ISD Customer Service Portal Accessibility Report

The Department of Justice, Home Affairs and Migration is committed to making its websites accessible, in accordance with the  European Union (Accessibility Requirements of Products and Services) Regulations 2023.

This accessibility statement applies to the Immigration Service Customer Service portal. It does not apply to other content or websites published on any of its subdomains. These websites and their content will have their own specific accessibility statement.

This website is designed to comply with the technical standard for websites and mobile apps, EN 301 549 v.3.2.1. This closely follows level ‘AA’ of the Web Content Accessibility Guidelines 2.2 level AA.

Compliance Status

The Department of Justice, Home Affairs and Migration is committed to providing a website that is accessible to the widest possible audience, regardless of technology or ability.

The Web Content Accessibility Guidelines (WCAG 2.2) defines requirements for designers and developers to improve accessibility for people with disabilities.

We are currently working with Vially and Vision Ireland to ensure we meet accessibility standards. We are continually improving the user experience for everyone and adhering to the required accessibility standards.

This website is partially compliant with technical standard EN 301 549 v.3.2.1 and the Web Content Accessibility Guidelines 2.2 level AA. See the ‘Non-accessible content’ section below for more details.

Preparation of this Accessibility Statement

The Statement is based on a combination of manual and automated accessibility testing, using multiple platforms;

  • Windows (JAWS, NVDA),
  • Mac (VoiceOver),

A detailed issue log was created to measure against WCAG 2.2 standards. These issues were presented to the development team who are amending these issues and bringing the website into WCAG 2.2 AA compliance.

This statement was created by Vially in March 2026 and was last reviewed in September 2026.

Feedback and Contact Information

We welcome feedback on the accessibility of this website. If you have any comments or find any problems not listed on this page, please contact [email protected]

Compatibility with browsers and assistive technology

This website is designed to be compatible with the following most used assistive technologies:

  • The latest version of Google Chrome, Microsoft Edge and Apple Safari browsers;
  • In combination with the latest versions of NVDA, JAWS

Technical specifications

The accessibility of this website relies on the following technologies to work with the particular combination of web browser and any assistive technologies or plugins installed on your computer:

  • HTML
  • WAI-ARIA
  • CSS
  • JavaScript

Accessible Content

  • Content Reflow – Is working as corrected, the website functions correctly when scaled up or zoomed in.
  • Language of page – The language of each page is programmatically determinable.
  • Focus obscured – When an element on the site receives focus it doesn’t become obscured.

Non-accessible Content

Despite our best efforts to ensure the accessibility of this website, we are aware of some limitations, which we are working to fix. Below is a description of known limitations and potential solutions. Please contact us if you encounter an issue not listed below.

Known limitations for this website:

  • Keyboard/Screen reader navigation is not yet accessible on parts of the website. Many pages have interactable elements that are either placed in the wrong programmatically determinable order or are skipped entirely by a screen-reader. Other pages feature non-interactable elements that may appear in the wrong focus order on a screen-reader. Some pop-up dialogs do not automatically move the screen-reader focus to them when they are opened.
  • Colour Contrast – Some pages on this website feature elements that have a low contrast ratio against the page background. Some pages also have invisible interactable elements in the programmatically determinable focus order. We are adjusting the colour contrast of all text, elements and backgrounds in order to reach a higher contrast ratio.
  • Skip to content link – Is not yet implemented for forms. The “skip to content” link in the form does not appear as the first element on the page.
  • Images – There are areas of this website which feature images that have incomplete alt text. We are currently working through images to add contextual alternative text.
  • Link Text & Graphical Elements – We are working to remove links named ‘click here’ and ‘find out more’ where possible, links and graphical elements such as icons, will be given clear labels. Additionally, extra contextual text has been provided before article links.
  • Status Messages – Some status messages such as error messages are not being announced by the screen reader when they appear and we are working on them so screen reader users will be alerted when errors occur. There are some fields in this site that lack or require more descriptive error messaging.
  • Correctly structured content with good heading usage– Most of the pages on this website feature correctly structured heading content, there is some heading content being worked on.
  • Mobile navigation– Mobile navigation has yet to audited and will be address in the future
  • Cross operating system compatibility – has yet to be implemented in every section.
  • Third-party content – there are areas of our website controlled by third-party companies, such as Cookie preferences, chatbot and Microsoft Components. These are not funded by, developed, or controlled by the Department of Justice, Home Affairs and Migration but work is in progress to resolve as many issues related to these areas as feasibly possible.
Vially WCAG 2.2AA Partially Compliant Badge 2026