Responding to a Demand Letter
A fast, documented response when an accessibility demand letter or complaint arrives.
What counsel needs first is an honest read on which claims are real.
A letter arrives citing WCAG failures on your website, often generated from an automated scan and often sent to many organizations at once. Counsel needs a technical assessment quickly, and the organization needs to know what's real, what's fixable this month, and what a credible remediation commitment looks like.
What's at stake: The worst responses are the two extremes: ignoring it, or panic-installing an overlay widget and declaring the matter closed. Overlays have themselves been named in accessibility litigation and do not produce conformance. What settles matters is demonstrable, dated remediation progress.
This is you if
- You've received a demand letter, OCR complaint, or filed claim citing accessibility
- Counsel is asking for a technical assessment and a realistic timeline
- Someone has proposed an overlay widget as a quick fix
- You can't currently produce any evidence of accessibility testing
What we actually do, in order.
Verify the claims
Test every cited barrier. Some hold up, some are scanner artifacts, and some were fixed before the letter arrived. Counsel needs that separation immediately.
Audit beyond the letter
Letters cite a handful of issues; settlements cover the whole site. A full WCAG 2.1 AA audit prevents the second round.
Fix the blocking barriers now
Anything that fully prevents a task — navigation, forms, checkout, contact — gets remediated first, while the broader plan is still being written.
Produce the remediation plan
A dated, owner-assigned plan counsel can put in front of the other side, plus the testing evidence behind it.
Prevent the repeat
Policy, training, and monitoring so the site doesn't drift back into the same state after the matter closes.
Deliverables, not a status update.
- A verified technical assessment of every claim, fast
- Blocking barriers removed within the first phase of work
- A dated remediation plan and testing evidence counsel can use
- An ongoing program that keeps the site conformant afterward
Services this draws on
Other situations we're brought in for.
Building Accessibility Into a Redesign
Getting conformance as an output of the redesign instead of a remediation project six months later.
Read the use caseCareers Pages & Hiring Portals
An application process a qualified candidate with a disability can actually finish.
Read the use casePDFs, Forms & Documents
Fixing the document library that most accessibility programs quietly skip.
Read the use case