Accessibility statement for Norfolk Museums Pass Direct Debit online form

This accessibility statement applies to the Norfolk Museums Pass Direct Debit online form.  

This website is run by Norfolk County Council.

We want as many people as possible to be able to use this online form.

For example, that means you should be able to:

• Change colours, contrast levels and fonts
• Zoom in up to 400% without the text spilling off the screen and without content being truncated or overlapping
• Navigate most of the website using just a keyboard
• Navigate most of the website using speech recognition software
• Listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

AbilityNet has advice on making your device easier to use if you have a disability.

How accessible this website is

We aim to meet the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines (WCAG) 2.2 at AA level.

However, we know some parts of this website are not fully accessible:

• You can't navigate to and select some buttons using a keyboard
• There is no way to skip to the main page content
• Some text headings aren't coded correctly, which may confuse assistive technology users
• Decorative images are coded as meaningful
• Some alternative text does not clearly describe the purpose of the image (uses acronymns instead of full words)
• Symbols (*) are used to mark required form fields. This is not explained in text, so may be unclear to some users
• Required form fields are not coded correctly, which may make the form difficult to use for assistive technology users
• Text fields that collect personal information are not coded correctly, which means some users may find it difficult to identify them
• Some instructions/information are not programmatically associated with the form field they relate to, which may mean screen reader users miss them
• Some error messages do not identify the form fields they relate to
• The page title does not clearly describe the purpose of the webpage
• Some content relies on colour to communicate meaning
• Some text instructions refer to visual locations
• Some content is not fully visible when the page is zoomed in
• It's difficult to reverse an action using a keyboard
• Some content does not have accessible colour contrast
• Some people may find the form CAPTCHA may be difficult to use

Feedback and contact information 

If you need information on this website in a different format like accessible PDF, large print, easy read, audio recording or Braille, email [email protected]

We're always looking to improve the accessibility of this website. If you find any problems not listed on this page or think we're not meeting accessibility requirements, email [email protected]

We'll consider your request and get back to you in 3 working days.

Enforcement procedure 

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the 'accessibility regulations'). If you're not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS). 

Technical information about this website's accessibility 

Norfolk County Council is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018. 

Compliance status 

This website is partially compliant with the Web Content Accessibility Guidelines (WCAG) version 2.2 AA standard, due to the non-compliances and exemptions listed below. 

Non-accessible content 

The content listed below is non-accessible for the following reasons. 

Non-compliance with the accessibility regulations 

Keyboard navigation

You can't use keyboard commands (tab) to navigate to the 'Your Membership Type' buttons. You should be able to tab to all interactive interfaces. 

This fails WCAG 2.1.1

Bypass blocks 

There is no bypass mechanism. 

This fails WCAG 2.4.1

No missing headings 

There is no heading 1. There must be a heading 1 for the heading 2s to follow.

This fails:

• WCAG 1.3.1
• WCAG 2.4.6

Image function 

There are decorative images coded as meaningful. 

This WCAG 1.1.1

Text alternative 

Image alternative text does not clearly describe the images because they use acronyms instead of full words.

This fails WCAG 1.1.1

Cues 

Symbols (*) are used to mark required fields. This is not explained in text. 

Required fields are not programmatically formatted as required. Required form field elements must have the attribute 'required' or 'aria-required="true"'. 

This fails:

• WCAG 1.3.1
• WCAG 4.1.2

Autocomplete 

Text fields that serve an identified input purpose do not have autocomplete attributes. 

This fails WCAG 1.3.5

Instructions 

Some instructions/information are not programmatically associated with the form field they relate to. 

This fails:

• WCAG 1.3.1
• WCAG 2.5.3

Error identification 

The 'There is a problem with the details you have submitted. Please review them and try again' error message does not identify which form field it related to. 

The 'You must enter your date of birth' and 'You must confirm your age' error message alerts do not clearly identify which form field they relate to. They are not visually related to the form field; they are not programmatically related to the form field and the wording does not explicitly relate to the form field. 

The 'Confirm Email' form field does not have an error message alert when attempting to continue with it incomplete, despite it being marked as a required field. 

This fails WCAG 3.3.1

Page title 

The page title is 'Direct Debit sign up'. This does not describe the purpose of the webpage/form. It does not state what the direct debit sign up is for; it does not reference Norfolk Museums Pass. 

This fails WCAG 2.4.2

Colour as meaning 

The 'Your Membership Type' buttons go from white text on a light blue background in hover state to white text on a dark blue background in select state. Light blue and dark blue do not have sufficient colour contrast (3.74:1). 

The tick box goes from a white box with a grey outline when in a hover state and a focused state to a white tick on a blue background when in a select state. White and blue do not have sufficient colour contrast (4.21:1). 

Therefore, colour alone is used to convey meaning (state changes). 

This fails WCAG 1.4.1

Instructions 

Text instructions include reference to elements sensory characteristics (visual locations).

This fails WCAG 1.3.3

Reflow 

When displayed at 1280 x 1024 resolution, at 400% zoom, in full-screen mode, the reCAPTCHA icon obstructs text. For example, you can't see/access the 'Privacy Policy' link at all without obstruction.

This fails WCAG 1.4.10

Hover / focus content 

The reCAPTCHA icon is revealed/expands on hover. There is no mechanism to dismiss it. 

This fails WCAG 1.4.13

Pointer cancellation 

The down event of the pointer is used to execute some functions.

This fails WCAG 2.5.2

Contrast 

The text box fields do not have accessible colour contrast. The light grey box against the dark grey outline does not have sufficient colour contrast (1.83:1) and the dark grey outline against the white background does not have sufficient colour contrast (1.94:1). 

On mobile, the 'Your Membership Amount' price button does not have accessible colour contrast (blue text against a blue background). 

This fails WCAG 1.4.11

State Changes 

The 'Your Membership Amount' price button is white text on a grey background with a black outline when in a selected state. Grey and black do not have sufficient colour contrast (3.23:1). 

The tick box has a white tick against a blue background when in a selected state. White and blue do not have sufficient colour contrast (4.21:1). 

The 'Continue' button has white text on a grey background with a black outline when in a focussed and selected state. Grey and black do not have sufficient colour contrast (3.23:1). 

This fails WCAG 1.4.11

CAPTCHA issues

Keyboard navigation 

In the form CAPTCHA, once a user has navigated to the new challenge, audio/visual challenge and help buttons once, they cannot navigate back to them using a keyboard. 

This fails WCAG 2.1.1

On input 

In the form CAPTCHA, checking the checkbox triggers a change of context (dialog opens). The user is not warned this is going to happen. 

This fails WCAG 3.2.2

Visible focus 

In the form CAPTCHA, the image tiles in the visual challenge do not have visible focus indicators. 

This fails WCAG 2.4.7

Visible focus 

In the form CAPTCHA, the focus indicator on the checkbox is not visible when the checkbox field has errored (it has a red outline). 

This fails WCAG 2.4.7

Link purpose 

In the form CAPTCHA, the 'Privacy', 'Terms' and 'Learn more' links are not descriptive enough (eg. they could be confused with similar links in the website footer). They need to be identified as relating to Google/the recaptcha. 

This fails WCAG 2.4.4

Time limits 

In the form CAPTCHA, the reCAPTCHA expires and errors after two minutes. The user has to tick the checkbox and complete a new challenge. They are not given the option to turn off, adjust or extend the time limit. 

This fails WCAG 2.2.1

Error identification 

In the form CAPTCHA, errors aren't sufficiently associated with the relevant content. The checkbox functions as a required field but this is not conveyed programmatically (eg. by using aria-required). 

This fails WCAG 3.3.1

Status messages 

In the form CAPTCHA, error messages are not presented within containers with the attribute 'role=alert'. 

This fails WCAG 4.1.3

Color as meaning 

In the form CAPTCHA, the background colour of the new challenge, audio/visual challenge, help and download as mp3 buttons changes from white to grey to indicate a change in state from normal to focus. The contrast between these colours is less than 3.1, meaning that it relies on colour to convey meaning. 

This fails WCAG 1.4.1

Contrast 

In the form CAPTCHA, the red error text above the check box on black background fails contrast requirements.

This fails WCAG 1.4.3

Contrast 

In the form CAPTCHA, the red error text within the dialog on white background fails contrast requirements. 

This fails WCAG 1.4.3

Reflow 

In the form CAPTCHA, at display resolution 1280 x 1024 and browser zoom 400%, users must scroll both horizontally and vertically to see all content. 

This fails WCAG 1.4.10

CSS positioning 

In the form CAPTCHA, when the page is linearized, the recaptcha dialog is positioned after all the other page content (ie. after the footer). This affects its meaning - it's no longer visually associated with the captcha checkbox. 

This fails WCAG 1.3.2

Preparation of this accessibility statement 

This statement was prepared on 4 July 2025. The statement was last reviewed on 29 August 2025.

The Norfolk Museums Pass Direct Debit online form was last tested in July 2025. Norfolk County Council's Digital Customer Experience Team carried out the test. 

We tested using automated and manual tests. We used: 

• Accessibility Insights for Web browser extension
• Browser developer tools 
• Web Developer browser extension
• Stylus browser extension
• Colourcontrast.cc browser extension
• NVDA 

We used a sample-based approach to auditing, based on the Website Accessibility Conformance Evaluation Methodology (WCAG-EM)