate alternative assistive formats to be presented in different ways by the users and via more than one sensory channel;

(v)

presenting in fonts of adequate size and suitable shape, taking into account foreseeable conditions of use and using sufficient contrast, as well as adjustable spacing between letters, lines and paragraphs;

(vi)

supplementing any non-textual content with an alternative presentation of that content; and

(vii)

providing electronic information needed in the provision of the service in a consistent and adequate way by making it perceivable, operable, understandable and robust;

(c)

making websites, including the related online applications, and mobile device-based services, including mobile applications, accessible in a consistent and adequate way by making them perceivable, operable, understandable and robust;

(d)

where available, support services (help desks, call centres, technical support, relay services and training services) providing information on the accessibility of the service and its compatibility with assistive technologies, in accessible modes of communication.

Section IV

Additional accessibility requirements related to specific services

The provision of services in order to maximise their foreseeable use by persons with disabilities, shall be achieved by including functions, practices, policies and procedures and alterations in the operation of the service targeted to address the needs of persons with disabilities and ensure interoperability with assistive technologies:

(a)

Electronic communications services, including emergency communications referred to in Article 109(2) of Directive (EU) 2018/1972:

(i)

providing real time text in addition to voice communication;

(ii)

providing total conversation where video is provided in addition to voice communication;

(iii)

ensuring that emergency communications using voice, text (including real time text) is synchronised and where video is provided is also synchronised as total conversation and is transmitted by the electronic communications service providers to the most appropriate PSAP.

(b)

Services providing access to audiovisual media services:

(i)

providing electronic programme guides (EPGs) which are perceivable, operable, understandable and robust and provide information about the availability of accessibility;

(ii)

ensuring that the accessibility components (access services) of the audiovisual media services such as subtitles for the deaf and hard of hearing, audio description, spoken subtitles and sign language interpretation are fully transmitted with adequate quality for accurate display, and synchronised with sound and video, while allowing for user control of their display and use.

(c)

Air, bus, rail and waterborne passenger transport services except for urban and suburban transport services and regional transport services:

(i)

ensuring the provision of information on the accessibility of vehicles, the surrounding infrastructure and the built environment and on assistance for persons with disabilities;

(ii)

ensuring the provision of information about smart ticketing (electronic reservation, booking of tickets, etc.), real-time travel information (timetables, information about traffic disruptions, connecting services, onwards travel with other transport modes, etc.), and additional service information (e.g. staffing of stations, lifts that are out of order or services that are temporarily unavailable).

(d)

Urban and suburban transport services and regional transport services: ensuring the accessibility of self-service terminals used in the provision of the service in accordance with Section I of this Annex.

(e)

Consumer banking services:

(i)

providing identification methods, electronic signatures, security, and payment services which are perceivable, operable, understandable and robust;

(ii)

ensuring that the information is understandable, without exceeding a level of complexity superior to level B2 (upper intermediate) of the Council of Europe’s Common European Framework of Reference for Languages.

(f)

E-books:

(i)

ensuring that, when an e-book contains audio in addition to text, it then provides synchronised text and audio;

(ii)

ensuring that e-book digital files do not prevent assistive technology from operating properly;

(iii)

ensuring access to the content, the navigation of the file content and layout including dynamic layout, the provision of the structure, flexibility and choice in the presentation of the content;

(iv)

allowing alternative renditions of the content and its interoperability with a variety of assistive technologies, in such a way that it is perceivable, understandable, operable and robust;

(v)

making them discoverable by providing information through metadata about their accessibility features;

(vi)

ensuring that digital rights management measures do not block accessibility features.

(g)

E-Commerce services:

(i)

providing the information concerning accessibility of the products and services being sold when this information is provided by the responsible economic operator;

(ii)

ensuring the accessibility of the functionality for identification, security and payment when delivered as part of a service instead of a product by making it perceivable, operable, understandable and robust;

(iii)

providing identification methods, electronic signatures, and payment services which are perceivable, operable, understandable and robust.

Section V

Specific accessibility requirements related to the answering of emergency communications to the single European emergency number ‘112’ by the most appropriate PSAP

In order to maximise their foreseeable use by persons with disabilities, the answering of emergency communications to the single European emergency number ‘112’ by the most appropriate PSAP, shall be achieved by including functions, practices, policies and procedures and alterations targeted to address the needs of persons with disabilities.

Emergency communications to the single European emergency number ‘112’ shall be appropriately answered, in the manner best suited to the national organisation of emergency systems, by the most appropriate PSAP using the same communication means as received, namely by using synchronised voice and text (including real time text), or, where video is provided, voice, text (including real time text) and video synchronised as total conversation.

Section VI

Accessibility requirements for features, elements or functions of products and services in accordance with Article 24(2)

The presumption to fulfil the relevant obligations set out in other Union acts concerning features, elements or functions of products and services requires the following:

1. Apžvalga

,

1.1 Nuorodos

1.2 Nustatyti reikalavimai

1.3 Susiję standartai

2. Nustatyti reikalavimai

Reikalavimai

3. Susiję standartai

Standartai