Chapter IV, obligations of service providers
Article 13: Obligations of service providers
Service providers must design and run the service to Annex I, publish Annex V information in writing and orally, keep it current, fix non-conformity and answer authorities.
- Citation
- Article 13, CELEX 32019L0882 (Directive)
- Binds
- Any service provider offering an in-scope service on the Union market or to consumers in the Union.
- In the instrument
- Chapter IV, obligations of service providers
- 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
Paragraph 1 is the service-side core: design and provide the service in line with the accessibility requirements. Paragraph 2 adds a disclosure duty. The provider prepares the information described in Annex V and explains how the service meets the applicable requirements. That information must be offered to the public both in writing and by spoken word, in a way disabled people can use, and kept for as long as the service operates.
Paragraph 3 requires procedures so the service stays in conformity. The provider must take account of changes in how the service is provided, changes in the applicable requirements, and changes to the standards or specifications it relies on. Paragraph 4 requires corrective action and immediate notice to the competent authorities where the service does not conform, with details of the non-compliance and the remedy.
Paragraph 5 requires the provider to give a competent authority, on a reasoned request, the information needed to show conformity, and to cooperate with the authority's action. The Annex V disclosure is not a marketing page: it is the document an authority will ask for, and it must be reachable in an oral format as well as a written one.
What to do
- Design and operate the service to the applicable Annex I sections.
- Publish an Annex V information document in the terms or an equivalent place.
- Provide the same information in an oral and accessible format on request.
- Keep the information for the life of the service and update it when the service changes.
- Run a change procedure, a corrective-action route and an authority response route.
Evidence to keep
- The Annex V information document, dated and versioned.
- The accessible and oral channels and a test showing they work.
- The service change log and the conformity review for each change.
- The complaint, corrective-action and authority correspondence records.
Dates
- 2025-06-28Services provided from this date must comply. (Article 2(2), Article 31(2))
- 2030-06-28End of the transition for services using products lawfully used before 28 June 2025. (Article 32(1))
Cross-references
Where teams get this wrong
A service accessibility statement written once and never versioned fails the retention and change duties. The document has to show the service as it is now, and the change log has to show why it changed.
Read from the Official Journal text of Directive (EU) 2019/882, OJ L 151/70, 7 June 2019, Article 13. 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.