Accessibleby default.
WCAG 2.2 AA target. Reasonable adjustments for any specific need. Always free.
We're committed to making Giant Communications usable by everyone — across the website, the customer portal, billing, and support channels. This page summarises our current accessibility position and how to flag issues or request alternative formats.
Target conformance for giant.net.uk and the customer portal.
We test against AA criteria regularly and address gaps as they're identified. Not every page is currently fully conformant — known issues are listed below with target resolution dates.
Six accessibility commitments we hold to.
The minimum standard across our public pages, customer portal, billing communications, and support channels.
Visible focus + colour contrast
All interactive elements have a clearly visible focus state. Text + UI hits WCAG 2.2 AA contrast ratios (4.5:1 body text, 3:1 large text).
Full keyboard navigation
Every interactive element reachable via Tab / Shift+Tab. Skip-link to main content, logical tab order throughout. Escape closes modals and menus.
Resizable text + responsive
Browser zoom to 200% without loss of functionality. Responsive layout from 320px upwards. No fixed-pixel font sizes outside icons.
Captions + transcripts
All video content has captions. Audio content has full transcripts. Where animation is decorative (homepage hero), respects prefers-reduced-motion.
BSL access to 999
Emergency Video Relay Service (999 BSL) accessible from any Giant connection. Free, 24/7, no extra cost. See /help/emergency-video-relay.
Alternative formats
Bills, contracts, and key communications available in large print, braille, audio, easy-read on request. Contact support, no extra charge.
Things we're still working to fix.
Honest list of accessibility gaps we're aware of. Each has a target resolution. If you hit one we haven't listed, please tell us — we'll add it and fix it.
- Reformat-on-request available now
Older PDF bills (pre-2025)
Some legacy PDF bills generated before our 2025 billing-system refresh aren't fully screen-reader accessible. New bills since Jan 2025 are tagged-PDF compliant. Request alternative formats for any older bill at no charge.
- Q3 2026
Live status page tickers
Some live data on the service status board uses auto-refresh that doesn't announce changes via aria-live. Working on it — target Q3 2026.
- Mid-2026 for top-50 videos
Video tutorial content
Pre-2024 customer training videos lack captions. Re-captioning programme in progress, prioritising most-watched content first.
Specific need? Tell us.
Under the Equality Act 2010 we have a duty to make reasonable adjustments. In practice — if there's something that doesn't work for you with the standard product or experience, ask. We've done large-print bills, audio communications, BSL on-call, accessible portal walkthroughs, and more.
Large print / braille bills
Bills can be issued in 18pt+ print or Grade 2 braille on request. No extra charge, applies to all future bills.
BSL on call
Schedule a BSL-interpreted call with our support team. We work with NRCPD-registered interpreters; book 48h in advance.
Audio / easy-read versions
Contracts and key communications available as audio (MP3) or easy-read text. Useful for blind / partially sighted users or cognitive-access needs.
Extra time on calls
Our agents have a flag for 'this customer prefers extended time on calls'. No 'efficiency target' pressure once the flag is set.
Repeat callbacks
If a single call isn't enough, we'll arrange follow-up appointments at consistent times so you're not re-explaining context every time.
Account proxy access
Family member or trusted advocate authorised to manage the account on your behalf. Standard data-protection paperwork, free to set up.
Found a problem?
Tell us.
If something on our website, portal, billing, or support doesn't work for you, email [email protected] or call 0330 043 0056. We aim to acknowledge within 1 working day and resolve or provide a workaround within 5.
Statement of compliance.
This accessibility statement applies to giant.net.uk and the connected customer portal at portal.giant.net.uk. It was last reviewed in May 2026 and is reviewed at least annually.
Giant Communications is committed to making our digital services accessible in line with the Public Sector Bodies (Websites and Mobile Applications) Accessibility Regulations 2018 (applied voluntarily as a private-sector business), the Equality Act 2010, and Ofcom's General Conditions on accessibility (GC4.5 — emergency services equivalent access for Deaf / hard-of-hearing users).
Our target conformance level is WCAG 2.2 AA. Some content does not currently fully conform — see the 'Known issues' section above for the list and target resolutions. Where conformance is impractical or imposes a disproportionate burden, we provide an alternative accessible route to the same functionality on request.
Tell us. We'll fix it.
Email [email protected] for anything that doesn't work for you. Acknowledged within 1 working day.