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Accessibility

Our commitment, where we actually are today, and how to tell us something is in your way.

Our commitment

Smart Step is building this site and the Smart Step apps to meet the Web Content Accessibility Guidelines, version 2.2, at Level AA. That is the standard we hold ourselves to and the one we design and build against.

People reach these pages in hard moments, sometimes on an old phone, sometimes on a library computer, sometimes with a screen reader. Getting this right is part of the work, not an extra.

Where we are today

We have not been audited yet

No independent accessibility audit or formal conformance evaluation has been carried out on this site. We are not claiming that it currently meets Level AA everywhere. We would rather tell you that plainly than post a badge we cannot back up.

What is in place today:

  • A skip-to-content link at the top of every public page, so keyboard users can jump past the navigation.
  • Named navigation landmarks, so screen reader users can move between the header, main content and footer.
  • Crisis phone numbers repeated in the footer of every page, so nobody has to navigate to find them.
  • Pages built as plain, structured text — headings in order, real links and buttons, and layouts that reflow on a small screen.

What we know is not done yet

  • No screen reader testing has been done on the forms, the resident areas or the staff console.
  • Colour contrast across the site has not been measured against the Level AA thresholds.
  • Form fields, error messages and required-field markers have not been reviewed for how they are announced by assistive technology.
  • Checkout runs on our payment provider's own pages, which we do not control and have not evaluated.
  • Documents we make available for download have not been checked for accessibility.

Our plan and timeline for closing these is {{ACCESSIBILITY ROADMAP}}.

Tell us about a barrier

If any part of this site or the Smart Step apps got in your way, please tell us. You do not need to know the technical name for the problem, and you do not need to describe it in any particular way.

  • Email {{ACCESSIBILITY CONTACT EMAIL}}
  • Call {{PHONE NUMBER}}
  • Write to {{MAILING ADDRESS}}

If you can, it helps us to know:

  • The page you were on, or what you were trying to do
  • What happened, and what you expected instead
  • The device, browser or assistive technology you were using, if you know it
  • How you would like us to reply

Our target for acknowledging a report is {{ACCESSIBILITY RESPONSE TIME}}. We will tell you what we found and what we are doing about it, even when the fix will take a while.

Another way to do the same thing

Anything you can do on this site, you can do by talking to a person. If a form is not working for you, call {{PHONE NUMBER}} and someone will take your application or your question directly. Support in a language other than English is {{LANGUAGE ACCESS OPTIONS}}.

Formal complaints

If you are not satisfied with how we responded, our escalation process is {{ACCESSIBILITY COMPLAINT PROCESS}}. Last reviewed: {{EFFECTIVE DATE}}.

This is a plain-language statement of our commitment and our current status, written so it can be read quickly. Smart Step reviews it periodically. It is not legal advice, and it is not a conformance claim.