I can't complain, but sometimes I still do

Blair asks a searching question (external link) about inaccessible websites over at The Letter - just who do you complain to?

A user's first instinct might be to contact the site owner, but my personal experience is that very few even acknowledge such complaints, let alone act on them. Last year I (anonymously) emailed over a dozen local authority websites which had serious accessibility problems despite claiming AA or AAA conformance, but only one responded (kudos to East Renfrewshire Council (external link) who quickly addressed some of the problems and edited their accessibility statement).

Blair's suggestion is a link to the DRC's website inviting users who have found an inaccessible website to report it to the DRC. A fine idea in my opinion, which might pave the way to a dedicated reporting facility should the DRC see the volume of complaints increase.

Comments

Thanks for the thumbs-up on that Dan, I'm glad you agree.

Of course I realise that if every time someone visited an inaccessible website and then went on to lodge a formal complaint against the offenders, the DRC would need to employ hundreds of new staff just to deal with the complaints!

Posted by: Blair Millen at March 13, 2006 8:27 AM

Hi Dan,

I agree, and you've raised a salient point for me to address too. I'm consulting for a local authority at the moment, and having just checked, i've realised that the web team don't see the feedback from their website!

So in some cases at least this could be the problem. Complaints raised are possibly fed directly to "Communications" or "Customer" teams, and never fed back to the staff who manage and develop the website.

Posted by: Lee at March 16, 2006 8:56 AM

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