Everyday transactions enter the scope
The legislation implements the European Accessibility Act in Poland. Its product list includes general-purpose consumer computers, payment terminals, cash machines and electronic book readers. Covered services include e-commerce, consumer banking and specified digital elements of passenger transport, such as ticketing and travel information. These are activities through which people buy goods, manage money and organise journeys. The requirements attach to defined products and services, so the practical question for a business is which of its activities falls within the law and what obligations follow. [1][2]
Consumers gain a complaint route
The Financial Ombudsman explained the new complaints system on 1 July 2025. Consumers can complain directly to a provider when a covered service does not meet accessibility requirements. The provider normally has 30 days to respond, or 60 days in exceptional cases. A separate notification can be sent to PFRON, the state disability rehabilitation fund, which handles it or refers it to the competent supervisory authority. The Financial Ombudsman supervises accessibility in consumer banking; responsibility in other sectors belongs to the designated bodies. [3][1]
Coverage has defined limits
The act does not impose a universal requirement to remove every architectural barrier. Services supplied by microenterprises are exempt, and transitional provisions apply to certain existing arrangements and equipment. The ministry also identifies provisions concerning disproportionate burdens or a fundamental alteration of a product or service. These limits matter when interpreting the commencement date: 28 June 2025 was the start of a defined legal regime, rather than evidence that every shop, website or cash machine in Poland had become accessible overnight. [1][2][3]
Enforcement makes the change practical
For a person unable to complete a purchase or use an account independently, the reform creates identifiable duties and routes to challenge a barrier. Financial Ombudsman Michał Ziemiak said his office was ready to supervise the new duties and protect consumers. His office explains that supervision can result in an instruction to make a service compliant, a financial penalty or, in the most serious cases, a prohibition on providing it. Businesses therefore face questions about the accessibility of the whole covered service, including the information needed to use it. The legislation and the supervisory guidance establish those responsibilities; neither document measures nationwide compliance after implementation. [3][1]