OCCTA wants everyone to be able to find, buy and manage our services, whatever their ability or the technology they use. This statement covers www.occta.co.uk, our online customer account, and the ways you can contact us.

The standard we aim for

We aim to meet the Web Content Accessibility Guidelines (WCAG) 2.1 at level AA across customer-facing pages, and we keep improving as we find issues. We also respect your device's reduced-motion setting, so animations are minimised if you've asked for that.

What our website is designed to let you do

Navigate and complete primary actions — address checks, orders, account tasks and support tickets — using a keyboard alone.
See clear, visible focus outlines and high-contrast text and controls.
Use a screen reader: pages use semantic headings, labelled form fields and descriptive link text.
Zoom text up to 200% without losing content or functionality.
Use our online assistant, which can be operated by keyboard and closed at any time.

Accessible formats and contact options

Bills, Contract Summaries and important letters in large print, braille or audio, free of charge.
Relay UK: dial 18001 followed by 0800 260 6626.
Email hello@occta.co.uk, online chat, support tickets or post if phone isn't right for you.
A nominated person who can manage your account on your behalf, with your consent.
More time and plain-English explanations — just ask.

Known limitations

Some older PDF documents may not be fully tagged for screen readers. Ask us and we'll provide an accessible version.
Some third-party components, such as address lookup and payment-provider screens, are outside our direct control. We choose suppliers with accessibility in mind and report issues to them.

Reporting a problem

If anything on our website or in our communications isn't accessible to you, email hello@occta.co.uk with "Accessibility" in the subject, telling us the page and what happened. We'll offer an alternative way to get what you need straight away and prioritise a fix.

More support

If you need extra help because of your circumstances, see our Vulnerable Customers Policy. If you're unhappy with how we've responded, you can complain under our Complaints Code.