At a glance

• We're committed to making our services easy for everyone to use.

• This guide explains our accessibility approach and how you can get help.

• Our main platform is built by a trusted partner. We work with them every day to ensure it meets global standards for accessibility.

• This guide is for all OnDigital employees and contractors. It's our rulebook for protecting our clients' experience.

• See a barrier or have a problem? Please email us at [email protected]. We want to hear from you.

 

1. Purpose

 

This guide is here for one reason: to make sure everyone can use our services easily. We want all our clients, including those with disabilities, to have a great, barrier-free experience. This document explains how we make that happen and how you can help.

 

2. Who this applies to

 

This guide is for everyone who works for or with OnDigital:

• All employees (full-time, part-time, and temporary)

• All contractors and freelancers

• Anyone working on our behalf

 

3. Key terms

 

• Accessibility: Making our services easy for everyone to use. This includes people with visual, hearing, motor, or learning disabilities.

• Platform: Our main software product. It's the tool our clients use every day.

• Technology Partner: Our key partner who builds and takes care of our main platform.

• WCAG: This is the "Web Content Accessibility Guidelines." Think of it as the global rulebook for making websites and apps accessible. It's the standard we aim for.

 

4. Our commitments

 

To protect our clients' experience, we promise to:

• Work hard to make our services open and usable for everyone.

• Hold our technology partners to high accessibility standards.

• Choose partners who care about accessibility as much as we do.

• Use our expert internal processes (the same ones we use for ISO 27001 and SOC 2) to guide our partners and check their work.

• Give you a simple, clear way to report any barriers you find.

• Train our team on accessibility so they can give you the right support.

• Listen to all feedback and respond quickly.

 

5. Your responsibilities

 

Here’s how you can help us protect our clients:

• Read and understand this guide.

• Finish your accessibility training. It's key to understanding our clients' needs.

• If you're in a client-facing role, report any accessibility issues right away. Use the official process so we can track it.

• If you create content (like emails or web pages), follow our accessibility checklist. This ensures everyone can read it.

• Always take a client's feedback seriously. Report it immediately.

 

6. How it works

 

1. We choose great partners. We carefully check that any technology partner can build accessible products before we sign a contract.

2. We set clear rules. Our contracts require our partners to meet global accessibility standards (like WCAG).

3. We stay involved. We don't just "set it and forget it." We meet with our partners all the time to review updates and check on accessibility progress.

4. We own the problem. When a client reports an issue to us, we take full responsibility. We log it, track it, and work directly with our partner to get it fixed. Most importantly, we follow up with the client.

 

7. Examples

 

• Scenario: A client who is blind calls support. Their screen reader can't read the "Submit" button on a form.

• How to help: Thank the client for letting us know. Create a high-priority ticket immediately and escalate it. You are the client's advocate—we never tell them to "call the vendor." We handle it for them.

• Scenario: You're building a new email campaign.

• How to help: Use the accessibility checklist. This means adding "alt text" to images (so screen readers can describe them), using clear fonts, and making sure all links describe where they go.

• Scenario: A client emails us. They can't use a mouse and say our platform is impossible to use with just a keyboard.

• How to help: Our team replies within one business day to let them know we're on it. We then log the issue and work with our partner to find a solution. We own the communication and give the client updates.

 

8. Do / Don’t

 

 

9. Reporting issues & getting help

 

We want to hear from you! Your feedback is the best way to help us improve.

For Our Clients and the Public:

If you run into a problem or find something frustrating, please tell us.

• Email: [email protected]

• What to include: It's helpful if you can describe the problem, the web page, and the device or assistive tool you were using. But don't worry, just send us what you can.

• What to expect: We'll email you back within 1-2 business days to confirm we got your message. We'll then look into it and let you know what we find.

For OnDigital Staff:

If a client reports an issue, you are their champion. Report it immediately to your manager or the Policy Owner so we can get started.

 

10. Handling breaches or non-compliance

 

If someone on our team doesn't follow this guide, it can hurt a client's experience. We take that seriously and will act quickly:

1. Report: The issue is reported to a manager.

2. Assess: We'll check what happened and what the impact was.

3. Act: We'll fix the problem. This almost always means more training or coaching. For serious or repeated issues, we may take disciplinary action.

4. Learn: We'll use this as a chance to improve our training and processes for everyone.

 

11. Data & privacy notes

 

Your privacy is our priority, especially when you share sensitive information.

• What we collect: When you report an issue, we collect your name, email, and the details you provide. We understand this information might be sensitive (for example, if you share details about a disability). We protect it as "special category" data.

• How we use it: We only use this information to fix your problem and talk to you about it. We will never use this sensitive data for marketing.

• Google Analytics: We use Google Analytics on our website to see how people use it. This helps us improve the site. This data is anonymous and completely separate from any report you email to us.

• Your Rights: You have rights over your data, including the right to access or delete it. This is protected by laws like GDPR (in the EU), CCPA/CPRA (in California), and others in the UK, Australia, and South Africa. Please see our main Privacy Policy for all the details.

 

12. Exceptions & approvals

 

We want these rules to apply to everything, all the time. But in very rare cases, an old, internal-only tool might have a temporary issue.

• How to request: Any team member must send a written request to the Policy Owner explaining the problem.

• Who approves: The Policy Owner is the only person who can approve a temporary exception, and only after checking with our legal team.

• The Plan: Any exception isn't permanent. It must include a plan and a date for when the issue will be fixed.

 

13. Oversight & review

 

• Policy Owner: Head of Compliance

• Keeping it fresh: We review this guide every 12 months (or sooner if laws change) to make sure it's still working for our clients.

• Next Review Date: 1-11-2026

 

14. Version history

 

 

This policy provides general guidance and is not legal advice.