Pursuing claims

What to do if a product or service is not accessible?

If you notice that a product or service covered by the Accessibility Act does not meet accessibility requirements, you can take the following steps:

File a complaint with the business entity

The complaint should be filed directly with the company offering the inaccessible product or service.

Response time: 30 days from the date of filing the complaint, in particularly complex cases – up to 60 days (the company must inform you of this).

If the complaint is justified, the business entity is required to make the appropriate changes.

No response within the deadline means that the complaint has been accepted and changes will be made.

The complaint should include:

full name,
mailing address, email address, or phone number and preferred method of contact,
description of the product or service,
indication of which accessibility requirements are not met.

Submit a notification to the President of the PFRON Management Board

Who can submit it?

Anyone – you do not need to be a customer of the company in question.

When?

At any time.

The notification should include:
business details (e.g., name, address, website),
a description of the product or service (e.g., model, type),
information on why the product or service is not accessible.

You can submit the notification anonymously, but if you want to receive a response, please provide:

your first and last name,
contact details (phone number, email address, address).

Notification form: Download the notification form

How to submit a notification?

Electronically:

via ePUAP: /PFRON/SkrytkaESP
via e-mail:

By phone:

22 581 84 10 (ext. 5)

In person or by mail:

State Fund for Rehabilitation of Disabled Persons

al. Jana Pawła II 13, 00-828 Warsaw

What happens next?

The President of the PFRON Management Board reviews the notification or forwards it to the appropriate market surveillance authority. Review period: up to 30 days.