Accessibility statement

Proximus PLC is committed to making its websites and mobile applications accessible, in accordance with the Belgian law of 5 November 2023 on accessibility requirements for products and services, transposing Directive (EU) 2019/882 of the European Parliament and of the CouncilNew window.

This accessibility statement applies to the website www.proximus.be.

This website is partially compliant with European standard EN 301 549New window  and the Web Content Accessibility Guidelines (WCAG) 2.1 level AA, due to the non-conformities and exceptions listed in the “Non-accessible content” section.

The proximus.be website includes features designed to ensure increased accessibility for all users, including people with disabilities. These features are intended to improve usability, flexibility, and compatibility with assistive technologies.

The main accessibility features are as follows: 

• Keyboard navigation: All essential functions can be accessed using just a keyboard. 
• Screen reader compatibility: The site uses semantic HTML and ARIA roles to ensure compatibility with the most common screen readers, such as NVDA, JAWS, and VoiceOver. 
• Clear structure: Content is organised with semantic headings and ARIA landmarks for easier navigation. 
• Skip to content: A link to skip directly to the main content is provided at the top of the pages. 
• Zoom readability: Text size can be increased via browser settings without causing layout issues. 
• Forms: Input fields include labels and instructions where needed. Error messages are displayed clearly when available. 
• Sufficient color contrast: Contrast between text and background meets the minimum recommended ratios to ensure legibility. 
• Focus indicator: Interactive elements have a clear focus indicator to assist users navigating with a keyboard. 
• Language declaration: The language of each page is correctly defined in the HTML code to help screen readers with pronunciation. 
• Multimedia: Videos include captions or transcripts. 
• Mobile accessibility: The site is responsive and designed to be accessible on mobile devices and tablets. 
• Reduced motion preference: Animations are limited and respect user preferences as much as possible. 

We are continuing our efforts to improve and expand these features. If you encounter any accessibility barriers or have suggestions, we encourage you to contact us (see “Feedback and contact information”). 

Despite our efforts, some issues may still be present on proximus.be. These do not block access to essential services but may affect the experience for some individuals. 

The main areas for improvement are as follows: 

• Images: Some images may be missing descriptive alternative text. 
• Titles and structure: Some headings are not properly structured for screen reader navigation. 
• Interactive elements: Some elements do not correctly communicate their role or status to assistive technologies. 
• Forms: Some fields lack auto-fill attributes or do not provide explicit error messages when information is missing or incorrect. 
• Color and contrast: In some cases, color is the only method used to convey information, or contrast may be insufficient for clear readability. 
• Keyboard navigation: Some elements may not be fully accessible via the keyboard or may hinder navigation. 
• Skip to content: Not all pages offer the option to skip directly to the main content. 
• Unclear links: Some links do not clearly indicate their destination or purpose. 
• Compatibility with assistive technologies: Some elements may not correctly expose their name, role, or state. 

We are actively working to resolve these issues, prioritising the most serious ones first. 

Proximus is committed to continuously improving the accessibility of its proximus.be website. 

Following an external audit by an expert certified by the International Association of Accessibility Professionals (IAAP) in December 2024, the most critical issues have been identified, prioritized, and corrected. 

Actions in progress

• Progressive resolution of medium and low-severity issues. 
• Regular audits with accessibility experts to ensure compliance and detect regressions early. 
• Integration of accessibility into our Quality Assurance process, including both automated and manual testing during development and release cycles 
• Internal training sessions for UX/UI/Content designers and developers on accessibility best practices and WCAG standards. 
• Governance and tracking of accessibility issues through internal ticketing and monitoring systems. 
• Collaboration with accessibility experts to support teams in implementing compliant solutions and provide ongoing guidance. 

Planned improvements

• July 3, 2025: Resolution of key accessibility issues, including the header, toast notifications, overlayers (modules that temporarily cover all or part of the browser window), and accordions. 
• Between July and September 2025: Ongoing monitoring of the website and progressive resolution of issues as they are identified. 

Our goal is to ensure that no user is prevented from accessing essential functionality or content due to accessibility issues, and that all new developments meet accessibility standards from the outset. 

Accessibility audits are carried out in collaboration with external experts certified by IAAP. These audits combine manual and automated testing to detect, prioritize, and resolve issues, with support from our technical and design teams. 

This statement was prepared on June 10, 2025, based on an audit conducted by an external service provider (Craftzing).  The audit consisted of a manual accessibility evaluation carried out by an IAAP-certified accessibility specialist, in accordance with the Website Accessibility Conformance Evaluation Methodology (WCAG-EM). 

If you notice an accessibility issue, need assistance, or would like to provide feedback, you can contact us: 

• Online contact form
• Telephone:
  • From Belgium: 0800 55 800
  • From abroad: +32 475 15 60 30

We will do our best to provide you with an accessible alternative and will take your feedback into account to make future improvements. 

If you do not receive a satisfactory response within a reasonable timeframe, you can file a complaint with UNIA, the Belgian public institution responsible for combating discrimination and promoting equal opportunities. 

UNIA – Centre for Equal Opportunities 
www.unia.beNew window
Rue Royale 138
1000 Brussels

Form for reporting discriminationNew window