Our commitment to accessibility
This statement describes how we make our website, apps, products and services accessible to everyone. We comply with the European Accessibility Act (EU Directive 2019/882) and the related Belgian legislation.
Accessibility guidelines
Since 28 June 2025, the European Accessibility Act has been in force. It refers to the international WCAG guidelines for digital accessibility. These standards apply to new digital content, such as web pages and online applications. The global benchmark is WCAG Level AA, and Telenet is working towards full compliance at this level.
Towards accessibility
We outline what we are already doing to make our products and services accessible, and what we are still working on. Together with our partners, we evaluate our services to identify opportunities for improvement.
The accessibility of our offerings
Our website contains an overview and description of the products and services we offer. More information on how they work can be found on the specific product pages.
In cooperation with our suppliers, we ensure that our products and services can be used as widely as possible by people with disabilities, including through assistive devices and technologies.
Below are some concrete examples of how accessibility is reflected in our offering and how we approach it structurally.
Internet and telephony
- Our modems and smart Wi-Fi pods are easy to install and operate. For example, our 360° Modem and 360° Fiberbox include a panel with Braille instructions.
- The packaging of our modems and smart Wi-Fi pods is easy to open and contains clear, legible instructions.
- When Real-Time Text (RTT)[AM5.1] is available on your smartphone, we make sure our mobile connection relays that feature.
RTT allows users to see what the other person is typing in real time during a written conversation, even before the sentence is completed. The text appears letter by letter on your screen as it is entered. It is similar to a live caption, but in chat format.
- Audits of all Telenet devices in collaboration with expert and stakeholder organisations.
- Conducting an accessibility check of our very latest devices.
- Drafting rules on accessible devices with which all new Telenet devices must comply.
- Accessibility is a mandatory guideline in every project.
Website and app
- We only use texts and images with sufficient contrast and clear fonts to ensure maximum readability.
- All content is provided as text and can be presented visually, audibly or tactually. Information can therefore be presented in a format that best suits users’ needs.
- Information on the screen can be transferred to devices such as screen readers.
- We make sure the text can be enlarged. Through the system settings, users choose their font size.
- What happens after an action is predictable. We avoid unexpected screen shifts during focus or input because that can be confusing. We keep the navigation in the same place on every screen. Our icons have the same function on every screen. This helps users understand where to navigate and what to expect.
- Accessibility is a mandatory acceptance criterion when developing new website and app components.
- Where possible, our webshop includes information about the accessibility of devices in our range. More detailed product information can be found in the device packaging or on the manufacturer’s website.
- The invoices and instructions you receive for our services are clearly legible and compatible with assistive devices and software (such as text-to-speech functions).
- Both the web version and the MyTelenet environment used to explain billing are designed to be readable and compatible with assistive devices and software.
How do we approach this?
- Performing audits of telenet.be, MyTelenet, the MyTelenet app, our components, PDFs and emails sent related to invoices.
- Staff have access to documentation and rules for design, content, development and testing.
- An internal accessibility guide is available to all staff.
- Accessibility is a mandatory guideline in every project.
Check out the product pages about Telenet TV and Entertainment and download the MyTelenet app for more information.
Television
- Our TV boxes are easy to install and operate, with good contrast between text and background and optimised font size and line spacing ensure a comfortable reading experience.
- Our TV platform includes features that support your user experience sensorially, and allow you to personalise the display of content. For example, there is voice guidance for our programme guide, voice control, a high-contrast mode and subtitles you can personalise.
- The packaging of our TV box is easy to open and contains clear, legible installation instructions.
- We provide a digital step-by-step plan that guides users through the installation of their TV box. It can be found by scanning the QR code on the inside of the packaging.
- To make our packaging even more accessible, a project is underway to revise and improve the design, including by increasing the contrast of the text.
How do we approach this?
- Performing checks of the Telenet TV box, our remote control, the Telenet TV app and our TV platform.
What are we still working on?
Preparation and planning
- Looking for ways to demonstrate our efforts related to accessibility.
- Finalising accessibility planning for Horizon TV.
Conducting checks of products and packaging
- Reviewing the packaging and manuals that accompany our devices.
- Accessibility checks of modems and Wi-Fi boosters by Liberty Global.
Adjustments to our channels and devices
- Adapting PDFs and emails related to invoices to ensure, for example, that they are readable by different screen readers. This took into account sufficient colour contrast for readability, the addition of extra white lines to make the text-to-speech more accessible. Important information mentioned on the statement (in the ‘Extra Information’ box) was more clearly outlined and titles and contrasts were made more readable. Furthermore, the totals have been set larger in font size, as well as darkened (grey to black).
- Adapting web pages with, for example, alternative text for images and ensuring sufficient colour contrast for better readability.
- Adapting internal communication and campaigns, such as by using comprehensible and simple language.
- Adapting our TV platform and the Telenet TV app.
- Working on RTT (real-time text)
- By the end of March 2026, all our customers will be able to use RTT (with a compatible smart TV or smartphone).
- We are analysing what actions are needed to make RTT available to our wholesale partners.
- Adding Braille to our very latest modem and the 360° Fiberbox.
Questions about accessibility?
Do you have questions, feedback, advice or suggestions regarding the accessibility of our products, services, apps or website? Our staff are happy to give you more information. You can reach us via chat on our website, through our contact form or by phone.
