ACCESSIBILITY POLICY

ACCESSIBILITY POLICY

ACCESSIBILITY POLICY

We provide a comprehensive range of electronic communications services, including mobile voice and data services, fixed telephony, high-speed internet, digital television and other related services.

We are aware of the importance of providing services that are inclusive and accessible to all. Our commitment is to continuously design and adopt innovative solutions that enable equal access, simplify everyday life and ensure a simple user experience for people with disabilities.

This document provides:

  • A general overview of our services in an accessible form;
  • Clear explanations of how our sales, contracting and service processes work;
  • A detailed description of how we meet the applicable legal accessibility requirements in accordance with Directive (EU) 2019/882 (European Accessibility Act) and the Act on Accessibility Requirements for Products and Services

DEDICATED ACCESS SERVICES

Users with visual impairments

  • Support for screen readers (e.g., VoiceOver, TalkBack), magnification, and voice control
  • Alternative formats: large print and screen reader-compatible digital files
  • Self-service onboarding, purchasing, payments, and support
  • Trained staff available in-store for guidance

Users with hearing impairments

  • Contracts and pre-contractual info in clear text
  • Self-completed digital processes
  • Contact via SMS, email, chat

Users with mobility difficulties

  • Wheelchair accessible stores
  • Remote customer support options
  • Staff assistance available upon request

Users with intellectual or cognitive disabilities

  • Supportive, personalized help
  • Consistent and clear documentation
  • Trained staff for guidance and explanations

OPERATION OF OUR SERVICES

Transaction

  • Info via website, My Telemach app, and in-store
  • Contracts via phone, web, in-store, or off-premises
  • Signing digitally, in writing, via SMS/email, or by payment

Delivery of services

  • Devices and SIM cards delivered or collected
  • Technician-led installations for landline/internet/TV
  • Technical support for clear instructions and demos

Right to terminate and return device

  • 3-day cancellation for in-store contracts (with return of undamaged device)
  • 14-day cancellation for distance/off-premises contracts (per law)

Billing & Payments

  • Accessible billing formats on request
  • Payment methods:
    • Direct debit
    • Accessible web portal
    • In-store
    • Mobile banking apps

Key Terms of Use

Each service has defined limitations: minutes, messages, data, channels, etc.

Termination of Services

  • Cancelable at any time (with possible notice/fees)
  • Early termination may require fees or remaining device payments
  • Cancel via mail, phone, in-store, web form, or email with ID

PERSONAL DATA

Policy available in-store and online. Contact: osobni.podaci@telemach.hr or write to Josipa Marohnića 1, 10000 Zagreb.

SUPPORT, FEEDBACK, AND COMPLAINTS

  • Live Chat (web/app)
  • Email / Online contact form
  • Social media: Facebook, Instagram, TikTok, LinkedIn
  • Self-care portal
  • Phone support with IVR and trained agents

All user complaints receive timely and accessible responses.

COMPLIANCE WITH ACCESSIBILITY REQUIREMENTS

We continuously improve accessibility for inclusive service. Ongoing development of accessible digital experiences for all users.

Available solutions from June 28, 2025

  • Accessible info in large print and screen-reader files
  • Websites/apps aligned with WCAG 2.1 AA and EN 301 549
  • Customizable interface: font size, contrast, alt text

Accessibility Statement

Available on our official website.

User interface & product design

  • CE marking and EU declarations
  • Accessible technical documentation

Future accessibility features

  • Easy-to-navigate interfaces
  • Assistive technology compatibility
  • Voice commands, text-to-speech, multisensory options

Service Accessibility

  • WCAG 2.1 AA compliant digital marketing
  • Accessible multimedia and documentation
  • Flexible contract and delivery UX
  • Real-time text/video, accessible e-commerce
  • EON TV: subtitles, audio description, sign language

Emergency communication

Voice, SMS, real-time text, and video routed to PSAPs with synchronization

Accessible Customer Support

  • Multi-channel contact methods
  • Staff trained to assist people with disabilities

Education and Awareness

Continuous staff training on accessibility responsibilities.

Standards

  • WCAG 2.2 AA
  • ETSI EN 301 549

We regularly review processes and update our policies in line with changes in legislation, best practices, and feedback from users with disabilities.

You can contact our customer experience team on any of the support, feedback, and complaint channels listed above to provide your feedback.