Telecoms Face Accessibility Push Under New EU Law
As the European Accessibility Act (EAA) comes into full effect, a new report from the Royal Society is calling on technology providersâincluding telecoms operatorsâto address digital accessibility urgently.
Published in June 2025, the report highlights the growing role of assistive technologies in enabling independent living while warning of the regulatory and reputational risks for businesses that fail to comply.
EAA brings accessibility into the regulatory mainstream
Now enforceable across all EU member states, the EAA mandates that both digital and physical products and services be accessible to people with a wide range of disabilities.
The requirement encompasses web platforms, mobile apps, ATMs, banking interfaces and public transportation services, all of which are increasingly dependent on digital connectivity.
For telecoms operators and digital service providers, the legislation signals a critical shift: accessibility is no longer a ânice to haveâ but a compliance requirement with financial penalties for non-adherence.
John Hayes, Product Marketing Manager at Upland Software, frames it as both a commercial imperative and a moral responsibility:
“The EAA isn’t just about the 80 million EU citizens living with disabilities. It’s about creating inclusive experiences for everyone. Accessibility is global. It’s good business. And it’s the right thing to do.”
Telecoms Must Recognise Assistive Tech As Core Infrastructure
The Royal Society’s findings reveal a stark digital divide: while 64% of surveyed disabled individuals in the UK rely on digital technologies to access essential services, smartphone ownership rates remain far lower among disabled demographics.
More than half of respondents said they couldn’t live their lives as they do without assistive tech.
In the telecoms context, it highlights the importance of mobile connectivity, device accessibility and service usability.
Networks may offer high speeds and wide coverage, but if disabled users cannot interact with apps or services due to design barriers, it effectively denies their access.
One of the key recommendations from the Royal Society is to recognise smartphones as assistive technologies formally. Doing so would position mobile devices and the telecom networks that enable them as central to inclusive service delivery.
The sector’s expertise gap—and its opportunity
The report identifies a significant shortfall in accessibility expertise within the technology sector.
Without meaningful consultation and inclusive design, telecoms providers risk missing compliance benchmarks or building services that exclude millions of users.
Dr Hamied Haroon, a member of the Royal Societyâs Disabled Scientists Subgroup, urges industry leaders to change their approach:
âWe shouldnât be developing assistive technologies or policies without disabled people being front and centre of the process.â
The Royal Society advocates that people with lived experience of disability should be involved not only in testing but throughout the entire product development lifecycle. It is a cultural shift that many in the telecoms industry will need to adapt rapidly.
From regulation to real opportunity
Although the compliance bar is high, industry voices view the EAA as a catalyst for innovation, workforce inclusion and service differentiation.
“I believe this will create fantastic job opportunities for accessibility specialists all over Europe,” says Hasan Tayem, Brand Ambassador at NaviLens.
“Even more importantly, it’s a chance for people with disabilities to step into these roles themselves.”
Beyond meeting regulatory expectations, telcos have a unique opportunity to lead in inclusive design. From enabling voice-controlled service navigation to optimising app interfaces for screen readers, the potential for impactful innovation is substantial.
- Collect better data on the demographics and digital behaviour of disabled users.
- Recognise smartphones as assistive tools, not just consumer electronics.
- Involve disabled users in the design and development of products.
- Improve affordability of assistive technologies.
- Prevent digital exclusion through inclusive service planning and delivery.
For telecoms operators and service providers, the EAA marks a strategic inflexion point. By embedding accessibility into product design, customer experience and regulatory compliance, companies can future-proof their operations, unlock new markets and play a leading role in bridging the digital divide.
In the words of John Hayes:
“Creating accessible services isn’t just a requirement—it’s a responsibility and a chance to lead the industry towards something better.”
