ACM calls on businesses to prepare themselves for new rules regarding the accessibility of websites and apps

On June 28, 2025, new rules will enter into force regarding the accessibility of websites and apps on which businesses offer products or services. In that way, websites and apps can be used by everyone, including visitors with disabilities. The Netherlands Authority for Consumers and Markets (ACM) will enforce compliance with new European rules on the accessibility of e-commerce services and electronic communications services. E-commerce services include websites and apps where you can purchase, take out, or reserve products and services. With electronic communication services, individuals are able to communicate digitally, such as chatting or calling (including video calling). A recent study conducted by a research firm has revealed that a majority of businesses in the study believe it is important that their online stores are accessible, and that they are willing to make their online stores accessible. ACM provides businesses with information and guidelines with which they are able to bring their websites and apps in line with the basic principles of digital accessibility, so that individuals with disabilities can access digital products and services independently.

Martijn Ridderbos, Member of the Board of ACM, explains: “Over 2.5 million people with disabilities live in the Netherlands. It’s important that everyone is able to shop online independently, so that everyone can participate in the digital economy. Moreover, businesses that don’t make their websites and apps accessible are losing a large group of customers. Businesses need to realize this, and take responsibility.”

Study into awareness and implementation of rules among businesses

A research firm commissioned by ACM is currently conducting a study into the knowledge of the new rules regarding accessibility among online stores, as well as into the extent to which these online stores are preparing for those rules. Early results of this study have revealed that a majority of the businesses in the study know that new rules are coming, and believe it is important that their online stores are accessible. Online stores are willing to adjust their websites, but also see challenges in the practical implementation thereof. To help them in this process, ACM has gathered the most important information about the new rules: Accessibility | ACM.nl (in Dutch). Over the next few months, ACM will continuously add more information.

To whom does the European Accessibility Act apply?

The rules regarding digital accessibility follow from the European Accessibility Act (EAA). Starting June 28, 2025, ACM will enforce compliance with these digital-accessibiliy rules among online stores and communications services. These requirements apply to businesses that employ more than 10 people and/or that have an annual turnover of more than 2 million euros. Other regulators, too, will start enforcing compliance with the rules regarding digital accessibility from June 28, 2025.

How can companies comply with the new rules?

What can businesses do to prepare themselves for these new rules? If you as a business owner have taken the following steps in order to be able to comply with the EAA from June 28, 2025, you have made the proper preparations:

• You know the requirements laid down in the Act;
• You have a plan with steps that need to be taken in order to be compliant;
• The responsibilities for accessibility and the EAA have been properly delegated within your organization in a durable manner.

This does demand some effort, but it also offers opportunities (including commercial ones). You will reach more potential customers, and an accessible online environment will work better for everyone.

ACM’s oversight

Starting June 28, 2025, ACM will check the digital accessibility of online stores and apps, and, where necessary, confront businesses. In the first few months, ACM will primarily focus on critical accessibility problems that have a significant negative impact on the usability for people with disabilities. In its enforcement, ACM will also take into account businesses’ attitudes as well as their efforts to comply with the directive.

Filing a report

After the rules have come into effect, individuals can file reports (in Dutch) with ACM’s consumer information portal ConsuWijzer if they notice that a website or app is not digitally accessible. In that way, ACM is able to find out where any potential problems occur.