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Complaint against a violation of accessibility of digital services offered by public authorities

Are you having trouble using digital services provided by a public agency of the Free Hanseatic City of Bremen, or are you encountering technical barriers?
Have you notified the service provider and received no response or only an unsatisfactory one? If so, you can contact the Central Office for Accessible Information Technology.

  • Basic information

    Digital platforms and services are accessible when they are designed to be perceivable, operable, understandable, and robust for people with disabilities. These four principles are taken from the Web Content Accessibility Guidelines (WCAG) 2.1.
    People with disabilities are enabled to participate in digital life on their own terms when these offerings
    • are discoverable, accessible, and usable in the generally accepted manner,
    • without undue difficulty,
    • and, in principle, without assistance from others,
    . The use of assistive technologies necessary due to a disability is permitted.

    Digital platforms and offerings include websites, applications for mobile devices, and other apps, as well as graphical user interfaces, such as information and service terminals and data storage media.
    Accessible information technology also includes electronically supported administrative processes, including procedures for electronic case processing and electronic records management.

    If you encounter barriers when using digital platforms and services provided by public agencies, you have the right to file a complaint with the relevant public agency.

    Requirements

    If you encounter problems and barriers with digital services provided by public bodies, please first contact the public body itself and ask for the barriers to be removed.

    A complaint to the Central Office for Barrier-free Information Technology is possible if:

    • There has been no response from the public body within two weeks
    • The public body declares that a barrier-free design of parts of the website is disproportionate and you would like to have this checked
    • No satisfactory response has been given and the barrier still exists
    • No declaration of accessibility is available after 23.09.2020

  • Procedure

    Upon receipt of the complaint, the Central Office takes the following steps:

    1. It will determine whether actual violations of accessibility requirements can be identified
    2. The public agency is required to remedy the deficiencies within a specified time frame. It receives recommendations on how to do so.
      • If the public agency does not comply with the complaint, it must provide the Central Office with a justification for its failure to do so
      • All parties involved are informed of the status of the proceedings
    3. Conclusion of the enforcement proceedings by means of a summary final notice to the user, including a reference to a conciliation procedure and an explanation of how it is conducted. The Central Office for Accessible Information Technology notifies the public agency and the highest state authority responsible for it of the final notice.

This page has been automatically translated by DeepL. We cannot guarantee that the translation is correct.

The official information in German is complete and correct. 23.06.2026

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