1.15 Ensure that an equivalent service is available through an accessible channel for users who cannot use the terminal

Rationale

Having met all the previous priority 1 guidelines, there may still be a small group of people who cannot use the terminal. If this is the case, they are likely to be users who either have extreme difficulties in one particular area or who have multiple difficulties so that no combination of the accessibility features meets their needs. For example, users who are deaf and blind cannot see displayed information or hear the spoken equivalent. They rely on tactile representations such as output via a refreshable Braille display which does not have to be supported under priority 1 of these guidelines. However, these users may still need to use the service to which the terminal provides access.

Providing an alternative channel through a human customer service agent has particular benefits, even for customers who can physically use the terminal but have some difficulty with the service. The human representative is able to interpret customers' requirements, answer their questions and give spontaneous information that the machine is not capable of. They also provide a 'face' to the organisation, which some users are far happier with.

Directions and Techniques

Use trained customer service agents

The best alternative service is through a trained customer service agent who will be able to deal with a wide variety of situations and needs in an intelligent way, something no machine can match.

How you could check for this:

There are no specific test methods recommended for this guideline.