The service should work for everyone

ServiceLink's engineering target is Web Content Accessibility Guidelines (WCAG) 2.2 Level AA across public content, authentication, job posting, verification, quotes, messaging, account management, complaints and any future payment flow.

This is a target, not a claim of certified conformance. The current product has not completed an independent accessibility audit or representative user testing, so ServiceLink must not claim full WCAG conformance yet.

• semantic headings, landmarks, labels and error messages;
• complete keyboard access and visible focus;
• text and interface contrast, zoom and reflow without loss of workflow-critical content;
• text alternatives for meaningful images and captions or transcripts for timed media;
• instructions that do not rely only on colour, shape, sound or position;
• accessible authentication that does not depend on a cognitive function test without an alternative;
• status, validation and confirmation messages exposed to assistive technology;
• manual keyboard and screen-reader checks in addition to automated testing;
• testing at common mobile sizes and with people with disability before asserting conformance.

If a feature is inaccessible, we should provide the information or service through a reasonable accessible alternative while the barrier is addressed. The alternative must not impose an avoidable extra fee, delay or loss of choice.

A request may describe the page or task, assistive technology or browser used, the barrier and the preferred format or adjustment. A person does not need to disclose a diagnosis to report a barrier.

Report an accessibility barrier

The online centre accepts accessibility complaints and returns a case number. Alternative accessible email and telephone channels must still be configured and tested before launch. Complaints and review steps are in the Complaints and Disputes Policy.

• Internal static accessibility review: completed 22 August 2026 (form-control labelling, skip-to-content link, icon-button names, focus indicators, reduced-motion support, dark-theme contrast). Findings and fixes are recorded in the project repository.
• Independent WCAG 2.2 AA audit: not completed.
• Testing with users with disability: not completed.
• Document and email-template review: not completed.
• Accessible support-channel test: blocked by missing contact configuration.
• Remediation register and named accessibility owner: required before production launch.

• Australian Human Rights Commission: Guidelines on equal access to digital goods and services (opens in a new tab)
• W3C: Web Content Accessibility Guidelines 2.2 (opens in a new tab)