From time to time there will be problems that cannot be fixed internally, or by Ex Libris. When this happens, these issues still need to be listed in your accessibility statement, with a date at which the issue will be revisited. Sometimes, other system updates can resolve specific issues, so it is always worth coming back to these items in the future.  

If the issue that cannot be resolved will prevent users from doing essential tasks, then you may need to create a Disproportionate Burden Claim. We have been introduced to these already, but now we will explore them in more depth.

As you have already learned, UK public sector bodies are legally obliged to publish accessibility statements for all of their digital sites and services. This is where you must list any issues that cannot be fixed. There is extensive guidance on this from Government Digital Services (GDS) [opens in a new window] but a statement is essentially made up of these parts:

• What the site or service is and how it can be accessed
• What the public sector body is doing to support its disabled users and those with accessibility needs
• What (if any) non compliances have been found and when they will be fixed
• How the audit was undertaken and by whom
• A way for users to contact the public sector body to ask questions or make suggestions

This is the OU Accessibility Statement for our instance of Primo VE [opens in a new window].

If there are issues that cannot be resolved, these may need to be stated in a Disproportionate Burden Claim. In this you must explain why it is not reasonable or feasible for you to fix the issues that you have found. This does not have to be linked via your accessibility statement, but users must have a means of requesting to see your Disproportionate Burden Claim.

For more information, read the GDS guidance on when complying with accessibility regulations might be a ‘disproportionate burden’ [opens in a new window].

Please note that other governing bodies around the world may vary. You should always check with your nation's legislation.