British Standards Institution

Source:: CEN
Committee:: DES/1 - Design for All
Categories:: Information management | Standardization. General rules

Scope

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.

Purpose

The purpose of this new work item is to develop a hEN on Support services for products and services within the scope of the European Accessibility Act (Directive 2019/882) by means of executing that part of the related Standardisation Request (M/587).

The technical topics addressed by the hEN are to include the harmonised standard setting up requirements on the accessibility of support services related to products and services (help desks, call centres, technical support, relay services and training services)

Comment on proposal

Required form fields are indicated by an asterisk (*) character.

How important do you think standardization is in this area? *

Do you agree that a standard on this subject is feasible?: *

Please give reasons for your selections above: *

Would you or your organization use the standard? *

Would you or your organization be prepared to participate in the development of the standard or to comment on the draft when it is available? *

Are you aware of any regulation, existing standards and other good practice information in this area in the UK (e.g. Industry codes of practice; company specifications, international or European Standards)? *

Would the development of a standard(s) in this area have a particular impact/relevance to SME, consumer, environmental or societal interests? *

Are you aware of any other organizations to which this proposal may be relevant? If so please provide details below. *

Additional comments on the scope or proposal:

Although BSI will not usually enter into correspondence regarding individual comments or suggestions we may wish to contact you to seek further clarification. Please indicate whether this will be acceptable: *

Discard

Please email further comments to: debbie.stead@bsigroup.com

Standard timeline

1. Proposal

Proposal start date:

04/03/2025

Proposal end date:

13/04/2025

2. Draft

3. Public Comments

4. Comment Resolution

5. Approval

6. Publication

Learn more about the standards development process

Standards Development

N325 - NWIP for Support services Accessibility of support services for products and services

Scope

Purpose

Comment on proposal

Discard changes?

Submit comment

Submit comment

Follow standard

Unfollow standard

Error