Accessibility Statement

At NextSupport, a UK-based provider of AI-driven calling solutions, we are committed to ensuring our services are accessible to all users, including those with disabilities. This Accessibility Statement outlines our efforts to comply with the Equality Act 2010, the Web Content Accessibility Guidelines (WCAG) 2.1, and other relevant UK accessibility standards. Our goal is to provide inclusive AI calling services that empower businesses while respecting the rights and needs of all consumers. For questions or feedback about accessibility, contact our Compliance Team at compliance@nextsupport.co.uk.

We strive to make our services and website accessible, ensuring that everyone, regardless of ability, can engage with our AI-driven solutions effectively and equitably.

Accessibility Commitment

NextSupport is dedicated to fostering an inclusive environment for clients, consumers, and website visitors. Our accessibility commitment is rooted in compliance with UK laws and international standards, ensuring our AI calling services and digital platforms are usable by individuals with diverse needs, including those with visual, auditory, motor, or cognitive disabilities.

Equality Act 2010

The Equality Act 2010 requires businesses to make reasonable adjustments to prevent discrimination against individuals with disabilities. We comply by:

• Designing our AI calling services to accommodate diverse consumer needs, such as offering text-based alternatives for those with hearing impairments.
• Ensuring our website is navigable for users with assistive technologies, such as screen readers, as detailed below.
• Providing clear communication options, including human agent support, for consumers who require assistance during calls, as outlined in our Terms of Service.
• Training our AI systems to use neutral, inclusive language to avoid discrimination, aligning with our Consumer Protection Compliance policies.

Web Content Accessibility Guidelines (WCAG) 2.1

Our website, www.nextsupport.co.uk, adheres to WCAG 2.1 Level AA standards, which provide guidelines for making web content accessible. Our efforts include:

• Perceivable: Ensuring content is available to all senses, with text alternatives for non-text content (e.g., alt text for images) and captions for audio where applicable.
• Operable: Making the website navigable via keyboard, with sufficient time for users to complete tasks and clear, predictable navigation.
• Understandable: Using clear, concise language and providing instructions that are easy to follow, especially for forms and interactive elements.
• Robust: Ensuring compatibility with assistive technologies, such as screen readers (e.g., JAWS, NVDA) and voice recognition software.

Ofcom Regulations

Ofcom regulations require telecommunications services to be accessible and transparent. We ensure accessibility by:

• Disclosing AI usage at the start of each call (e.g., “This call is handled by an AI agent”) and offering options for human intervention, benefiting consumers with cognitive or auditory needs.
• Providing clear, audible call scripts with adjustable pacing for consumers with hearing or processing difficulties.
• Ensuring compliance with Ofcom’s accessibility guidelines for automated calling systems, as detailed in our Consumer Protection Compliance page.

UK GDPR and Data Protection Act 2018

Accessibility also extends to data protection, ensuring all consumers can exercise their rights under the UK GDPR and Data Protection Act 2018. We:

• Provide accessible channels (e.g., email, phone, or website forms) for consumers to request access, rectification, or erasure of their personal data.
• Ensure our Privacy Policy is written in plain language and available in formats compatible with assistive technologies.
• Handle data subject requests promptly, within 30 days, with clear instructions for consumers with disabilities, as outlined in our Data Breach Notification Policy.

Other Relevant Standards

We align with additional accessibility and inclusion principles, including:

• UK Government AI Principles: Ensuring our AI systems are designed with fairness and accessibility in mind.
• EU AI Act: Incorporating accessibility requirements for AI systems, particularly for cross-border clients.
• BS 8878:2010: Following the British Standard for web accessibility to enhance usability for diverse audiences.

Accessibility Features of Our Services

Our AI calling services and website are designed with accessibility in mind, incorporating features to support users with disabilities:

AI Calling Services

• Text-Based Alternatives: For consumers with hearing impairments, we offer SMS or email follow-ups for call summaries, ensuring access to key information.
• Adjustable Call Settings: Call pacing and volume can be adjusted to accommodate consumers with auditory or cognitive needs, in compliance with Ofcom regulations.
• Human Agent Option: Consumers can request a human agent during AI calls, ensuring accessibility for those who find AI interactions challenging, as noted in our Terms of Service.
• Multilingual Support: Our AI supports multiple languages to assist consumers from diverse linguistic backgrounds, aligning with our Equality Act 2010 commitments.

Website Accessibility

• Screen Reader Compatibility: Our website is optimized for screen readers, with proper HTML semantics, ARIA landmarks, and alt text for images.
• Keyboard Navigation: All interactive elements, including forms and menus, are fully navigable via keyboard, supporting users with motor disabilities.
• High Contrast and Text Size Options: Users can adjust contrast and font size through browser settings or our website’s accessibility tools, aiding those with visual impairments.
• Plain Language: Content, including our Privacy Policy and Terms of Service, is written in clear, concise language to assist users with cognitive disabilities.

Accessibility Testing and Monitoring

To maintain and improve accessibility, we:

• Conduct regular audits of our website using tools like WAVE, Axe, and manual testing to ensure WCAG 2.1 compliance.
• Test our AI calling services with diverse user groups, including individuals with disabilities, to identify and address accessibility barriers.
• Monitor consumer feedback and complaints related to accessibility, resolving issues promptly in line with our Consumer Protection Compliance policies.
• Update our AI systems and website to reflect changes in accessibility standards, such as new WCAG guidelines or EU AI Act requirements.

Client Responsibilities

Clients using our AI calling services must also support accessibility to ensure compliance with the Equality Act 2010. As outlined in our Terms of Service, clients are responsible for:

• Providing call scripts and content that are inclusive, non-discriminatory, and accessible to diverse audiences.
• Ensuring consumer data complies with UK GDPR and is used in ways that respect accessibility rights, such as offering alternative communication channels.
• Reporting any accessibility issues or consumer complaints to compliance@nextsupport.co.uk for prompt resolution.

Failure to meet these responsibilities may result in service suspension or termination, as detailed in our Disclaimers and Limitation of Liability page.

Feedback and Complaints

We welcome feedback on the accessibility of our services and website. If you encounter barriers or have suggestions for improvement, please contact:

• Compliance Team: compliance@nextsupport.co.uk
• Accessibility Contact Form: Available on our Contact Us page, designed for compatibility with assistive technologies.

We aim to respond to accessibility-related inquiries within 5 business days and resolve complaints promptly, in line with our Consumer Protection Compliance commitments.

Changes to Accessibility Statement

We may update this Accessibility Statement to reflect changes in laws, standards, or our services. Updates will be posted at www.nextsupport.co.uk/accessibility-statement and take effect immediately. Clients and consumers will be notified of significant changes via email or website notifications. Continued use of our services constitutes acceptance of the updated statement. We recommend reviewing this page regularly for the latest information.

Contact Us

For accessibility inquiries, feedback, or complaints, contact:

• Compliance Team: compliance@nextsupport.co.uk
• General Inquiries: Visit our Contact Us page.
• Registered Address: NextSupport Ltd, [Insert Registered Address], United Kingdom.

Conclusion

NextSupport is committed to making our AI calling services and website accessible to all users, in compliance with the Equality Act 2010, WCAG 2.1, and other standards. By prioritizing inclusivity, we ensure our services are equitable and respectful of diverse needs. For more details, explore our Terms of Service, Privacy Policy, Consumer Protection Compliance, and Disclaimers and Limitation of Liability pages.