A Customer Accessibility Format Request Playbook
Published September 4, 2026.
When a customer cannot use a standard document or channel, the next step should be simple. The agent needs an approved route, clear ownership, and language that respects the customer's stated need.
Ask about the usable format
Confirm the document or interaction involved and ask which available format works for the customer. Options may include tagged PDF, large print, plain text, captioned media, or a supported relay channel. Do not ask for a diagnosis when it is not required.
Record the preference only in the approved field and only to the extent needed. Explain expected delivery time and what will happen if the source document must be remediated.
Check the result
Sending a file is not the finish condition. Confirm that the customer received it and can use the essential information or complete the intended task. If not, keep the case open and route the specific barrier to the accessibility owner.
Avoid converting a secure document to ordinary email for convenience. The accessible version still needs the correct privacy and identity controls.
Weekly review should include fulfillment time, repeat requests, unavailable formats, broken reading order, missing captions, and cases abandoned during handoff. Use those findings to improve the source asset and reduce the need for one-off repair.