The 'Government IT Centre' (CTIE) is committed to making its mobile applications 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 the MyGuichet.lu application available on the following platforms:

• Google Play Store;
• Apple App Store.

The application is designed to be used on smartphones or tablets running iOS 15 and later, or Android 8 and later.

To use the application, users must have an account on MyGuichet.lu.

What is digital accessibility?

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

Compliance status

Based on the features listed below, these mobile applications are partially compliant with the European standard EN 301 549 and with the Mobile App Accessibility Assessment Framework (RAAM) v1.1, which implements the standard.

Non-accessible content

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

Non-compliance

We are committed to correcting the following issues as soon as possible:

• Some text cannot be enlarged, particularly in lists of procedures and communications.
• Application is not available in landscape mode (iOS & Android).
• Lack of accessible PDF documents (iOS & Android).
• Issue relating to links in text (iOS & Android): some links appear to be hyperlinks but do not respond as such (particularly in the catalogue presentation screen). However, the corresponding information is still accessible in the application.
• Management of content displayed in WebView (iOS and Android): in some unidentified cases, assistive technologies may get stuck on the page header and be unable to access the WebView content. In such cases, it is recommended to use the web version.
• Linking a mobile device (iOS and Android): you can link your device by scanning a QR code. This feature is a case of non-compliance due to its complexity. Other accessibility issues might also be encountered during this process – particularly in terms of contrast and navigation.
  Alternative: you can link your device using LuxTrust Mobile in the application or web version. Further solutions in the app are in the pipeline.

Disproportionate burden

• Organisation logos are regarded as decorative; the official name is always displayed, regardless of language or content.
• Adding or amending a document using a QR code (iOS and Android): the functionality is not fully accessible. Problems around the use of the QR code, contrast and navigation have been identified.
  Alternative: you can add or amend a document by adding the relevant file directly, without using the QR code feature.
• Procedures that use a generator of previous generations may present additional compliance faults – for example:
  • Some contrast issues.
  • 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/time slot cannot be accessed via the keyboard or using assistive technologies.

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

• Downloadable documents provided by third-party administrations and not under our control.
• Official documents published before 23 September 2018.

Preparation of this accessibility statement

This statement was prepared on 15 December 2025. The statements contained herein are accurate and based on an effective conformity assessment of these mobile applications (version 2.5.0) with the requirements defined in RAAM 1.1, such as an assessment conducted by the institution 'Idéance'. The statement was last reviewed on 1 September 2026.

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. Within reasonable limits, the correction of the accessibility issue will preferably be carried out online such as to remedy the problem in a sustainable way. 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), 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.