Accessibility statement

This accessibility statement is about content published on /

This website is run by the Public Services Ombudsman for Wales. It is designed to be used by as many people as possible. The content should be clear and easy to understand.


Using this website

You should be able to:

  • navigate the website using text-to-speech software
  • navigate the website using just a keyboard
  • navigate the website using speech recognition software
  • use the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)
  • change colours, contrast levels and fonts
  • change text size
  • access the website content with zoom in up to 400%.

To enable some of these options, we have installed a ReachDeck toolbar, which allows you to instantly convert online content to audio on our website. You can find the toolbar along the stripe at the top of the website.

You can also use these options through your web browser controls.  Different browsers have different methods for changing these settings, so you will need to consult the ‘Help’ section on your browser to find out how to do this. AbilityNet has advice on making your device easier to use if you are disabled.

Our site is built to work with up to date versions of all popular web browsers, such as Microsoft Edge, Firefox, Google Chrome, Opera and Safari. You should be able to view our website on phone or tablet.

We are always working to make the website text easier to understand.


How accessible this website is

Some parts and features of this website are not currently fully accessible. There is a list in the ‘non-compliance’ section below. We also explain below how we will make our website more accessible.


How to request content in an accessible format

If you need information in a different format email us at and tell us:

  • the web address (URL) of the content
  • your name and email address
  • the format you need, for example, braille, accessible PDF or Easy Read (pictures and simple print)


Reporting accessibility problems with this website

If you find any problems not listed on this page or think we are not meeting the accessibility requirements, email us at


Feedback and Contact information

If you find any problems not listed on this page or think we’re not meeting accessibility requirements, contact:

If you need information on this website in a different format like accessible PDF, large print, easy read, audio recording or braille, contact:

We’ll consider your request and get back to you in 5 days.


Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, please contact the Equality Advisory and Support Service (EASS).


Technical information about this website’s accessibility

We are committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.


Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances listed below.

Government Digital Service checked the previous version of the website ( on 26 February 2024 against the Web Content Accessibility Guidelines (WCAG) 2.1 AA standard.

There are some things which are not fully accessible.

We are working towards full compliance with the WCAG Guidelines. The Equality and Human Rights Commission (EHRC) is the enforcement body that will take action should we not fully comply with the WCAG Guidelines.


Non-compliance with the accessibility regulations

Strategic Plan 2022-2026 PDF issues – Click here to visit document.

Issues found on page
# Issue and description Where the issue was found
Issue:1 WCAG 2.4.2 Page titled

PDF documents should have titles that describe the topic or purpose of the page. Titles help users understand the topic without having to read the entire document.

Without a descriptive title a user may need to spend time searching the document to decide whether the content is relevant.

When a PDF is displayed in a browser the title will usually be displayed in the top title bar or as the tab name.

The page title is missing from the document settings.
Issue:2 WCAG 1.1.1 Non-text content

People with sight loss may not see an image clearly on a page. You need to use a text alternative to share the information. The alternative text must describe the information or function represented by the image.

Screen readers can share the alternative text with the user. In PDF documents you must ensure that images are tagged correctly with alternative text.

There are elements in the document that do not have alternate text, such as the Ombudsman logo figures and the circular images under the ‘Our role’ header.


What we’re doing to improve accessibility

The audit underlined that it focused only on the most common barriers to users with accessibility needs and that a full audit of the website may uncover other accessibility issues.

This is a new website. The tender specification for this project underlined that the product must be fully W3C compliant and enables easy access for vulnerable users. We will arrange accessibility testing of the new website when fully launched.

The new website is on track to be fully launched on 10 April 2024.

We will update this statement when the new website is fully launched and regularly thereafter, if any further issues are identified.

We operate two separate sites, in English ( and Welsh ( Any accessibility issues affecting the English language will also affect the Welsh language site.


Disproportionate burden

We have carried out a disproportionate burden assessment on the possible steps we could take to ensure accessibility of the current our website. This means we are not able to offer fully accessible versions of the website at this time. The assessment sets out our reasons, on the grounds that we are continuing to try to make the few remaining non-accessible documents as easy to read and understand, as possible. To find the full assessment, click here.


Preparation of this accessibility statement

This statement was prepared on 12 March 2024.