Help using this website

NBN Co is committed to improving the accessibility of its websites for users with disabilities.

The World Wide Web Consortium (W3C) has released a set of guidelines called Web Content Accessibility Guidelines (WCAG). There are three levels of conformance (A, AA and AAA).

Our aim is to meet W3C WCAG Level A compliance (website design in line with worldwide standards for disability access).

This page is intended to provide tips and useful information which aims to assist users with disabilities to access our websites. We have also included information about how to give us feedback and a complaints handling process.

Contact us
We invite you to provide feedback of your experience with our websites. We take all feedback into consideration and will endeavour to respond to you within a timely manner.

Please contact

Accessibility Team
Level 11, 100 Arthur Street
North Sydney NSW 2060

How to use our accessibility features

NBN Co has implemented a range of accessibility features, which are outlined below.

Listing headings and links
In most of our pages the most important content is at the beginning of the page and we structured all content with headings and meaningful HTML code. This allows you to create lists of headings or links to skim the page if you use a screen reader, but it also helps other assistive devices to understand and process the content.

Using the keyboard
When you press the Tab key after a page has loaded we provide skip links to the main navigation, content area and this page. Our main navigation supports navigation keys as recommended by the DHTML Style Guide Working Group (DSGWG). Most elements which are clickable are outlined when you access them using the Tab key.

Note that the Mac operating system has disabled keyboard access to all controls by default, affecting both Safari and Firefox browsers. To enable full keyboard access, go to the Apple Menu, click System Preferences and select Keyboard and Mouse, then Keyboard Shortcuts and under Full Keyboard Access choose All Controls.

We do not define any access keys as assistive devices already define many key combinations. We want to avoid that access keys interfere with such key combinations.

Switching to high contrast
You can turn on a high contrast colour scheme with options provided by your desktop operating system. Some mobile devices also offer a high contrast mode.

On Windows systems, click Start, then Control Panel. Select the Classic View and click Accessibility Options. Click on the Display tab and select the Use High Contrast check box. Click Settings for more options.

On Macintosh OS X systems, open the Finder, click on the Apple icon in the menu bar and select System Preferences. In the System preference section click Universal Access and click on the Seeing tab. Select the radio button Black on White.

On the iPhone open Settings, tab General and scroll down and tab the Accessibility entry. Then turn on the White on Black option.
The sequence is the same for the iPad.

Explaining content
Our editors endeavour to attach descriptions to each image which briefly describe it if you use a screen reader or have turned off images.

When your screen reader comes across content which is visually grouped together, or content which uses icons or other images, we try to insert additional text available to screen readers to explain the content or images.

Interactive components
Some components of our pages are interactive, for example tabs or content that changes automatically. We attempt to provide you with a pause or stop control for such content to view it in your own time.

If interactive content is partly hidden, as with tabs or popup elements, all content will be shown if you disable interactivity, for example by turning off Javascript.

Enlarging the page
You can enlarge the page using your browser. On PCs press the 'CTRL' and '+' keys together to zoom into the page, on a Mac press the Command key and '+'. Press 'CTRL' (or command key on the Mac) and '–' to zoom out.

Known barriers

Not every page on our site will have the accessibility features we have outlined. This is because it takes time to improve our sites and for third parties to also develop and implement these features.

For example, some pages of our websites use video or audio. We are currently seeking a viable accessibility option for this content, but in the meantime please contact us if you require assistance with particular content.

If you find a page or section inaccessible do not hesitate to contact us so we can help you and review those pages.

Please let us know too if you encounter inaccessible documents such as PDFs. Adobe offers a free online conversion tool for PDF documents.

Please remember that our efforts to provide fully accessible websites needs to be balanced against the impact that this has on NBN Co's business and the nature of the service being offered. We are constantly working to review our sites and, wherever practical, will improve accessibility.

Technical information

We test our sites in the browsers most of our visitors use. The current release for the Web Content Accessibility Guidelines is version 2.0.


If you are having trouble accessing a particular page within NBN Co's sites or you would like to lodge a complaint, please contact:

Accessibility Team
Level 11, 100 Arthur Street
North Sydney NSW 2060

When lodging a complaint, the Accessibility Team would be grateful if you could be specific about the nature of your complaint, including the location of the page you are having trouble accessing.

We take your feedback seriously and will promptly investigate and respond to all genuine complaints.


This policy is current as at January 2012.