Accessibility statement for My PFA

We strive to make My PFA as accessible as possible for our customers and are continuously working to improve accessibility so that all our customers have equal access - including customers with disabilities. 

This accessibility statement describes how PFA's customer portal My PFA - both on the website www.mitpfa.dk and the mobile app My PFA - is made accessible to our customers, and how My PFA complies with the accessibility requirements for e-commerce services regulated in the Act on accessibility requirements for products and services. The statement also describes how customers can contact us with inquiries regarding accessibility of My PFA. 

About My PFA

My PFA gives you access to a personal website that you can log on to using your MitID or a password. My PFA contains information about your pension plan and value propositions associated with being a customer with us. My PFA also gives you certain options to customise your pension savings and/or your insurance plans, e.g. change the way your pension savings are invested or adjust the size of an insurance policy.

Access to My PFA is conditional on you being a customer with us. Creating a new customer relationship with PFA can therefore not be done via My PFA.

You have the option to make certain adjustments to your pension savings and/or insurance plans on My PFA if you prefer a self-service solution. You also have the opportunity to adjust your plan at a physical or digital meeting with one of our advisers. You can arrange a meeting by calling us at (+45) 70 12 50 00. You can also get advice by calling the PFA Advisory Service Centre at (+45) 70 12 50 00.

Accessibility on My PFA 

My PFA can be used through various assistive devices, such as a screen reader and keyboard, so it is accessible to customers with different disabilities and functional impairments. 

Below you can read about how the content on My PFA that is relevant for customising your pension plan meets the accessibility requirements. 

Information and functions on My PFA are presented in the following way so that they are easy to understand: 

  • Non-text-based content, such as images, has alternatives in the form of written descriptions, so customers with visual impairments can, for example, use a screen reader to convey the meaning of the images that are important for understanding the content.
  • If we upload time-dependent media on My PFA, such as pre-recorded video or audio content, we also provide alternatives to these in the form of subtitles, for example.
  • We try to make content easier to see by using colour and contrast between text and background etc. and providing the ability to zoom out to 200 per cent without the use of compensating technology so that people with impaired vision can read the content.

How we help you use My PFA's components, features and navigation:

  • You can navigate My PFA using a keyboard or screen reader
  • You get adequate time to read and apply relevant content
  • Content is designed not to cause physical reactions, such as an epileptic seizure
  • We have implemented intuitive navigation mechanisms wherever possible.

We focus on making information and operation of My PFA easy to understand:

  • We strive to use easy-to-understand and clear language so that everyone can understand relevant information on My PFA, even though some products can be complicated. 
  • Features on My PFA are presented and function in a predictable way, including navigation across My PFA is as consistent and intuitive as possible. 
  • You get help to avoid and correct errors. For example, you can correct entries and if errors occur during input, you can correct or cancel your input.

Our content on My PFA is robust so you can stably use compensating technologies:

  • My PFA content uses well-defined and compatible web standards.
  • My PFA works on desktop, tablet and smartphone.
  • My PFA works correctly with screen readers and keyboard. 
  • We use web technologies that can be updated and supported in the future to ensure that content remains accessible.

On My PFA, we have also made the functionality for identification, security and payment easily accessible and ensured that identification methods, electronic signatures and payment services are usable, understandable and robust. We have done this in similar ways as described above. 

Technical specifications

My PFA is designed based on harmonised standards:

  • EN 301 549 (Harmonised European Standard “Accessibility requirements for ICT products and services”)
  • WCAG 2.1 (Web Content Accessibility Guidelines, Level A and AA). 

These harmonised standards contain a number of rules aimed at making websites and mobile applications accessible, including for people with disabilities.

Support

If you need assistance using My PFA, you are welcome to contact our Advisory Service Centre at (+45) 70 12 50 00.

Feedback and improvements

We are continuously working to improve the accessibility of My PFA. If you experience problems or have feedback for us, you can contact our accessibility manager at email: tilgaengelighedsansvarlig@pfa.dk. 

We respond within 14 working days.

Complaint

If you are not satisfied with the response from our accessibility officer, you can complain to PFA's complaints officer by using the following link: 
Submit your complaint to PFA

If you are still not satisfied with the accessibility of My PFA, you can file a complaint with the Danish Safety Technology Authority:
The Danish Safety Technology Authority,
Esbjerg Brygge 30
6700 Esbjerg
Phone: (+45) 33 73 20 00
email: sik@sik.dk

Ongoing follow-up

We have established procedures to ensure that relevant content on My PFA can comply with the accessibility requirements at all times, for example when changes are made to My PFA or to the accessibility requirements. We ensure this in the following ways, among others:

  • We carry out accessibility tests
  • We train relevant employees in accessibility
  • We have a process for following up on inquiries and complaints regarding non-compliance with accessibility requirements 
  • We have a process for implementing necessary corrective actions.

We update this accessibility statement on an ongoing basis, for example in the event of relevant changes to My PFA or when changes occur in accessibility requirements, harmonised standards or technical specifications.


This document was created on 24 June 2025.