Declaration of a possible non-compliance with accessibility requirements as a natural person
Last update
The mission of the Surveillance authority for the accessibility of products and services (Office de la surveillance de l’accessibilité des produits et services - OSAPS) is to monitor the accessibility of products and services on the Luxembourg market.
Accessibility consists of:
- ensuring equal opportunities and equal access to information, products and services for all, in particular disabled and elderly people;
- making texts, images, forms and internet browsing comprehensible to the general public.
The amended law of 8 March 2023 on accessibility requirements for products and services allows you to report a product or service that does not comply with accessibility requirements to OSAPS.
Who is concerned
Any natural person who notices that a product or service does not comply with the applicable accessibility requirements.
An association can submit a report related to non-compliance on behalf of a concerned consumer or report a non-compliance encountered in its own name.
Prerequisites
The non-compliance you intend to report must relate to a product or service covered by the law on the accessibility of products and services, namely:
Products concerned
- consumer IT equipment such as computers, smartphones and tablets and their respective operating systems;
- payment terminals, check-in machines, cash dispensers or ticketing machines – with the exception of those installed on board the means of transport, except in cases provided for by law;
- smart TVs or equipment that provides access to audiovisual services;
- e-readers.
Services concerned
- electronic communications services;
- services providing access to audiovisual media services (video on demand, replay, etc.);
- pre-recorded time-based media (audio and/or video) available on the internet or applications, which are not considered as archives;
- services relating to the transport of passengers by air, bus, train and boat (including their websites and mobile applications), except where exceptions are provided for by law;
- e-banking, online payment and electronic money platforms;
- e-books;
- e-commerce;
- the European emergency number 112 and other national emergency numbers.
Costs
There is no charge for submitting a report.
How to proceed
Submitting the report
You must submit your report online via MyGuichet.lu (see ‘Online services and forms’).
This procedure can be carried out with or without authentication using:
- a LuxTrust product;
- an electronic identity card (eID); or
- an eIDAS-compliant means of identification issued by another European Union (EU) or European Economic Area (EEA) Member State.
Supporting documents
You can attach proof of the non-compliance you have reported (for example: an image, a document, a screenshot).
Online services and forms
Who to contact
-
Surveillance authority for the accessibility of products and services (OSAPS)
- Address:
- 11, rue Robert Stumper L-2657 Luxembourg Luxembourg
- Phone:
- (+352) 247 765 55
- Email address:
- signal@osaps.etat.lu
- Website:
- http://www.osaps.lu
Closed ⋅ Opens at 8.00
- Tuesday:
- 8.00 to 12.00 , 14.00 to 16.00
- Wednesday:
- 8.00 to 12.00 , 14.00 to 16.00
- Thursday:
- 8.00 to 12.00 , 14.00 to 16.00
- Friday:
- 8.00 to 12.00 , 14.00 to 16.00
- Saturday:
- Closed
- Sunday:
- Closed
- Monday:
- 8.00 to 12.00 , 14.00 to 16.00
Related procedures and links
Procedures
Links
Legal references
-
Directive (EU) 2019/882 of the European Parliament and of the Council of 17 April 2019
on the accessibility requirements for products and services
-
Loi modifiée du 8 mars 2023
relative aux exigences en matière d’accessibilité applicables aux produits et services
