Information on the complaints process

The responsibility for the enforcement proceedings in Austria lies with the federal government as well as with the individual federal states due to the distribution of competences under constitutional law. The procedure is regulated in a federal law and in the respective state laws, which are governed by Directive (EU) 2016/2102 (external link).

When users encounter digital barriers on a website or app of a public sector body, they have a number of options open to them. The accessibility statement of the website/app should indicate a contact option in the public sector body concerned. Ideally, the problem is solved directly with the affected device.

If users are unable to contact the institution or do not achieve a satisfactory result after contacting the institution, they may – depending on the applicable law – contact the federal complaints office or a complaints office of the federal states. Contacting one of the complaint-handling bodies should be as easy as possible for data subjects. For this reason, the FFG has been providing an overview of everything worth knowing about the complaint process and all contact options for complaint bodies (external link) on the website www.digitalbarrierefrei.at since 2024.

At the federal level, the service centre of the FFG is responsible for the enforcement proceedings. At the level of the federal states, the competent authority varies according to the federal states. The enforcement procedure in the federal states is sometimes the responsibility of equal treatment officers, anti-discrimination bodies, anti-discrimination officers, specially established ombudsmen on the subject of web accessibility or the Provincial Office of Public Prosecutors.

In principle, all these bodies have the task of receiving complaints and examining them, with the aim of removing existing barriers on the affected websites or in the apps. The specific powers and procedures of the individual bodies result from the applicable laws.

Some bodies deal with justified complaints in such a way that they make recommendations for action to the public institutions and propose measures. Some bodies are also able to carry out conciliation procedures or involve experts in this case. There are adequate and effective enforcement procedures at federal and provincial level in Austria to ensure compliance with the requirements of Directive (EU) 2016/2102.

More details can be found on the website digitalbarrierefrei.at (external link).