The regulatory compliance of a public establishment (ERP) regarding accessibility for people with reduced mobility (PMR) does not guarantee a functional welcome for the concerned users. We regularly observe a gap between the formal adherence to technical decrees and the actual experience of a person in a wheelchair, visually impaired, or deaf at the entrance of a business or public service. This gap can be bridged through design, organization, and management choices that go beyond the strict scope of the construction code.
European Accessibility Act and RGAA: the regulatory framework that changes the game in 2025
The European Accessibility Act, which came fully into effect on June 28, 2025, imposes strengthened requirements on member states regarding digital services: websites, mobile applications, payment terminals, e-commerce. In France, this text combines with the RGAA and its 106 mandatory criteria for digital public services.
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This dual framework modifies the scope of compliance. An ERP that meets door widths and ramp slopes but whose reservation site or ordering terminal remains inaccessible no longer fulfills the obligations. We recommend treating digital accessibility as a standalone component in any renovation or opening project, just like the electrical or plumbing components.
To learn everything about PMR accessibility and its building implications, this digital dimension must now be integrated from the initial specifications.
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Accessibility Referent: Structuring Management Beyond Building Compliance
The most significant trend observed in recent months is the appointment of an accessibility or disability referent within organizations. Festivals, large companies, local authorities, certified Qualiopi training organizations: the scope extends far beyond traditional ERPs.
This referent is not a symbolic position. Their role is to coordinate three simultaneous axes:
- Physical adaptations (signage, furniture, pathways), in connection with the project owner or the technical manager of the building
- Information and communication adaptations (FALC materials, hearing loops, subtitles), including on digital channels
- Human support for the public, with training for contact staff on appropriate attitudes according to the type of disability (motor, visual, auditory, cognitive)
Without this coordination function, technical adaptations remain compartmentalized. An elevator that meets standards loses its usefulness if the reception staff cannot guide a visually impaired person to the cabin.
Qualiopi and Accessibility of Training: A Stricter Control
In the field of professional training, accessibility and disability have become a structuring lever for quality. Qualiopi audits now explicitly verify the adaptation of educational materials, reception modalities, and the digital training environment to different types of disabilities.
This tightening affects organizations of all sizes. We find that structures that merely mention “accessible PMR” in their file without proof of actual adaptation of the courses expose themselves to non-compliance during the certification renewal.
Specifically, a training organization must be able to demonstrate:
- The existence of an identified and trained disability referent, capable of analyzing the compensation needs of a learner
- Educational materials available in accessible formats (structured documents, subtitled videos, textual alternatives for visuals)
- A documented process for adapting assessment modalities based on the declared disability
This framework goes beyond the logic of a ramp. It questions an establishment’s ability to adapt its core business, not just its premises.
Accessibility Register and Continuous Improvement Process in ERPs
The accessibility register, mandatory for all ERPs, remains underutilized in most establishments. Too often reduced to a static administrative document, it should function as a living management tool.
A useful register includes a description of the services provided, staff training actions, the contact details of the accessibility referent, and most importantly, user feedback. Establishments that systematically collect feedback from users with disabilities identify invisible blocking points in a classic technical diagnosis: a poorly positioned intercom, insufficient contrast on a welcome screen, an automatic door opening delay that is too short.
Continuous improvement relies on the feedback loop of usage, correction, verification. This logic, common in quality management, remains marginal in accessibility. However, establishments that apply it observe a significant reduction in reported blocking situations.
Moving from Standards to Reality: What Distinguishes an Accessible ERP from a Compliant ERP
Technical compliance focuses on measurements: clear passage width, control height, ramp slope, dimensions of adapted sanitary facilities. These measurements are necessary. However, they are not sufficient to make a place welcoming for a person with a disability.
The difference lies in three areas. The first is the continuous movement chain, from the sidewalk to the service: a single faulty link (an unmarked step, a push button out of reach) breaks autonomy. The second is the quality of prior information, particularly through the Acceslibre platform, which maps the actual accessibility of places. The third is the human competence of the staff, trained in specific attitudes according to the encountered disability.
An ERP that invests in these three dimensions simultaneously transforms a regulatory obligation into a real competitive advantage. Minimum compliance protects against sanctions. Holistic accessibility fosters a broader customer loyalty and enhances the establishment’s image among all its users.