Provide more than one way to give feedback

Quick Actions

Explain clearly how people can send feedback, and what help or support is available.
Give people more than one accessible way to report problems they encounter during submitting feedback.

Long-term Actions

Let people share feedback in different ways, like an online form, email, physical mail, phone, or small group sessions.
If you want feedback from a specific group, use a method they already trust and feel comfortable using.
Choose feedback options that fit the community you’re working with.

Examples

India – Bureau of Indian Standards (BIS) BIS offers multi-platform feedback via accessible online forms, email, phone, and postal mail. They also use mobile apps and SMS for easy participation.
Mexico – Dirección General de Normas (DGN) DGN provides accessible online forms, phone, and in-person feedback options. They run mobile feedback stations in remote areas.
Italy – UNI UNI offers a screen reader-compatible feedback platform and accepts feedback via online forms, email, and post. They also provide plain language summaries of technical documents.
New Zealand – Standards New Zealand (SNZ) SNZ provides accessible digital feedback forms and also allows feedback via email, phone, and face-to-face interactions, with direct assistance available.
Canada – Digital Governance Standards Institute (DGSI) DGSI uses a platform called Konveio to publicly share draft standards and collect feedback. Anyone can review the document directly on the platform and add comments. For those who cannot access Konveio, a Word version is available upon request. The team then manually integrates feedback from both sources. This dual-format process ensures transparency and accessibility during both the drafting and public comment stages.

Barriers these actions address

Inaccessible feedback mechanisms

Why is this a problem?

Most feedback systems use digital tools that not everyone can use. Some online forms do not work with screen readers or other assistive technology. Requiring people to email a committee chair instead of using the standard feedback channels can deter people from providing feedback.

Ways to address the barrier

Allow anonymous feedback opportunities
Check and improve accessibility
Ensure websites are accessible
Establish continuous feedback loops
Measure the developed standard's impact with affected communities
Provide more than one way to give feedback

Lack of public awareness of the standards feedback process

Why is this a problem?

Many people don’t know they can give input on standards during the enquiry stage. When people don’t know how or when to provide feedback, participation is low, and standards may not meet everyone’s needs.

Common problems include:

People being unaware of when public consultation periods happen.
Drafts being published online but without outreach, so few people see them.
Less contribution because of missed notifications.

Ways to address the barrier

Allow anonymous feedback opportunities
Create an opportunity for public feedback before withdrawal
Establish continuous feedback loops
Measure the developed standard's impact with affected communities
Provide more than one way to give feedback

Lack of transparency in how feedback is processed

Why is this a problem?

People often do not know what happens to their feedback or if it makes a difference. This can make participation feel pointless, especially for marginalized communities. When the process is unclear, people may stop taking part.

Common problems include:

No clear explanation of how feedback is evaluated or decisions are made.
No explanation about why some suggestions are accepted and others are rejected.
Feedback that affects communities disproportionately may carry less weight.
Lack of transparency reduces trust in the process.

Ways to address the barrier