What to do when someone reports an accessibility issue

Imagine you open your inbox to find something like this: “Your website isn’t working with my screen reader. I can’t complete my purchase.”

Unless you already have a plan for responding to accessibility complaints, this would raise some urgent questions. Who should handle this? Legal? IT? Customer service? What do you say? How quickly do you need to respond?

The initial response to an accessibility complaint sets the tone for everything that follows. Here’s your playbook for handling it right.

Step 1: Create Your Accessibility Statement

The best time to prepare for accessibility complaints is before you receive one. An accessibility statement page provides users with a clear path to report issues and demonstrates you’re being proactive about accessibility.

At a minimum, include your commitment to accessibility and a clear contact method for reporting barriers. Place a link in your website footer, typically labeled “Accessibility” or “Accessibility Statement.” When users can easily find you, they’re more likely to reach out directly rather than escalate to legal action.

If you need some help, check out my article on how to write a great accessibility statement, which covers the five essential components and includes real-world examples.

Step 2: Acknowledge Within 24 Hours

Speed matters. When someone reports an accessibility barrier, they’re often stuck and frustrated. A quick acknowledgment shows you take their concern seriously.

Here’s an email template you can adapt to your needs:

Thank you for contacting us about the accessibility issue you encountered. We take accessibility seriously and appreciate you bringing this to our attention.

We’re investigating the specific issue you reported and will provide a substantive response within 5-7 business days. I’ll be your point of contact throughout this process.

[Your name and contact information]

Keep it simple and genuine. You don’t need to have answers yet. Just show that you’re listening.

Step 3: Don’t Make Promises You Can’t Keep

Avoid common pitfalls: Don’t promise immediate “full WCAG compliance.” Don’t blame your vendor or budget. Don’t ask users to explain their disability or assistive technology (focus on the barrier, not their personal details).

What you should do is commit to investigating the issue, document your findings, and respond within the timeframe you have stated.

Take Action This Week

If you don’t have an accessibility statement page, create one. Draft a response template now, before you need it under pressure. Designate who in your organization handles these complaints, even if the process is just “forward to this person.”

Don’t wait until someone is frustrated and waiting for your response.