Declaration of Accessibility of the Help Lines App

The Ministry for Digital Transformation and the Civil Service – Directorate-General for Public Governance is committed to making the Help Lines App mobile app accessible in accordance with the EU’s General Regulations. Royal Decree 1112/2018, of 7 September, on accessibility of websites and applications for mobile devices in the public sector.

This accessibility statement applies to the mobile app:

• Help Lines App - v.2.01 for Android 7 operating system (API 24) or later.
• Help Lines App - v.2.01 for iOS operating system 13.0 or later.

This application is partially compliant with Royal Decree 1112/2018, of September 7, on accessibility of websites and applications for mobile devices of the public sector due to the exceptions and lack of conformity of the aspects indicated below.

The content listed below is not accessible because of the following:

a. Lack of compliance with RD 1112/2018:

• There is information in motion, blinking, scrolling or automatic updating in the content, but there is no mechanism that allows the user to pause, stop or hide it on several screens [requirement 11.2.2.2 Pause, stop, hide, of UNE-EN 301549:2022].

• There is a specific human language for each web page, but it cannot be determined by programming on multiple screens [requirement 11.3.1.1.1 UNE-EN 301549:2022 software language].

• No labels or instructions are provided when content requires user intervention on multiple screens [requirement 11.3.3.2 Labels or instructions, from UNE-EN 301549:2022].

• The application using the documented platform accessibility services does not allow the supporting technologies to determine the relationship between a user interface element and any of the parent or child elements, on multiple screens [requirement 11.5.2.9 Parent-child relationships, from UNE-EN 301549:2022].

b. Disproportionate load:

• It does not apply.

c. The content does not fall within the scope of the applicable legislation:

• It does not apply.

This statement was prepared on June 17, 2024.

The method used to prepare the declaration has been a self-evaluation carried out by a third party.

Last revision of the statement: June 17, 2024.

You can make communications about accessibility requirements (article 10.2.a) of RD 1112/2018) such as:

• Report on any possible non-compliance by this mobile app.

• Transmit others difficulty of access to the content.

• Formulate any other inquiry or suggestion of improvement regarding accessibility to the accessibility of the mobile application.

For these communications, the following communication channels are available:

• Across the attention box, selecting the subject "Accessibility Point Access Gral".

• Calling to phone 060.

You can submit:

• A Complaint regarding compliance with the requirements of RD 1112/2018 or

• A Request for Accessible Information regarding:

• Contents that are excluded from the scope of application of RD 1112/2018 as established by Article 3, paragraph 4.

• Content that is exempt from compliance with accessibility requirements by imposing a disproportionate burden.
  

In the Request for Accessible Information, the facts, reasons and request that make it possible to establish that this is a reasonable and legitimate request must be clearly specified.

Requests for accessible information and complaints can be submitted through the Procedure for requesting accessible information and complaintsas well as the other options included in Law 39/ 2015, of 1 October, on the Common Administrative Procedure of Public Administrations.

Communications, complaints and requests for accessible information will be received and dealt with by the General Directorate of Public Governance, a governing body attached to the State Secretariat for the Public Service of the Ministry for Digital Transformation and the Public Service.

If once a request for accessible information or complaint has been made, it has been rejected, does not agree with the decision taken, or the response does not comply with the requirements of Article 12.5, the person concerned may initiate a complaint. Likewise, a claim may be initiated in the event that the period of twenty working days has elapsed without having obtained a response.

The claim can be filed through the following complaint procedure, as well as in the rest of the options included in Law 39/ 2015, of 1 October, on the Common Administrative Procedure of Public Administrations.

The communications will be received and dealt with by the General Directorate of Public Governance, a governing body under the State Secretariat for Public Service of the Ministry for Digital Transformation and Public Service.

• Configuring accessibility on the mobile

Android and iOS mobile devices have accessibility features that can be configured in the system settings section. You can modify text size, contrast screen colors, use voice commands, and read content using the Talkback or VoiceOver tools. To learn more about all the accessibility adjustment options in both systems you can consult the Apple Accessibility Guide and the Android Accessibility Help Guide.

• Telephone Intermediation Center

People with hearing and/or phonation disabilities have the Telephone Intermediation Center to be able to make calls for administrative procedures. To be able to call our telephone service, they can make use of the Telephone Intermediation Center to ensure effective communication with the service through an interpreter. You can find more information in the CIT Service (Telephone Intermediation Center).

• Version of the application

The currently visible version of this mobile application is from June 2024. A review of the accessibility level was carried out in June 2024, without any changes affecting accessibility since then.

• Accessibility Policy

In compliance with the principles of accessibility and universal design, the General Directorate of Public Governance works to ensure that citizens – with special attention to people with some form of disability and older people – who relate to them via the Internet can access electronic information and services on an equal basis regardless of their personal circumstances, means or knowledge. That is, they can navigate without encountering difficulties in accessing this website and mobile applications.

• Standards and regulations

The accessibility policy applied by the General Directorate of Public Governance is in line with the requirements of "Royal Decree 1112/2018, of 7 September, on accessibility of websites and applications for mobile devices in the public sector".

• Commitment to accessibility

Despite the effort made by the General Directorate of Public Governance, there may be some content that does not comply with the required accessibility guidelines. If you find any screen, page, document or form that does not comply with the established, or that you could not access correctly, or you wish to make any suggestions, please let us know by filling in and sending the following form.