Accessibility statement

This accessibility statement is about content published on www.ombudsman.wales / www.ombwdsmon.cymru.

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 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 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 communications@ombudsman.wales 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 communications@ombudsman.wales

Enforcement procedure

If you contact us with a complaint and you’re not happy with our response 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

Our website is currently not fully accessible. Government Digital Service checked the website (www.ombudsman.wales) on 9 October 2023 against the Web Content Accessibility Guidelines (WCAG) 2.1 AA standard. Based on the testing, it decided that the site is partially compliant with WCAG 2.1 AA. This means there are some things which are not fully accessible.

Non-accessible content

The known issues are in relation to:

• accessibility of some of the website content using keyboard at high zoom (over 200%)
• visibility of keyboard focus and some navigation features in some sections of the website at high zoom (over 200%)
• keyboard navigation not always reflecting a navigation sequence that is consistent with the meaning of content
• a lack of ability to dismiss some content without changing the hover or focus
• colour contrast in some sections of the website
• a lack of ALT text and page titles in a PDF document tested.

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

We operate two separate sites, in English (www.ombudsman.wales) and Welsh (www.ombwdsmon.cymru). 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 a new product is due to shortly supersede the existing website. To find the full assessment, click here.

What we’re doing to improve accessibility

We are currently developing 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 ensure our website designers take these issues and requirements fully into account and will arrange accessibility testing of the new website during development and once launched.

The new website is on track to be in place by 27 February 2024.

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

How we prepared this accessibility statement

This statement was prepared on 18 October 2023.