Why does India fail to address digital accessibility gaps?

A single click on the web can unlock the universe, and artificial intelligence can predict our next move. Yet, in this digital age, less than three percent of the internet is accessible to persons with disabilities across the world — and India is no exception. 

Merely 95 central government websites are made accessible. Apart from this,  676 out of the 6,700 state or UT governments’ websites are accessible, with only 476, or seven percent, live so far, as per the recently released annual report of the Department of Empowerment of Persons with Disabilities for 2024. In the context of web development, the term “live” refers to websites that are fully functional, available for public use, and not under development or maintenance.

These statistics make it imperative to understand everything that entails web accessibility and its necessity for ensuring sustainability in the digital world. In simple terms, web accessibility means the inclusive practice of designing and maintaining websites, digital solutions, and technological services that enables persons with disabilities to use them effectively at par with non-disabled masses. The objective is to ensure that all users, regardless of their abilities or disabilities, can perceive, understand, navigate, operate, and contribute to the web. Tim Berners-Lee, the inventor of the World Wide Web, rightly recapitulates, “The power of the Web is in its universality.” Accessible digital space offers universal access to information, services, and functionalities. 

But despite legislation, initiatives, and government claims, web accessibility in India remains severely inadequate.

State of affairs in India 

Over the past years, the financial allocation for the realization of the Scheme for Implementation of Rights of Persons with Disabilities Act, or SIPDA, has been constantly curtailed. It was cut by 37.5 percent from Rs 240.39 crore in 2022-23 to Rs 150 crore in 2023-24, and for the year 2024-25, it was further reduced by 9.78 percent to Rs 135.33 crore. 

Sugamya Bharat Abhiyan, the flagship accessibility program, receives funds from this allocation. With the current reduction in SIPDA's financial allocation, Sugamya Bharat Abhiyan is also likely to receive less funding this year. 

Notably, under SIPDA, during 2022-23, only a little above half of the allocated funds, 65.59 crore, was utilised, whereas in 2023-2024, Rs 9 crore more than the total allocated funds were spent, amounting to Rs 76.79 crore. 

The statistics evidently show that funding and expenditure for making central and state government websites accessible under the Sugamya Bharat Abhiyan have been stagnant since 2020. Further, there has been no progress in the number of accessible central government websites, which remains at 95 since 2020. Meanwhile, the growth in making state/UT government websites accessible has been lethargic.

A reality check reveals that even among these, many websites remain inaccessible due to issues such as image-based CAPTCHAs, poor page layout, and inoperable elements. Given the troubling state of government-run websites, it is easy to conjecture that the situation with private service providers is even worse. For instance, everyone regularly utilises Aadhaar card facilities, a widely-used identity card for availing a plethora of services. Even after incorporating an “accessibility statement,” the official website of the Unique Identification Authority of India is not fully accessible for screen reader users due to inaccessible CAPTCHA, hindering them from logging in to access their E-Aadhar card.

Interestingly, after several complaints, the portal has added “audio CAPTCHA,” but the concerned button to activate the audio CAPTCHA remains unlocatable using a keyboard. This issue reflects a critical problem, as similar accessibility challenges persist on other major platforms. For instance, the National Testing Agency’s website for the UGC-NET exam remains inaccessible due to image-based CAPTCHA, hindering screen reader users from even independently filling out their UGC-NET or JRF forms and checking the results. 

Moreover, eGyanKosh, a national digital repository by IGNOU, faces significant accessibility issues. Key problems include unreadable self-learning materials in non-English languages and page navigation for search results with no labeled search button or tutorial for disabled users.

Several private players’ websites, including their mobile applications, are also not user-friendly for persons with disabilities. The well-known legal database “SCC Online” has several “critical accessibility issues.” From the login page to search functionality, including filtering and downloading pages, the website is poorly accessible, as the keyboard cursor either gets stuck or screen readers fail to read the desired options. The authors flagged accessibility issues to SCC Online officials, but despite assurances, no improvement has been seen. 

Recently, the Court of Chief Commissioner for Persons with Disabilities issued a slew of directions against Ola, India’s leading mobility platform, to make their application and services more accessible to persons with disabilities. The accessibility of the websites and applications of fintech firms such as Zerodha and Cred, newspapers including Hindustan Times and Indian Express, and e-marketplaces such as Amazon and Flipkart are also under scrutiny.

Needless to say, these examples are just the tip of the iceberg. Numerous other platforms, both public and private, are riddled with identical or even more severe accessibility challenges, perpetuating a form of “digital apartheid.” These rampant issues highlight a systemic neglect of digital inclusivity, which not only flouts legal mandates but also alienates a significant portion of the population from digital mainstreaming.

Constitutionally guaranteed right, international framework

Access to the internet acts as a catalyst for realizing other constitutionally protected rights, underscored the Supreme Court in the landmark case of Anuradha Bhasin vs. Union of India. This principle is even more pronounced for persons with disabilities, for whom both “access to the internet” and “accessible internet” are not just conveniences but essential lifelines. 

Due to infrastructural barriers and mobility restrictions (caused by certain disabilities), people rely heavily on the web to access essential services, including education, employment opportunities, and entertainment services, on par with others. But the deep-rooted digital divide and institutionalised barriers faced by persons with disabilities in the digital domain result in the exclusion of millions from the socio-economic sphere. So it is reasonable to argue that depriving persons with disabilities of internet access  – even by inaction – not only hampers their ability to effectively exercise their constitutional and legal rights but also isolates them from the parallel digital world, further entrenching their marginalisation. Echoing this notion, the Supreme Court, in the case pertaining to the Covid-19 vaccination distribution, had directed the government to conduct a disability audit for the CoWIN website and the Aarogya Setu app to make them accessible for persons with disabilities, tacitly recognising the right to web accessibility.

At the global level, as per Article 9 of the United Nations Convention on the Rights of Persons with Disabilities, to which India is a party, the state parties must ensure equal access to “information and communications, including information and communications technologies and systems” for persons with disabilities. 

In 2014, the UNCRPD Committee further released General Comment 2 on Accessibility to urge state parties to focus on accessibility issues in an effective manner. Additionally, the Sustainable Development Goal “Target 9.8” also aims to achieve universal access to information and communications technology services for everyone.

What are the policies and guidelines in India? 

In 2009, the then-UPA government implemented the Guidelines for Indian Government Websites, or GIGW, to ensure that government websites conform to the essential prerequisites of the UUU trilogy: usable, user-centric, and universally accessible. The revised second version of the guidelines was released in 2019, followed by the third in 2023. 

Meanwhile, the National Policy on Universal Electronic Accessibility was introduced in 2013, marking a significant step towards ensuring equitable access to information and communication technologies for all, including persons with disabilities. Clause 6.4.2 of the policy outlines that all citizen-centric websites should be made accessible, not merely government and disability-focused websites.

In December 2015, the Department of Empowerment of Persons with Disabilities launched the Sugamya Bharat Abhiyan (Accessible India Campaign). Particularly, Objective 5 of the campaign aims to make public websites meet internationally recognised accessibility standards – those defined by the International Organization for Standardization criteria, specifically outlined in ISO/IEC 40500:2012, Information Technology – W3C Web Content Accessibility Guidelines (WCAG) 2.0.

In 2016, to comply with the UNCRPD, the Rights of Persons with Disabilities Act, 2016 was enacted. Chapter 8, pertaining to “accessibility,” and Sections 40 and 42 mandate that all information and communication technology services, including appropriate technologies and systems, shall be disabled-friendly, based on universal design. Under Rule 15 of the Rights of Persons with Disabilities Rules, 2017, it is inter alia obligated that every establishment shall comply with certain standards relating to information and communication technology. 

Amending the RPwD Rules 2017, the Rights of Persons with Disabilities (Amendment) Rules, 2023, was notified. For ensuring web accessibility, the Indian Standard Accessibility for the ICT Products and Services, 2023, was enforced with two parts – part 1 deals with requirements related to ICT products and services for persons with specific needs, and part 2 is related to the determination of conformance.

Way forward for building digital accessibility

The web is a gateway to endless possibilities, yet existing inaccessibility creates a labyrinth of exclusion for millions. Each inaccessible website is a reminder of a failure in extending the most basic of human rights — the right to be included. 

To achieve true digital inclusion, India must prioritise adequate funding, robust enforcement of accessibility standards, proper accessibility auditing of web services, continuous monitoring, and regular upgrades of digital platforms.

Governments, corporations, developers, and individuals must work together to build digital environments that are welcoming and accessible to all, as it benefits everyone, not just persons with disabilities. Accessible websites and applications feature adaptive interfaces, simpler navigation, improved readability, responsive design, and a seamless experience. 

By adopting web accessibility, businesses can increase market reach, improve SEO and web performance for higher visibility, enhance brand reputation, and deliver a better user experience for higher customer satisfaction. The journey toward digital accessibility is a shared responsibility that calls for collective action. It is not just about legal compliance; it is about creating a society that cherishes sustainability, diversity, and inclusion at its core.

Masoom Reza is a research fellow at the National Centre for Promotion of Employment for Disabled People.