The 'Government IT Centre' (CTIE) is committed to making its website accessible, in accordance with the law of 28 May 2019 on the accessibility of websites and mobile applications of public sector bodies. This accessibility statement applies to: MyGuichet.lu (when users are signed in).

What is digital accessibility?

Everyone should be able to easily use and consult the information on a website or app – in particular, people with disabilities and/or using assistive software or specialised equipment (e.g. people with visual impairment, hearing loss, or a physical or learning disability).

Compliance status

Based on the features listed below, this website is partially compliant with the European standard EN 301 549 and with the Web Accessibility Assessment Framework (RAWeb) v1, which implements the standard.

Non-accessible content

The content listed below is non-accessible for the following reason(s):

Non-compliance - Private or business eSpace (https://www.services-publics.lu/fpgun-iep-front)

Some instructions for changing the language are missing.

Non-compliance - Procedures

• Sometimes, forms that need to be made available quickly are not translated before being made available online. Initially, only the French version will appear under all languages. The language changes are not indicated in in this scenario. We are working to reduce the time taken to provide translations. If a translation is missing or if you think it is incomplete, please let us know so that we can fix it.
• The data input forms made available on MyGuichet.lu are created using various technologies. These change over time. In the latest generation of data input forms, the following shortcomings have been identified to date:
  • The help bubbles are missing content and are currently shown within display tags. The HTML markup is another aspect that could be improved, particularly with regard to headings and lists. Nevertheless, this should not prevent the information from being accessible.
  • The fields have an empty title attribute. However, these fields have a clearly defined label.
  • If an error occurs during a particular step, only a visual indicator appears in the summary. However, error messages are displayed at the relevant field level.
  • When entering an address, if the user ticks or unticks 'The address could not be found' they have to scroll back up the page to enter the address.
  • Mandatory fields are marked with an asterisk (*). The meaning of the asterisk is explained at the start of the first section in each form. The meaning of the asterisk is not explained on every page.
  • Not all official documents generated at the end of a procedure automatically comply with EN 301 549 V3.2.1. We are working on improving their accessibility.
  • No indication of a change of language.
  • Modal dialogue boxes problem.

Disproportionate burden

• Organisation logos are regarded as decorative; the official name is always displayed, regardless of language or content.
• Procedures that use a generator of previous generations may present additional compliance faults – for example:
  • Some contrast issues.
  • The fields have an empty title attribute. However, these fields have a clearly defined label.
  • Focus visibility issue.
  • Some fields are only marked visually as valid when exiting the field. However, an explicit message will always be displayed if an error has occurred.
  • On mobile devices, the user must tab a large number of times to close the step summary form.
  • Mandatory fields are marked with an asterisk (*). The meaning of the asterisk is not explained on every page.
  • In particular, in some appointment-booking systems, the step to select a date or time slot cannot be accessed via the keyboard or using assistive technologies.
  Reviewing and verifying these procedures involves a considerable amount of work. Each procedure will be migrated to a more recent version gradually, as and when required. Please let us know about any procedures that have major accessibility issues.
• Not all documents available on the site necessarily comply with the EN 301 549 V3.2.1 standard; the volume of documents to be processed to achieve compliance is significant and would require disproportionate resources. However, we are committed to providing an accessible version on request on a case-by-case basis (please refer to the 'Feedback and contact information' section).
• For security reasons, there is a timeout limit when completing any procedure. Users can extend this at any time, without losing their data, by clicking 'Next' or 'Resume later'. However, if a user is still redirected to their eSpace home page, their progress will be automatically saved.

Content not within the scope of the law of 28 May 2019

• The authentication system run by LuxTrust, which is an independent external company.
• Downloadable documents provided by third-party administrations and not under our control.
• Documents published before 23 September 2018.
• The Datepicker calendar shown in date fields, provided that data input assistance for manual entry is provided in an accessible way.
• Interactive map modules are exempt provided that the page offers an alternative way of retrieving the information provided by the map (for example, the full written address). We will make every effort to keep them identifiable and ensure that they do not constitute a keyboard trap.

Preparation of this accessibility statement

This statement was prepared on 20 June 2025. The statements contained herein are accurate and based on an effective conformity assessment of this website with the requirements defined in RAWeb 1, such as an assessment conducted by the institution 'Idéance'. The statement was last reviewed on 20 July 2026.

Control procedure

Websites created under the Renow standardisation reference system are developed within a generic and centralised framework and architecture in accordance with project management processes and the Renow checklist. To guarantee neutrality, we regularly call on accessibility experts to check the compliance of sites or new features.

Each site is evaluated at several stages:

1. during the design of the content structure;
2. during the creation of graphic and functional models;
3. immediately prior to going live.

Once the site is online, checks are carried out as follows:

• the editors check access to all new content before it is published;
• each new functionality of the site is evaluated before it is published.

During evaluations, the site is tested with the most common screen readers, tablets, mobile phones and PCs. It is also tested with different web browsers (compatibility with systems up to 2 versions previous to the current version).

Contributor competencies

The work procedures include the application of internet guidelines at the various stages of the site's development (writing, management, development).

Our employees have the knowledge and skills required to correctly apply the Internet guidelines.

Feedback and contact information

If you notice an accessibility issue, send us an email to accessibilite@guichet.public.lu: please describe your problem and the page on which it occurred. We commit to replying to you by email within 1 month at the latest. Where reasonably practicable, we will rectify the accessibility on the live website, so your problem is solved sustainably. Should this not be possible, the information you requested can be made available to you in an accessible format of your choice:

• in writing in a document or email;
• orally in an interview or by phone.

Enforcement procedure

Should the reply be unsatisfactory, you also have the option to inform the Information and Press Service (Service information et presse - SIP), which is the body responsible for supervising accessibility, via its online complaint form or the Ombudsman – the mediator in the Grand Duchy of Luxembourg.

This statement is based on the model defined in Implementing Decision (EU) 2018/1523. This model belongs to the European Union and is published under licence Creative Commons Attribution 4.0 International.