§  6.11   Information, documentation, and training.

   (a) Manufacturers and service providers shall ensure access to
   information and documentation it provides to its customers, if readily
   achievable. Such information and documentation includes user guides,
   bills, installation guides for end-user installable devices, and
   product support communications, regarding both the product in general
   and the accessibility features of the product. Manufacturers shall take
   such other readily achievable steps as necessary including:

   (1) Providing a description of the accessibility and compatibility
   features of the product upon request, including, as needed, in
   alternate formats or alternate modes at no additional charge;

   (2) Providing end-user product documentation in alternate formats or
   alternate modes upon request at no additional charge; and

   (3) Ensuring usable customer support and technical support in the call
   centers and service centers which support their products at no
   additional charge.

   (b) Manufacturers and service providers shall include in general
   product information the contact method for obtaining the information
   required by paragraph (a) of this section.

   (c) In developing, or incorporating existing training programs,
   manufacturers and service providers, shall consider the following
   topics:

   (1) Accessibility requirements of individuals with disabilities;

   (2) Means of communicating with individuals with disabilities;

   (3) Commonly used adaptive technology used with the manufacturer's
   products;

   (4) Designing for accessibility; and

   (5) Solutions for accessibility and compatibility.

   [ 64 FR 63251 , Nov. 19, 1999, as amended at  72 FR 43558 , Aug. 6, 2007;
    73 FR 21252 , Apr. 21, 2008]

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Subpart D--Enforcement

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