Summary
Many accessibility organisations receive very few accessibility complaints despite widespread barriers. However, this lack of complaints should not be seen as evidence that a service is accessible. The reasons why this happen vary. For example, many users simply abandon a service, switch to a competitor, seek help, or find a workaround. Others lack the time, energy, or confidence to report problems, while privacy concerns and negative past experiences can also discourage complaints.
Metamatrix, a Swedish digital accessibility consultancy, has released a list of possible reasons why organisations receive so few accessibility complaints, despite persistent barriers and increasing legal requirements.
The organisation warns that this apparent lack of complaints can give a false impression that accessibility is not a significant issue. As a result, decision-makers may underestimate the barriers users face and assign accessibility a lower priority.
In reality, many people with disabilities continue to encounter websites and apps that are difficult, frustrating, or sometimes impossible to use. Yet reporting these barriers is often not their first choice.
Some users may not even realise that a problem exists. For example, a blind person may have no way of knowing that content is unavailable to their screen reader. Others simply move on by using a competing service, abandoning the task, asking someone for help, or finding a workaround that allows them to achieve their goal without reporting the issue.
Time and effort are also important factors. After struggling with an inaccessible service, many users may be unwilling or unable to spend additional time submitting a complaint. Some prefer not to be seen as complainers and instead share their frustrations with friends, family, or colleagues.
Previous negative experiences can further discourage reporting. Users who have received dismissive responses, been questioned about their skills, or been asked to prove that a problem exists may feel that raising accessibility issues is not worth the effort.
Privacy concerns and uncertainty also play a role. Some people may not wish to disclose a disability or share personal information, while others are unsure whether the problem lies with the website, the app, or their assistive technology.
A lack of complaints should never be taken as evidence that a digital service is accessible. Many barriers remain unreported, even when they affect large numbers of users.
Read the English version of the original post for more details.
- Publication date
- 24 September 2026
- Author
- Metamatrix