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Accessibility statements for Posti digital consumer services

Accessibility statements for Posti digital consumer services

This page contains accessibility statements for Posti's digital services. Before specific statements, you will find information about how Posti approaches accessibility, what our legal obligations are, accessibility feedback process, contact information in accessibility matters for us and contact information for the supervising authority. Our accessibility quality assurance methodology is also considered.

List of included accessibility statements

You can find the accessibility statements for the following services that are identified by their web domain or application platform:

  1. Posti.fi web site

  2. OmaPosti website and mobile applications OmaPosti kiosk device

  3. My.posti.fi

  4. Asiakastiedot.posti.fi

  5. Support.posti.fi

  6. Verkkoposti.com

  7. Verkkokauppa.posti.fi

Posti's digital services overall include numerous services that are intended for business users. These do not yet have their own statements for the reason stated in the section Our legal obligations below.

About accessibility at Posti

Posti Ltd strives to ensure digital accessibility for people with disabilities. We are constantly working on improving the customer experience and complying with appropriate accessibility standards in our services.

Measures to support accessibility

Posti is taking the following measures to ensure accessibility:

  1. Accessibility is part of our operational philosophy.

  2. Accessibility is part of our internal practices.

  3. Our organization has accessibility goals and levels of responsibility.

  4. Our organization has specified quality assurance methods in place for accessibility.

  5. We strive to include different kinds of people in our test groups.

The standards we aim to fulfill

Our aim is to comply with the technical standards relevant to the current Finnish legislation (https://www.finlex.fi/fi/laki/alkup/2019/20190306), This includes

  • Standard EN 301 549 for mobile applications, kiosk devices, and generally for web services

  • Recommendation WCAG 2.1, Level AA specifically for web services

Our legal obligations

Posti is governed by Finnish laws and required to provide accessible services for universal postal services which include domestic and international letters paid for with stamps, as well as cash paid parcels shipped to destinations outside Finland (in mainland Finland, excluding Åland). We also aim at providing accessible domestic parcel services for consumers, but currently legal requirements do not cover business customers contractual services or other consumer services outside the universal service obligation.

Do you need help to get around digital services?

If you feel that accessibility problems prevent you from using Posti digital services, you can call us at 0600 94320 (1,84 €/answered call + local network charge/mobile call charge)

Give us feedback about accessibility

If you discover accessibility issues when using Posti digital services, please always inform us first. We are glad to hear any feedback concerning the accessibility of Posti websites and mobile applications. You can contact us by mail at Postintaival 7 A, FI-00230 Helsinki, Finland, or by email to saavutettavuus@posti.com.

We aim to respond within 7 working days.

Supervising authority

If you are not satisfied with the response you receive or you do not receive a response within two weeks, you can send a notice to the Regional State Administrative Agency for Southern Finland. The website of the Regional State Administrative Agency for Southern Finland provides details on how to send a notice.

Contact details of the supervisory authority

Regional State Administrative Agency for Southern Finland
, Accessibility supervision unit
.

How we work to improve accessibility

Posti listens to customer feedback and uses the following methods to assess the accessibility of digital services:

  • Self-assessment,

  • the Siteimprove Accessibility Reporting tool

  • and external accessibility specialists.

Findings from the assessments are used in our service development to improve accessibility.

The latest audits of Posti services by external specialists were performed in the latter half of 2020. At time of posting this statement, we are still in the process of fixing problems uncovered in the audits.

Technical requirements for the best user experience

The accessibility of Posti websites depends on the functionality of the following technology:

  • HTML,

  • WAI-ARIA,

  • Javascript,

  • CSS

Posti websites have been designed to provide the best user experience with the four most recent stable versions of the following browsers:

  • Chrome, (Windows, MacOS, Linux, iOS, Android),

  • Firefox, (Windows, MacOS, Linux, iOS, Android),

  • Safari, (MacOS, iOS),

  • Edge (Windows),

We aim at supporting specifically the following screen reader software:

  • VoiceOver (MacOS, iOS),

  • TalkBack (Android),

  • Microsoft Narrator (Windows)

Posti.fi accessibility statement

This statement was first created 25.9.2019 and last updated 31.12.2020

This accessibility statement concerns the services found on https://www.posti.fi.

Normative accessibility compliance status

Currently partially compliant: some of the content does not adhere to the accessibility requirements.

Known accessibility issues

Below is a list of known accessibility issues users may still encounter on the website and how we plan to remediate them.

If you notice an issue that has not been listed, please use the contact information provided in the beginning of this page to notify us.

If you need assistance with our services, please contact our customer service by telephone.

Cookies and consent management

Cookie consent management has some accessibility issues and may cause confusion and navigation difficulties. Posti cookie management is currently being consolidated under a single system and we are focusing to deliver improved accessibility after the new cookie system is in use all around Posti.fi.

We expect to fix this during the first half of 2021.

Buying shipments and stamps online

Buying shipments, stamps and other postal services involves some accessibility problems. We are currently working on improving them and expect to remove known problems during the first half of 2021.

Tracking shipments

Parcel tracking functionalities have some known accessibility problems which affect keyboard users and may confuse screen reader users. We are on the way to remediate these issues by the first half of 2021.

Forms for contacting Posti for various reasons

At Posti.fi, we have numerous forms to allow customers to order services, make complaints about parcels, suggest stamp ideas, cancel subscriptions and so forth. Some of these forms present problems with customers using assistive technology.

We are currently working to improve accessibility of our forms. We are totally renewing some forms and improving some others. We expect to fix this during the first half of 2021.

PDF files

This website serves some PDF files containing information about domestic letters and international parcels. These files are not fully accessible and can pose problems to screen reader users. We aim to make all PDFs published since 23.9.2018 accessible as soon as possible during 2021.

Non-accessible content

Not in the scope of legislation

There are several sections and services found under Posti.fi that fall outside our universal service obligation. For instance, services intended for contractual business customers are exempt and currently they are not subject to similar accessibility measures as consumer services at Posti.

OmaPosti accessibility statements

This statement was first created 25.9.2019 and last updated 31.12.2020

This accessibility statement concerns three distinct services:

  • the web service found on https://oma.posti.fi

  • mobile application OmaPosti for iOS

  • mobile application OmaPosti for Android

The applications are distributed in the App Store and Play Store respectively (the statement concerns only versions 5 and above)

Normative accessibility compliance status

Currently partially compliant: some parts do not adhere to the accessibility standard.

Known accessibility issues

Users may encounter certain issues. Below is a list of known accessibility issues and how we plan to remediate them. Please contact us if you notice an issue that has not been listed.

Please note the exception we currently have for mobile applications that is described in the next subsection. If you are reporting issues with the mobile application, please make sure you are using the latest application version.

Posti is updating the Android application in 2021 and will offer improved accessibility with its release. The new application is identified by the version number 5 or above. Users of Apple devices should also make sure their application is updated to version 5 or newer for the most accessible experience.

Navigating the service

The service has issues in supporting keyboard and screen reader access. The user may become trapped in a view or have difficulties reaching some content. You may experience problems with accessing shipment, invoice or letter details. Navigating may require a substantial amount of keyboard tabbing.

Receiving shipments

Keyboard users may face difficulty in trying to access shipment reception options such as choosing the delivery time.

Accessing digital letters

Please see the section on unreasonable burden below than concerns PDF attachments and their previews.

Non-accessible content

Not in the scope of legislation

OmaPosti mobile applications become subject to accessibility requirements on June 23rd 2021. We are constantly working to ensure that by this time their accessibility will be up to the standards.

Unreasonable burden

OmaPosti includes third-party content in the form of digital letters and their previews. Posti recommends these letters to be provided in an accessible format, but there is currently no technical enforcement for compliance. Thus the users may receive letters in PDF format which are not accessible and for both technical and legal reasons Posti sees that we as intermediaries cannot make guarantees of this content’s accessibility.

OmaPosti kiosk device accessibility statement

This statement was first created 25.9.2019 and last updated 31.12.2020

This accessibility statement concerns the stand-alone kiosk device OmaPosti. OmaPosti kiosk devices are fixed devices installed at public locations intended for sending letters and parcels as well as handling returns. They should not be confused with parcel locker devices which are used for collecting and sending parcels.

Normative accessibility compliance status

Partially compliant. The device has some severe accessibility deficiencies.

Known accessibility issues

Below is a list of known prominent accessibility issues. Please contact us if you notice an issue that has not been listed.

Out of reach interface controls for wheelchair users

Using the device when seated in a wheelchair may limit users capability to switch the device language or activate customer video chat. Video chat will also not display the wheelchair user or shorter than the average person during the conversation. We will improve this during 2021.

Font size fixed too small

The graphical user interface includes text which can be hard to read because of the small text size. The problem will be remediated during 2021.

No alternative for graphical user interface

OmaPosti kiosk does not support users with no or poor vision. We warmly welcome people with impaired vision to conduct their business at Posti service points or in our phone service. We are investigating possible solutions and will update this statement accordingly in 2021.

My.posti.fi accessibility statement

This statement was first created 25.9.2019 and last updated 31.12.2020

This accessibility statement concerns the services found on https://my.posti.fi. The reader is noted that this site hosts a variety of short-lived, seasonal web pages and its content at the time of writing may not reflect the state of the service at any later point of observation, as changing content may hide or surface accessibility issues.

Normative accessibility compliance status

Currently partially compliant: some of the content does not completely adhere to accessibility standards.

Known accessibility issues

Users may encounter some issues on the website. Below is a list of known accessibility issues and how we plan to remediate them. Please contact us if you notice an issue that has not been listed.

Santa Claus’ Main Post Office page

This page has several issues that have to do with support for screen reader users, as well as missing video captions.

Current Santa Claus pages will be discontinued in January 2021. The page will be re-created and accessibility improved during 2021 for launch before Christmas 2021.

Successfully completing forms can be difficult

Forms may not assist the user in successfully submitting the form and noticing what information is missing.

Asiakastiedot accessibility statement

This statement was first created 25.9.2019 and last updated 31.12.2020

This accessibility statement concerns the services found on https://asiakastiedot.posti.fi.

Normative accessibility compliance status

Currently partially compliant: some of the content does not completely adhere to accessibility standards.

Known accessibility issues

Users may still encounter certain issues on the website. Below is a list of known accessibility issues.

Please contact us if you notice an issue that has not been listed and contact customer support by phone if you need assistance in interacting with your customer information.

Some text and graphics is difficult to read

Due to use of certain color combinations (yellow and white), you may find it difficult to read and consume some content.

Navigation is different from other Posti sites

You may notice that this Posti site uses a different type of navigation from other sites.

We are currently constructing a new service to replace the current system. We expect to release the new system during the first half of 2021.

Support.posti.fi accessibility statement

This statement was first created 25.9.2019 and last updated 31.12.2020

This accessibility statement concerns the consumer services found on https://support.posti.fi.

Normative accessibility compliance status

Not accessible: content does not adhere to the set standard.

Known accessibility issues

Below is a list of known accessibility issues:

  1. Keyboard and screen reader users can’t access the letter price calculator.

  2. Page uses color combinations that make reading difficult.

The calculator on this page will be re-created on Posti.fi website during 2021 and will be created accessible at that time.

www.verkkoposti.com accessibility statement

This statement was first created 25.9.2019 and last updated 31.12.2020

This accessibility statement concerns the consumer services found on https://www.verkkoposti.com.

Normative accessibility compliance status

Not compliant: content does not adhere to the standard.

Known accessibility issues

Below is a list of known accessibility issues:

  1. Keyboard and screen reader users may experience difficulties in using the zip code search.

  2. Page uses color combinations that make reading difficult.Unreasonable burden for remediation

There will be no accessibility fixes to this service as it is scheduled to be decommissioned in 2021. The functionalities will be rebuilt on Posti.fi and made accessible.

Verkkokauppa.posti.fi accessibility statement

This statement was first created 25.9.2019 and last updated 31.12.2020

This accessibility statement concerns the services found on https://verkkokauppa.posti.fi.

Normative accessibility compliance status

Currently partially compliant: some of the content does not adhere to the standard.

Known accessibility issues

Users may still encounter minor issues on the website. Below is a list of known accessibility issues. Please contact us if you notice an issue that has not been listed.

We are improving some of the listed issues in early 2021, but we expect to remediate all issues with a fully renewed web shopping experience by the end of 2021.

If you need assistance with our services, please contact our customer service by telephone.

Forms may be complicated to fill in

Users may experience inadequate support to fill in the form successfully.

Menus may behave confusingly

Keyboard and screen reader users may be confused by how the main menu works.

Navigation with screen reader can be hard

The page has some poorly labeled elements and illogical order of elements which may make it difficult to understand the service. There are some images that don’t have a screen reader accessible label. Some text may be incorrectly read in a wrong language.

Keyboard navigation has insufficient cues

Users may have difficulty seeing which interface element is selected at each time.