We want everyone who visits the Customer Portal website (MySHG) to feel welcome and find the experience rewarding.

What are we doing?

To help us make the Customer Portal website (MySHG) a positive place for everyone, we've been using the Web Content Accessibility Guidelines (WCAG) 2.1. These guidelines explain how to make web content more accessible for people with disabilities, and user friendly for everyone.

The guidelines have three levels of accessibility (A, AA and AAA). We’ve chosen Level AA as the target for the Customer Portal website (MySHG).

How accessible is our website?

  • Not all autocomplete fields within the Customer Portal (MySHG)ortal will be able to be read by screen readers.
  • Some buttons don’t have the right contrast ratio which may be difficult for those with poor eye sight.
  • Some autocomplete values are inappropriate for the the type of value required.

The Customer Portal (MySHG) has been tested and all other areas of WCAG 2.1. are met throughout the website.

How are we doing?

We're working hard to achieve our goal of Level AA accessibility, but we realise there are some areas that still need improving. The areas of WCAG 2.1 in which we are not compliant are numbered below. The following information explains what we're doing to improve.

1.3.5: Identity Input Purpose

The auto-complete attribute is incorrectly used in email address field in the My-details page, meaning that screen readers will have difficulty reading it.

1.4.3: Text elements must have sufficient colour contrast against the background

Civica is addressing the colour contrast combinations and adjusting them accordingly to meet an expected contrast ratio of 4.5:1. This is applicable in many areas of the portal and is being implemented and tested before release.

This issue can be found on any page where this is either a log in or log our button.

4.1.2: Buttons must have discernible text

A Series of issues regarding item 4.1.2 have been identified within the Customer Portal (MySHG). In order to be WCAG compliant Civica will be amending a selection of these prior to release. The noncompliant items are as follows: Element does not have inner text that is visible to screen readers.

This problem lies within the booking an appointment screen and rearranging an appointment screen.

Technical information about this websites accessibility

Civica is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines 2.1 AA standard, due to the non-compliances listed below.

The full guidelines are available at: Web Content Accessibility Guidelines version 2.1.

Non-accessible content

The content listed below is non-accessible for the following reasons.

Non-compliance with the accessibility regulations.

The following items do not comply with the WCAG 2.1 AA success criteria:

Success Criterion 1.4.3 Text elements must have sufficient colour contrast against the background

The visual presentation of text and images of text has a contrast ratio of at least 4.5:1, except for the following:

Large Text

Large-scale text and images of large-scale text have a contrast ratio of at least 3:1;


Text or images of text that are part of an inactive user interface component, that are pure decoration, that are not visible to anyone, or that are part of a picture that contains significant other visual content, have no contrast requirement.


Text that is part of a logo or brand name has no contrast requirement.

Please see the How are we doing? section for how we are addressing this.

This is a link to the issue description: https://dequeuniversity.com/rules/axe/3.5/color-contrast 

Success Criterion 4.1.2 Buttons must have discernible text

How to Meet Name, Role, Value

For all user interface components (including but not limited to: form elements, links and components generated by scripts), the name and role can be programmatically determined; states, properties, and values that can be set by the user can be programmatically set; and notification of changes to these items is available to user agents, including assistive technologies.

Success Criterion 1.3.5 Autocomplete attribute must be used correctly

Identify any form elements that accept an individual's personal data and or each form element that accepts an individual's personal data:

  • Check to see if the personal data is one of the 53 types identified in WCAG 2.1
    Section 7 Input Purposes for User Interface Components opens in a new window.
  • Confirm that the autocomplete attribute is

Disproportionate burden

We are not currently claiming that any accessibility problems would be a disproportionate burden to fix.