Abstract

This document specifies accessibility requirements on information provision and communication in support services. This includes general information about the products and services including information on their accessibility. This document provides requirements on an accessible support service designed so that information and communication can be accessed, understood and used. Support services include but are not limited to help desks, call centres, technical support, and training services. It applies to support services that are provided digitally or face to face. NOTE 1 Where relay services are referred to in this document, relay services are a means to communicate in the provision of support services. NOTE 2 It includes support services that are provided directly and those that have been outsourced. It is applicable for all organisations of all sizes and across all sectors.

Begin

2025-06-10

WI

JT012004

Planned document number

DIN EN 18340

Project number

02300360

Responsible national committee

NA 023-00-02 GA - Joint working committee of Ergonomics Standards Committee/Information Technology and selected IT Applications Standards Committee/German Commission for Electrical, Electronic & Information Technologies: Accessible design/Accessibility  

Responsible european committee

CEN/CLC/JTC 12/WG 1 - Process and support services  

draft standard

Accessibility of support services for products and services; German and English version prEN 18340:2026
2026-05
Order from DIN Media