MyScarlet Accessibility Statement - Android

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 Council.

This accessibility statement applies to the MyScarlet Android app.

Compliance status

This mobile application is partially compliant with the European standard EN 301 549 and the Web Content Accessibility Guidelines (WCAG) 2.1 level AA, due to the non-compliances and exceptions listed in the non-accessible content section.

Accessibility features and usage

The MyScarlet Android app 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:

  • Screen reader support: Compatible with screen readers, with clear labels and structured navigation.
  • Keyboard accessibility: External keyboards are supported.
  • Scalable text & contrast: Adapts to system settings for readability.
  • Visible focus indicators: Interactive elements highlight when selected.
  • Touch-friendly design: Optimized for swipe and tap interactions.

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 (see the Feedback section).

Non-accessible content

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

Key areas for improvement include:
  • Missing alternative text: Some informative images lack descriptions.
  • Headings not correctly structured: Not all headings are semantically implemented.
  • No landscape mode: Screen rotation is not supported.
  • Missing autocomplete: Some form inputs lack autocomplete attributes.
  • Low colour contrast: Some text and UI components do not meet contrast requirements.
  • Limited keyboard & switch access: Some features are not usable with external keyboards or switch devices.
  • Inaccessible modals: Some modal dialogs are not easily reachable.
  • Focus indicator issues: Focus indicators are not always visible.
  • Uncommunicated language setting: Assistive technology does not receive the app’s language setting.
  • Form accessibility issues: Some forms lack clear labels, instructions, and error messages.
  • Unreadable component attributes: Some elements’ name, role, value, or status are not available to software.

We are actively working to resolve these issues, prioritising the most serious ones first. Improvements are being deployed progressively across the application, with the goal of ensuring a more inclusive experience for all users.

Accessibility improvements

Scarlet is committed to continuously improving the accessibility of the MyScarlet Android app, to ensure that all users, including people with disabilities, can use the application without barriers.

Following an accessibility audit conducted by an external IAAP-certified expert in May 2025, we have prioritised and resolved the most critical and serious issues, particularly those that could prevent users from accessing essential services or content.

We are aware that some accessibility issues remain. These are being addressed progressively as part of our ongoing improvement process. To ensure sustainable progress, Scarlet has implemented the following actions:

  • Progressive remediation of less critical and moderate issues across the application.
  • Regular accessibility audits will be planned with experts to ensure compliance and identify regressions early.
  • Integration of accessibility into our QA 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 our internal ticketing and monitoring systems.
  • Collaboration with accessibility experts to support teams in implementing compliant solutions and provide ongoing guidance.

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.

Conformance monitoring and assurance

Scarlet 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.

Preparation of this accessibility statement

This statement was prepared on 16 June 2025, based on a third-party audit conducted by Craftzing.

Feedback and contact information

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

Enforcement procedure

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
www.unia.beNew window
Rue Royale 138
1000 Brussels

Form for reporting discriminationNew window