Accessibility in public buildings, shops, websites and apps

Key rules

• Buildings and shops: Existing public buildings, spaces, shops and services have been required to be accessible since 4 December 2017.
• Public websites and apps: Public-sector websites have had to be accessible since 2019 (new) and 2020 (existing), and mobile apps since 23 June 2021.
• European Accessibility Act: Covered products and services, such as banking, online shopping and e-books, must be accessible from 28 June 2025.
• Small businesses: Service-providing microenterprises, with fewer than 10 staff and turnover or balance sheet up to 2 million euros, are exempt from the European Accessibility Act.
• Refusal to adapt: A refusal to make reasonable adjustments is discrimination, and you can complain or claim.

The short answer

Most of the deadlines have already passed. Existing buildings, public spaces, shops and services open to the public have had to be accessible since 4 December 2017. Public websites and apps have had to meet accessibility standards since 2019 to 2021. Since 28 June 2025, many private digital products and services must be accessible too. The timeline below lists each date.

Buildings and public spaces

Existing buildings, streets and public spaces had to meet basic accessibility conditions by 4 December 2017. This applies throughout Spain, wherever the place is open to the public and "ajustes razonables" apply.

The technical standards cover entrances, ramps, lifts, toilets, signage and street layout. They come from the national building code, a national rule on urban spaces and buildings with its technical order, and regional rules. Regions can set stricter requirements, so ask your town hall or regional government about local standards. Transport has its own earlier deadlines.

Shops and services

A shop, business or service open to the public must be accessible. If adapting would be a disproportionate burden, it must still make ajustes razonables, meaning sensible changes that fit its size and resources.

Refusing to adapt is discrimination. If it happens to you, you can:

• complain to your town's or region's consumer or disability authority;
• ask for an administrative sanction, with fines that rise with the severity of the breach;
• bring a civil claim for damages and for the adaptation to be made;
• use the arbitration system for equal opportunities and non-discrimination.

Public websites and apps

Public-sector websites and mobile apps must be accessible, following the European standard that in practice means WCAG 2.1 level AA. Each public body must publish an accessibility statement and offer a way to send feedback or complaints.

If your complaint goes unanswered or the reply is unsatisfactory, you can escalate it through the complaint channel run by the ministry in charge of digital transformation.

Private digital products and services: the European Accessibility Act

Since 28 June 2025, covered products and services in Spain must be accessible. Covered products include:

• smartphones, computers and operating systems for consumers;
• payment terminals, ATMs, and ticketing and check-in machines;
• e-readers and TV equipment for digital TV services.

Covered services include:

• phone and internet services;
• audiovisual media access services;
• air, bus, rail and waterborne passenger transport (websites, apps and e-tickets);
• consumer banking;
• e-books;
• online shopping.

Transitional rules soften this. Products placed on the market before that date, and some service contracts signed before it, can continue until they end. Self-service terminals already in use can stay for up to 20 years.

Microenterprises providing services are exempt. That means fewer than 10 staff and turnover or balance sheet up to 2 million euros. Other businesses can claim an exemption if compliance would be a disproportionate burden or would fundamentally change the product or service.

Where to complain about private digital services

Enforcement depends on the sector. Complaints go to the competent authority, usually through a consumer office:

• general consumer matters: the consumer ministry or your regional consumer authority;
• phone, internet and audiovisual services: the digital-transformation ministry;
• banking and financial services: the Bank of Spain or the stock-market regulator;
• transport: the aviation or rail safety agencies, depending on the mode;
• products: the industry ministry.

The Defensor del Pueblo, Spain's ombudsman, is a fallback if you get nowhere. The FAQ below answers common questions.

Timeline and deadlines

• Existing buildings, public spaces, shops and services had to meet basic accessibility, with reasonable adjustments where full adaptation is a disproportionate burden: Already in force since 4 December 2017

• New public-sector websites had to be accessible: In force since 20 September 2019

• Existing public-sector websites had to be accessible: In force since 20 September 2020

• Public-sector mobile apps had to be accessible: In force since 23 June 2021

• European Accessibility Act rules start for covered products and services such as banking, e-commerce, e-books and ticket machines: Apply from 28 June 2025; products already on the market and some earlier service contracts can continue until they end, and self-service terminals can stay in use up to 20 years

Frequently asked questions

Can I take action if a shop refuses to adapt for me?

Yes, you can complain or claim, because refusing a reasonable adjustment counts as discrimination. You can complain to a consumer or regional disability authority, ask for a fine to be imposed, or bring a civil claim for damages and for the adaptation. An equal-opportunities arbitration system is also available.

Does a small business have to follow the European Accessibility Act?

Service providers with fewer than 10 staff and turnover or balance sheet up to 2 million euros are exempt from the European Accessibility Act. Larger businesses selling covered products or services, such as banking, e-commerce, e-books or ticket machines, must comply. A business can also be excused where adapting would be a disproportionate burden.

Where do I complain about an inaccessible public website or app?

Start with the complaint channel the public body must offer on its site.

Who handles complaints under the European Accessibility Act?

Complaints go to the authority for the sector, commonly through a consumer office. Banking goes to the Bank of Spain or the CNMV, transport to bodies such as AESA and AESF, and phone or media services to the digital-transformation ministry.