Our commitment to accessibility
This statement explains how we make our website, apps, products and services accessible to everyone. To do so, we follow the European Accessibility Act (EU Directive 2019/882) and the corresponding Belgian legislation.
Accessibility guidelines?
Since 28 June 2025, the European Accessibility Act [BV1] has been in force. It refers to the international WCAG guidelines[BV2] for digital accessibility. These standards apply to new digital content, such as web pages and online applications. The global standard is level AA.
At BASE, we are also working towards this level.
On the path to accessibility
We outline what we already do to make our products and services accessible and what we are still working on. Together with our partners, we evaluate our services to see how we can improve them.
For our digital channels, such as the website and the My BASE app, we carry out accessibility audits based on the international WCAG guidelines. These help us identify accessibility issues and implement targeted improvements. Not all components fully meet level AA yet, but we are working step by step on structural improvements.
The accessibility of our offering
Our website provides an overview and description of the products and services we offer. More information about how they work can be found on the dedicated product pages.
In collaboration with our suppliers, we ensure that our products and services can be used as much as possible by people with disabilities, with the help of assistive devices and technologies.
Below, you’ll find a few examples of how this is reflected in our offering, and how we approach this in a structured way.
Internet and mobile telephony
Examples of our accessible solutions
- Our modems and Wi-Fi boosters are easy to install and use.
- The packaging of our modems and Wi-Fi boosters is easy to open and includes clearly readable instructions.
- When Real-Time Text (RTT) is available on your smartphone, we ensure that our mobile network supports this feature.
RTT means that during a virtual, text-based conversation, you can see what your contact is typing in real time, even before they finish their sentence. The text appears character by character on your screen as it is being typed. It’s similar to live subtitles, but in chat form.
How do we approach this?
- Checks on all BASE devices in collaboration with expert and stakeholder organizations.
- Accessibility checks on our latest devices.
- Definition of requirements for accessible devices that all new BASE devices must meet.
- Accessibility is a mandatory requirement in every project.
Television
Examples of our accessible solutions
- Our TV boxes are easy to install and use: good contrast between text and background, along with optimized font size and line spacing, ensures a comfortable reading experience.
- Our TV platform includes features that support your user experience on a sensory level and allow you to personalize how content is displayed. For example, there is voice guidance in our programme guide, voice control, a high-contrast mode and customizable subtitles.
- We provide an online step-by-step guide to help users with installation. It can be accessed by scanning the QR code inside the packaging.
- The packaging of our TV box is easy to open and includes clearly readable installation instructions.
- To make our packaging even more accessible, we are running a project to review and improve its design, including increasing text contrast.
More information about the accessibility of our television services can be found on our website.
How do we approach this?
- Checks for the BASE TV box, our remote control, the BASE TV app and our TV platform.
Website and app
Examples of our accessible solutions
- We only use text and images with sufficient contrast and clear fonts, so everything is as visible as possible.
- All content must be described in text. Text can be presented visually, audibly and tactilely, allowing information to be delivered in the format that best suits users’ needs.
- Information on screen can be conveyed to assistive technologies. Relationships on screen must also be usable through these technologies.
- We ensure that text can be enlarged. Users can set their preferred font size via their system settings.
- Actions have predictable outcomes. We prevent unexpected screen changes when focusing or entering input, as this can be confusing. Navigation remains in the same place on every screen and icons have the same function throughout. This helps users know where to navigate and what to expect.
- Accessibility is included as an acceptance criterion in development and in the creation of user stories.
- Where possible, our webshop provides information about the accessibility of the devices in our range. More specific product features or statements can be found in the packaging of your device or on the manufacturer’s website.
- The invoices and instructions you receive for our services are clearly readable and compatible with assistive devices and software (such as screen readers).
- Both the web version and the digital environments (My BASE) used to explain your bill are designed to be clearly readable and compatible with assistive devices and software.
What are we already doing today?
Accessibility is a standard focus throughout the development processes of the My BASE app:
- Using screen readers (such as VoiceOver and TalkBack), we test keyboard and focus navigation, colour contrast and system settings for text size.
- Interactive elements are designed to be usable with assistive technologies.
How do we approach this?
- Checks for base.be, My BASE, the My BASE app, our components, PDFs and emails related to billing.
- Employees have access to documentation and guidelines for design, content, development and testing.
- An internal accessibility guide is available to all employees.
- Accessibility is a mandatory requirement in every project.
What are we still working on?
Preparation and planning
- Looking for ways to communicate our accessibility efforts.
- Finalizing the accessibility plan for Horizon TV.
Reviewing products and packaging
- Reviewing the packaging and manuals for our devices.
- Accessibility checks on our modems and Wi-Fi boosters by Liberty Global.
Improvements to our channels and devices
- Updating PDFs and emails related to billing so they can, for example, be read by different screen readers. This includes ensuring sufficient colour contrast for readability and adding extra spacing to improve text-to-speech accessibility. Key information shown on the bill (in the ‘Additional Information’ box) has been more clearly highlighted, and headings and contrast have been improved. Totals have also been increased in font size and made darker (from grey to black).
- Updating web pages, for example by adding alternative text to images and ensuring sufficient colour contrast for better readability.
- Adapting internal communication and campaigns by using clear and simple language.
- Improving our TV platform and the BASE TV app.
- Working on RTT (real-time text)
- RTT is currently only available in Belgium and works between Telenet and BASE customers (with a compatible smartphone). We are currently working to make RTT available between other operators as well.
Improving the My BASE app
Some features still present barriers for users of assistive technologies or for users with visual, motor and/or cognitive impairments.
Questions about accessibility?
Do you have questions, feedback, advice or suggestions about the accessibility of our products, services, apps or website? Our team will be happy to provide more information. You can reach them via the chat function on our website, through our contact form or by phone.
