Accessibility Statement

Willingness Malta Version 1.1 — 6 April 2026 Next scheduled review: 6 April 2027

Our commitment to accessibility

Willingness Malta is committed to making our websites accessible to everyone, including people with disabilities. We believe that mental health, wellbeing, and family support services should be available to all members of our community, regardless of ability, and that starts with the digital environment through which people first reach us.

This statement explains how accessible our websites are, what we’ve done to improve them, the areas where we know we still fall short, and how you can get in touch if you have feedback or need information in a different format.

This statement applies to the following websites operated by Willingness Malta:

willingness.com.mt
sexclinicmalta.com
Any subdomains and campaign landing pages operated by Willingness

Compliance status

Our websites aim to conform to the Web Content Accessibility Guidelines (WCAG) 2.1 level AA and the requirements of EN 301 549, the European harmonised standard for digital accessibility, as referenced by the European Accessibility Act (Directive (EU) 2019/882).

Our current compliance status is partially compliant. This means that while large parts of our websites meet the accessibility requirements, there are some areas where we know we do not yet fully meet the standard. We are working to address these, and we describe the known limitations below.

Willingness Malta has not commissioned a formal third-party accessibility audit to date. Our assessment is based on internal review, ongoing user feedback, and the accessibility tooling integrated into our websites. We intend to consider an independent audit as our resources and priorities allow.

What we have done to make the sites accessible

We have taken the following steps to improve accessibility across our websites:

UserWay accessibility widget is installed on our websites. This allows visitors to adjust the presentation of content to suit their needs, including options for larger text, increased contrast, cursor adjustments, a reading guide, keyboard navigation enhancements, dyslexia-friendly fonts, and screen-reader compatibility improvements. The widget can be opened from the accessibility icon on every page.
Responsive design — our websites adapt to different screen sizes, including mobile phones and tablets, so content remains readable and navigable on smaller devices.
Semantic HTML structure — we use heading levels, landmarks, and descriptive link text to help assistive technologies interpret page content.
Keyboard navigation — core pages and booking flows can be navigated using a keyboard alone, without requiring a mouse.
Colour contrast — we aim to maintain sufficient contrast between text and background across the main content areas of our websites.
Alt text for images — we add descriptive text to meaningful images so that screen readers can convey their content to users who cannot see them.
Form labels — form fields include visible labels and, where relevant, instructions and error messages to help all users complete them correctly.
Ongoing review — accessibility is considered when we add new pages, features, or content to the websites.

Known limitations

We are honest about the areas where our websites do not yet fully meet WCAG 2.1 AA. We are working to improve these over time.

Known limitations currently include (but may not be limited to):

Older content — some blog posts, articles, and pages published before we formalised our accessibility practices may contain images without descriptive alt text, inconsistent heading structures, or tables that are not fully accessible to screen readers.
Embedded third-party content — videos, maps, social media embeds, chat widgets, and other content provided by third parties (for example, Google Maps, YouTube videos, HubSpot or Help Scout chat widgets) are not always fully accessible, and we do not control their source code.
PDF documents — some downloadable documents and older uploaded files may not be fully accessible (for example, scanned PDFs that are not machine-readable, or documents without proper heading structure or tagged content).
Complex content — some infographics, charts, or illustrated material may not have full text alternatives.
Form uploads — our Kadence-based upload forms have been tested with keyboard and screen reader, but some error states and validation messages may not be announced consistently by all assistive technologies.
Colour contrast — while we aim for AA contrast across core templates, individual pages, promotional banners, or imported designs may occasionally fall below the standard.
Language attributes — some pages may not have the correct language attributes set for all content sections, which can affect screen reader pronunciation.

We aim to address these limitations as part of regular site maintenance and during any redesign or content update cycle.

What UserWay does — and what it does not do

We want to be clear about the accessibility widget on our websites. UserWay is a helpful tool that lets visitors adjust how our sites look and behave to suit their individual needs. It is not, however, a substitute for underlying accessibility. It complements the structural work we do on the sites rather than replacing it.

UserWay helps with:

Text size and spacing adjustments
Contrast and colour adjustments, including dark mode, high contrast, and invert colours
Keyboard navigation enhancements
A reading guide and reading mask
Cursor and link highlighting
Dyslexia-friendly fonts
Pausing animations
Alt text reading for images where available

UserWay does not:

Fix missing or incorrect alt text on images
Rewrite inaccessible HTML structure
Make third-party embedded content accessible
Replace the need for ongoing accessibility work on the site itself

If you rely on assistive technology and encounter a barrier on our websites, please do contact us — your feedback directly informs what we fix next.

Feedback and contact

We welcome feedback on the accessibility of our websites. If you experience any difficulty using our websites, if you find content that is not accessible to you, or if you need information from our websites in an alternative format (for example, large print, plain text, or another format), please contact us and we will do our best to help.

How to contact us about accessibility:

Email: [email protected] (please include “Accessibility” in the subject line so we can prioritise your message)
Phone: +356 79291817
Post: Accessibility Feedback, Willingness Hub, Qolla Street, Żebbuġ ZBG 1511, Malta

When you contact us, it helps if you can tell us:

The web address (URL) of the page where you encountered the problem
What you were trying to do
What went wrong, or what was not accessible to you
What assistive technology you were using (if any), such as a specific screen reader, browser, or operating system

Our response commitment: We aim to acknowledge accessibility feedback within 5 working days and to provide a full response, including any action we intend to take, within 20 working days. Where a fix will take longer, we will tell you what we’re doing and when you can expect it.

Enforcement and complaints

If you are not satisfied with how we respond to your accessibility feedback, you have the right to escalate your concern to the relevant authority in Malta.

Market surveillance for digital accessibility in Malta falls under the remit of the Malta Communications Authority (MCA), which is Malta’s designated market surveillance authority for electronic communications and related digital services under European Union directives, including the European Accessibility Act.

Malta Communications Authority (MCA) Valletta Waterfront, Pinto Wharf, Floriana, FRN 1913, Malta Phone: +356 2133 6840 Email: [email protected] Website: https://www.mca.org.mt

You may also contact the Commission for the Rights of Persons with Disability (CRPD Malta) if you believe you have been discriminated against on the basis of disability in your access to our services or websites:

Commission for the Rights of Persons with Disability (CRPD) Bugeja Institute, Braille Street, Santa Venera SVR 1619, Malta Phone: +356 2278 8555 Email: [email protected] Website: https://www.crpd.org.mt

Before contacting either authority, we would appreciate the opportunity to resolve your concern directly. Please contact us first at [email protected] so we can investigate and respond.

Preparation of this statement

This accessibility statement was prepared on 6 April 2026 and last reviewed on 6 April 2026.

The statement is based on a self-assessment carried out by Willingness Malta, reviewing our websites against WCAG 2.1 AA criteria, user feedback received to date, and the functionality provided by the UserWay accessibility widget. We have not yet commissioned an independent third-party audit.

We review this statement at least annually. The next scheduled review is 6 April 2027. We will also update this statement sooner if significant changes are made to our websites, if we receive feedback that indicates new accessibility issues, or if legal requirements change.

Technical information

Standards targeted: WCAG 2.1 level AA, EN 301 549
Accessibility tooling: UserWay widget
Content Management System: WordPress with Kadence theme
E-commerce platform: WooCommerce
Forms: Kadence Blocks forms with hCaptcha protection
Hosting: DigitalOcean, with Cloudflare in front for content delivery and security

Continuous improvement

Accessibility is an ongoing process, not a single project. We commit to:

Considering accessibility when we publish new pages and content
Addressing issues raised by users as a priority
Revisiting this statement regularly and updating it when things change
Looking into a formal third-party accessibility audit as our resources allow

If you have suggestions for how we can improve — even small ones — please do share them with us at [email protected]. We would rather know about a problem than leave it unnoticed.

This Accessibility Statement should be read alongside our Privacy Policy, Cookie Policy, and Terms & Conditions.