Accessibility
Starting on 28 June 2025, every organisation will have to comply with the digital accessibility rules. Information about our digital accessibility can be found on this page. We explain the steps we are taking to make sure our website, personal pension page and app comply with all the rules, both today and in the future.
Pensions accessible to all
Our mission is to make your pension more personal. We want to make pensions simple and clear for all participants. We are here to help you, whether you have a disability or not. We make sure that our communications are easy to understand, and that you have a say in your pension and can make your own choices. To do this, go to your personal pension page or use our ‘My Pension’ app. At BeFrank, we are happy to help you!
Digital accessibility rules
Digital accessibility rules are coming into effect on 28 June 2025. Organisations must make their services accessible to everyone within five years following that date. The aim of the new law is to make sure everyone can participate, including people who cannot see, hear, read or move well. These rules only relate to accessibility for consumers, which include all participants who have a pension with BeFrank through their current or previous employer. They do not relate to accessibility for employers that have arranged their pensions with BeFrank. Over the next few years we will take steps to make we comply with all the accessibility rules by June 2030.
We are here for you!
Are you unable to read something? Is there something you do not understand? Or do you have any questions or suggestions when it comes to accessibility? In that case, please contact our customer service department. We are a human organisation that does not use recorded messages. We speak Dutch and English. You can always send an e-mail to klantenservice@befrank.nl. We can be reached every business day between 8:00 a.m. and 6:00 p.m. on WhatsApp on 06 – 8311 8659 and by telephone on 020 – 562 1100.
Our digital accessibility
The rules on digital accessibility are explained below. These rules cover various topics. You can also find out how BeFrank complies with these rules. We have already started working on a number of topics. Although our information is not easily accessible to everyone at the moment, we can always help you. For example, we can help you to receive the information you want in a different way.
In the final part of this statement, we explain how we are complying with the rules and indicate the areas where we are still working on improving accessibility. For example, you might come across information that cannot be read out loud yet or pictures that are not clearly visible. Please bear with us while we work on this. We are always available to help you if you come across any problems.
1.Clear language that is easy to understand
We make pensions as simple as possible. We explain everything in language that is easy to understand. Sometimes we have to use certain words, for example because we have to by law. In that case, we explain those words so that it is clear what we mean. We do all of this in Dutch and in English because we want you to really understand your pension and know what choices you can make. If you do not understand something, however, you can always contact our customer service department.
2. Information can be found in different places
- You can find general information about your pension at www.befrank.nl.
- You can find personal information about your pension on your personal pension page. Or you can download the ‘My Pension’ app from the AppStore or Google Play.
- More information about the pension can be found in digital newsletters, emails and online documents (for instance, PDF files).
- If your employer agrees, you can also arrange the information we must provide by law to be sent to you by post. To do this, please complete the ‘Preference for provision of information’ form under ‘Documents’ on your personal pension page.
3. Reporting choices and changes
To report your choices and changes to your pension to us, go to your personal pension page. We make sure that you are always able to report changes and your choices, even if you are unable to see, hear or talk, for example, and that you are always able to contact us.
4. Videos and sound
We use videos to give you more information about your pension, situations or choices. At the moment, there are no spoken (auditory) descriptions of what you can see in the videos or any written texts (transcripts) of the words spoken in the videos. Most of the videos already have Dutch or English subtitles yet, but some do not.
5. Flashing lights and rapidly changing images
As we do not use flashing lights or rapidly changing images for any information, you can view the information comfortably.
6. Photos and images
We use images, such as graphs, drawings and tables, to give you more insight into your pension. Not all of these images are easily accessible to everyone. Some informative images do not yet have a text-based alternative, and not all graphs, tables and drawings use colours that comply with the rules.
7. Font and colours
Some of the colours and contrasts used do not comply with the rules yet. The font and font size are currently not ideal for all readers.
8. Buttons and links
Sometimes the buttons and links used in text are not entirely clear. This can happen, for example, if a link has not been underlined, or if the link does not include a proper description of what can be found if you click the link.
9. Time spent in the app
If you are logged in but are inactive for a certain period of time, your login session will end automatically for security reasons. At the moment, it is not possible to extend your login session in the app or on your personal pension page by pressing a button. You have to log in again instead.
10. Use of resources
Some elements (such as interactive elements) and texts are not yet fully accessible if you use keyboard navigation, a screen reader or other tools. As a result, information can sometimes be difficult to hear, read or access.
We are working hard to improve our accessibility
We believe digital accessibility is crucial for the way we work and for the development of our communications, products and services. We carry out various checks to make sure our services and products comply with the rules, and we ask our suppliers to do the same. We listen to the feedback from our participants, employers and advisors. We stay abreast of opportunities and new developments, including in the area of technology. We do all of this with to make sure we will comply with all the legal rules on accessibility by 2030. Broadly speaking, the steps we will take are as follows:
Step 1
We will start by making www.befrank.nl more accessible. To begin with, we will adapt the videos. We will then make various elements of the site, such as the font size, headings and colours, more accessible. Over the next few years, all other means of communication, including the newsletter, e-mails and online documents, will be made more accessible.
Step 2
To make information more accessible, in 2025 we will carry out a qualitative study to identify the improvements participants would like see when it comes to navigating the personal pension page and app. Their designs will be adapted at the beginning of 2026 with the aim of complying with the new digital accessibility requirements.
Step 3
You will start to notice improvements to the personal pension page and the app in 2026.
If you have any complaints or ideas for improvements, please let us know.
Statement
This statement is based on an accessibility study that was carried out in 2025 by the Accessibility Foundation, which is part of Bartiméus (www.accessibility.nl). We arrange for this study to be carried out every year. To find out more about the study, please contact our customer service department.
This statement was drawn up on 26 June 2025 and will be updated following changes in our digital accessibility, for example.