Annex I to VI
Annex V: Service information
The service information in the terms must describe the service, explain how it operates and say how each accessibility requirement is met.
- Citation
- Annex V, CELEX 32019L0882 (Directive)
- Binds
- Service providers in scope of Article 4(3).
- In the instrument
- Annex I to VI
- Applies from
- 28 June 2025 for products placed and services provided from that date (Article 31(2)). The Article 4(8) 112 duty may be deferred to 28 June 2027 where a member state uses Article 31(3).
- Source
- EUR-Lex, CELEX 32019L0882
What it requires
Point 1 requires the service provider to put, in its terms and conditions or a similar document, an assessment of how the service meets the Article 4 accessibility requirements. It must set out which requirements apply and, so far as they bear on the service, how the service is designed and run. Beyond the consumer information that Directive 2011/83/EU already requires, it must contain, where applicable, three elements.
Those elements are: an overview of the service, in formats people can use; the descriptions and explanations needed to understand how the service operates; and a description of how the relevant Annex I requirements are met by the service.
Point 2 allows the provider to apply harmonised standards and technical specifications, in full or in part, to comply with point 1. Point 3 requires evidence that the way the service is delivered, and the monitoring of it, keeps the service in line with point 1 and the applicable requirements. Article 13(2) then requires the information to be public in written and oral form, in an accessible manner, for as long as the service operates.
In practice
Write the Annex V document in three layers: a plain description of the service, an explanation of how it works, and a table that maps each applicable Annex I requirement to the measure that meets it. The table is what an authority reads, and the plain description is what a consumer needs. Both belong in the same document.
What to do
- Write the Annex V information and put it in the terms or an equivalent document.
- Describe the service, explain its operation and map each requirement to how it is met.
- Provide the information in writing and orally, in an accessible manner.
- Keep it current for the life of the service.
- Show how the delivery process and monitoring keep it true.
Evidence to keep
- The published Annex V document with its version and date.
- The accessible and oral formats and a test of each.
- The requirement-to-measure map.
- The monitoring and review record.
Dates
- 2025-06-28The information duty applies to services provided from this date. (Article 13(2), Article 31(2))
Cross-references
Where teams get this wrong
A generic accessibility statement is not Annex V information. The document has to describe this service, explain how it operates and state how each relevant requirement is met.
Read from the Official Journal text of Directive (EU) 2019/882, OJ L 151/70, 7 June 2019, Annex V. Check it yourself: https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:32019L0882. This page states the provision in our own words and is not legal advice; it does not certify any product or service.