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Cancellations for all: Supporting consumers with disability in identifying accessible support processes by Telco providers

Center For Accessibility Australia

This project was funded by ACCAN to explore the issues raised with CFA Australia by people with disability regarding the difficulty in cancelling mobile phone plans. To identify potential issues in cancelling plans provided by SIM providers, a comprehensive assessment was taken of 44 SIM providers in relation to user testing and conformance against the WCAG 2.2 standard.

The results identified that there are currently (at the time of publication) no telco apps or websites that completely support people who are blind or have low vision, and a very low number of apps that can completely support people that are deaf or hard of hearing in cancelling their plans. All apps or websites had some form of accessibility support for people that have a cognitive disability, but none of the apps were entirely accessible across the board. People who are blind or have low vision face an additional challenge in that there were accessibly issues with both using their preferred assistive technologies such as screen readers, and accessibility issues with the app or website itself not conforming to WCAG standards.

While all SIM providers have room for improvement, it is encouraging that there are some leaders in this area and providers are encouraged to look at the accessibility and service offerings of companies that provide effective support in this space to provide broader improvements going forward. The data table for all 44 SIM providers in Appendix A is published on the CFAA projects page. Training support to SIM providers is included as part of this project to support the improvement and awareness of digital access processes.

See the CFAA projects page for their suite of reports: 

  • Cancellations for All main report
  • Cancellations for All supporting document (a guide to the audit results for each telco)
  • User Efficiency Table (provides a 'traffic light' system for the accessibility of each telco app)
  • Cancellations for All companion report (looks at the accessibility of telco plan sign up processes)

 

This work is part of a series looking at accessibility for people with disabilities, and includes Telcos for All which was also funded by an ACCAN grant, in 2020.

Completed: 2024

Funded: 2023

Amount: $74,466