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.scarlet.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 scarlet.be website includes several accessibility features to support a wide range of users, including people with disabilities. These features are designed to improve usability, flexibility, and compatibility with assistive technologies.

Key accessibility features include: 

• Keyboard navigation: All core functions can be accessed using a keyboard alone. 
• Screen reader support: The site is designed to be compatible with popular screen readers such as NVDA, JAWS, and VoiceOver, using semantic HTML and ARIA roles. 
• Structured headings and regions: Content is organised with semantic headings and ARIA landmarks to improve navigation. 
• Skip to content: A skip link is available at the top of each page to bypass repetitive navigation menus. 
• Scalable layout: Text size can be increased via browser settings without causing layout issues. 
• Accessible forms: Input fields include labels and instructions where needed; error messages are shown clearly when available. 
• Sufficient color contrast: We aim to meet minimum colour contrast ratios to ensure readability. 
• Visible focus indicator: Interactive elements have a clear keyboard focus indicator to support keyboard users. 
• Language declaration: The language of each page is correctly defined in the HTML to assist screen readers with pronunciation. 
• Mobile accessibility: The site is responsive and designed to be accessible on mobile devices and tablets. 
• Reduced motion support: Animations are minimal and respect user's ‘prefers-reduced-motion’ settings when supported. 

We are continuously working to improve these features and add new ones. If you encounter any accessibility barriers or have suggestions, we encourage you to contact us. 

Despite our efforts to improve accessibility, some issues may still be present on scarlet.be. These do not block access to essential services but may affect the experience of certain users. 

Key areas for improvement include: 

• Images: Some images may be missing descriptive alternative text. 
• Headings and structure: Not all headings are correctly structured for screen reader navigation. 
• Interactive elements: Certain components do not always communicate their purpose or role to assistive technologies. 
• Forms: Some form fields may lack autocomplete attributes or do not provide clear error messages when information is missing or incorrect. 
• Color and contrast: In some cases, colour is the only way information is conveyed, or contrast may be insufficient for readability. 
• Keyboard navigation: Some elements are not fully accessible via keyboard or may trap keyboard focus. 
• Skip to content: Not all pages offer a “skip to content” feature. 
• Links: The purpose of some links may not be clearly identified from their label or context. 
• Assistive technology compatibility: 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. Improvements are being deployed progressively across the site, with the goal of ensuring a more inclusive experience for all users.. 

Proximus is committed to continuously improving the accessibility of scarlet.be to ensure that all users, including people with disabilities, can use the site without barriers. 

Although no specific audit was conducted on scarlet.be, the Scarlet website benefits from the same underlying development library and technical components as proximus.be. An external accessibility audit was performed on proximus.be by IAAP-certified experts in December 2024, and the issues identified were resolved at the shared codebase level whenever applicable. These improvements therefore also contribute to enhanced accessibility on scarlet.be. 

We are aware that some accessibility issues remain. These are being addressed progressively as part of our ongoing improvement process

Actions in progress

• Progressive resolution of less critical and moderate issues across the platform. 
• Regular accessibility audits will be planned with experts to ensure compliance and identify regressions early. 
• Integration of accessibility into our Quality Assurance process, with the use of automated and manual testing tools 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: Release of IT updates to address key accessibility non-compliances, including the header, toasters, overlayers, and accordions. 
• Q3 2025: Continued monitoring of the website and progressive resolution of any remaining accessibility issues as they are identified. 

Our goal is to ensure that no user is blocked from accessing core features or content due to accessibility issues, and that all new developments meet accessibility standards from the start. 

While no separate audit was conducted exclusively for scarlet.be at this stage, improvements are based on the conformance monitoring of shared components audited through proximus.be.
Proximus works with external IAAP-certified accessibility experts to assess and improve the accessibility of its websites and mobile apps. Accessibility audits combine manual and automated testing to identify and prioritize issues. Fixes are implemented by dedicated development teams, in collaboration with UX/UI/Content designers. 

This statement was prepared on 10 June 2025. It is based on an external audit performed by Craftzing on proximus.be which shares the same underlying development framework as scarlet.be and on internal reviews of the scarlet.be site. The audit on proximus.be consisted of a manual accessibility assessment carried out by an IAAP-certified accessibility specialist, following the Website Accessibility Conformance Evaluation Methodology (WCAG-EM). 

If you encounter accessibility problems, need assistance to complete an action, or have any questions or feedback about the accessibility of scarlet.be, please contact us: 

• Online contact form
• Telephone:
  • From Belgium: 02 275 27 27
  • From abroad: 1992

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

If you do not receive a quick or adequate response from us to your request for an alternative to non-accessible content or an adaptation of the part of the site that prevents you from accessing content or a functionality, you are entitled to address your grievances to UNIA, the Belgian public institution that fights against discrimination and defends equal opportunities in Belgium. 

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

Form for reporting discriminationNew window