New regulations for kiosks and self-service transaction machines? We’ve been here before.

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This is an article about action (and inaction) by a government agency in the United States. The agency is called The US Access Board. In 2022 the Board started to make new rules about self-service kiosks. The rules were about making them accessible for disabled people. Kiosks are machines designed for people to do things like order food and get health info without help. Disabled people often cannot use them. The Access Board also started to make rules on this topic twelve years ago. But they never finished. In September 2022 the Access Board wrote 9 questions to help them make new rules about kiosk access. The public wrote answers (also called comments). On May 24, 2024 the Access Board sent a proposed rule to the federal agency called the Office of Information and Regulatory Affairs. It sat there for many months. On January 29, 2025, the proposed rule was withdrawn by the trump administration. But even though there are no ADA regulations on the accessibility of this technology, many legal cases and settlements require kiosks to work for disabled people.

This article was first written in 2022. It was most recently updated in February, 2025. Link to updates appear after this summary.

Article updated

This article has been updated since it was first published on November 6, 2022. The most recent update was added on February 12, 2025. Read the updates for this article.

table top kiosks for ordering and paying at a restaurant

On September 21, 2022 the United States Access Board, a federal government agency, issued an Advanced Notice of Proposed Rule Making (ANPRM) about kiosks. The Notice is about the details for making self-service kiosks (alternatively referred to as self-service transaction machines (SSTMs)) independently usable by people with disabilities.

The image accompanying this article is an example of a self-service kiosk that the ANPRM is about. It is a restaurant machine that sits on a table, offers the menu, and let’s people order and pay. These particular kiosks used at Applebees were made accessible in 2018 as a result of a Structured Negotiation.

The September ANPRM is basically a set of questions the Board has asked as it considers issuing a Notice of Proposed Rule Making (NPRM) which is what really gets the regulatory ball rolling. The public can submit answers to the questions by November 21, 2022. The ANPRM explains how to submit comments by email, online, or by hard copy mail.

The Summary of the ANPRM says

The Architectural and Transportation Barriers Compliance Board (‘‘Access Board’’ or ‘‘Board’’) is issuing this Advance Notice of Proposed Rulemaking (ANPRM) to begin the process of supplementing its accessibility guidelines for buildings and facilities covered by the Americans with Disabilities Act of 1990 and the Architectural Barriers Act of 1968 to address access to various types of self-service transaction machines (SSTMs),including electronic self-service kiosks, for persons with disabilities.US Access Board September 2022 Kiosk and SSTMs ANPRM

The ANPRM says it is being issued to “begin the process” of writing new guidelines. But is this really the beginning?

Jump to these sections of this article:


2010 Accessible Kiosk ANPRM

In July 2010 I posted an article on this website titled Access Board Considers ADAAG Coverage for Self-Service Kiosks. What was it about? You guessed it: an Access Board 2010 Advanced Notice of Proposed Rule Making about the need for self-service kiosks that people with disabilities can independently and privately use.

The 2010 article included the detailed and extensive comments that civil rights lawyer Linda Dardarian and I had submitted to the Access Board in response to questions about the need for accessible kiosks. We wrote about various types of kiosks that needed access (in healthcare, education and retail and more). We wrote about what was good and bad about the ANPRM. And we answered specific questions not unlike those in the current ANPRM.

The 2022 ANPRM says the Board “postponed” the 2010 effort to focus its attention on the then-pending 508 “refresh.” The 508 update was finalized in 2017, and was included in my March 2017 Digital Accessibility Legal Update.

I remember the work that went into drafting the detailed comments captured in my 2010 article. By 2010 Linda and I and our clients in the blind community had worked with most of the country’s financial institutions to develop and install Talking ATMs, a classic example of a self-service transaction machine. (Talking ATMs, along with fare machines, are the only self-service machines with specific accessibility regulations. You can read about the history of these regulations in the article on this website titled New United States Talking ATM Regulations Now On Line.)

And we had worked with more than a dozen retailers on the issue of retail check-out devices at staffed locations (before the self-service machines of today). As told in my book, we had done that work in Structured Negotiation, without lawsuits, and poured our experience as well as research into other types of kiosks into our comments. Many disability organizations submitted their own comments that year, incorporating the comments in this article that we wrote for the community.

The number of self-service transaction machines has exploded in the dozen years since the Access Board’s first attempt to issue regulations. But disabled people’s needs for fully independent and accessible machines is the same. I hope whoever is working on comments this time around can benefit from the extensive research we did into the state of self-service kiosks at the time, and the privacy and security rights of the disability community in connection to this technology. (Please note that my article (like the last ANPRM) is twelve years old and many of the links are no longer active.)

Disabled advocates, civil rights lawyers, and kiosk manufacturers are not waiting for regulations

Regulations are important, and I hope this time around they happen. But fortunately for people with disabilities, the law (and kiosk manufacturers) are not waiting for regulations. On this website you can find an article titled Kiosk Accessibility: The Law is Paying Attention. First published in 2018, I update it with new developments in the accessible kiosk space.

In addition to news about accessible kiosk lawsuits, settlements, and Structured Negotiations, the article has a resource section for those who want more information about building self-service machines that disabled people can independently use. I hope the information is useful to both the Access Board and to members of the public who want to submit comments in response to the new ANPRM.

Other resources about the 2022 accessible kiosk ANPRM

Updates to this article

February 12, 2025 Update

As reported in the February 6, 2025 Update below, proposed technical regulations for kiosks (self-service transaction machines) in the United States were withdrawn by the trump administration during the first couple weeks in office.

But technology and accessibility are global. The following report on kiosk regulation under the European Accessibility Act (EAA) in the European Union was generously sent to me by Boryana Gotsova, Phd, an accessibility Compliance and Regulatory Advisor in Bulgaria.

The EAA applies to kiosks as described below that are manufactured or distributed by US companies.

Kiosk requirements in the European Union

[The following was written by Boryana Gotsova]

The European Union has already created rules on accessible kiosks. Directive (EU) 2019/882 on the accessibility requirements for products and services, also known as the European Accessibility Act (EAA), covers “self-service terminals”: payment terminals, ATMs, certain ticketing machines (such as travel ticket dispensers and bank office queuing ticket machines), check-in machines, and some of the interactive terminals offering information.

For products within these categories placed on the EU market after 28 June 2025, both the hardware and software must meet certain accessibility criteria. The requirements include text-to-speech technology, option to use personal headsets, adequate contrast, etc. EAA enforcement is decentralized, with each EU Member State designating one or more market surveillance authorities, who are competent to impose penalties, as well as to order remedial action.

The EAA is a good step in the right direction, but it has its caveats, as is often the case with rules negotiated among many countries. Not all self-service terminals are covered – only those dedicated to the provision of certain services (such as passenger transport, consumer banking, etc.). Then there are express exceptions, such as self-service terminals that are integrated parts of vehicles.

Furthermore, economic operators are allowed to prove that compliance with the full requirements for self-service terminals would constitute a “disproportionate burden” for them. In that case, they can offer a limited level of accessibility across all of their self-service terminals or offer a limited number of fully accessible terminals.

Besides, the EU Member States are allowed to give a national-level grace period for self-service terminals that are already on the market: up to 20 years after their entry into use. (This generous provision does not cover replacements made after 28 June 2025.) Divergences in national-level enforcement are to be expected as well. Nevertheless, the EAA sets a standard that will probably be raised in the future and might serve as a regulatory example for other jurisdictions.

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February 6, 2025 Update

The proposed regulations (also called a Rule) discussed in this article were dropped by the trump administration in its first nine days in office. This information can be found on the website of a federal agency with a long name that leads to the president of the United States: “Office of Information and Regulatory Affairs (OIRA), Office of Management and Budget (OMB) Executive Office of the President.”

On January 29, 2025, the website reported that the proposed rule about making kiosks (also called self-service transaction machines) accessible to disabled people was “withdrawn.”

So many years of work and waiting, ended with a single word. Visit the webpage withdrawing the accessible kiosk rule here.

But as described in the article above, advocates have not waited for a regulation to insist upon the legal rights of disabled people to use kiosks. And industry has moved ahead with the technology needed to make them accessible. I keep track of legal developments and resources for seven years in this article: Kiosk Accessibility: The Law is Paying Attention.

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June 20, 2024 Update

As of May 24, 2024, the pending United States regulations discussed in this article have moved from the United States Access Board to the Office of Information and Regulatory Affairs (OIRA), a part of the Office of Management and Budget. You can find the status on this page by searching for the words “Accessibility Guidelines.”

This page notes that the proposed kiosk accessibility rule, officially titled “Accessibility Guidelines for Self-Service Transaction Machines,” is “pending review.” There is no legal deadline for the review to be completed.

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June 22, 2023 Update

In its Spring 2023 Unified Agenda, the Access Board said it is planning to publish a Notice of Proposed Rule Making (NPRM) about self-service transaction machines sometime in December 2023. In my experience, the Unified Agenda is often aspirational — meaning it’s the agency’s best guess of when something might happen but it is not guaranteed.

As written in the main article above, the comment period for the Advanced Notice of Proposed Rule Making closed in November 2022. In other words, the Access Board is giving itself a year + one month to read and synthesize the comments before the next step toward rulemaking, which is the NPRM. Once there is an NPRM there will be another comment period, which typically runs for 60 days after the NPRM is public, taking us into 2024. If I were a gambler I would not bet on self-service transaction machine regulations until mid to late 2024, assuming we get them this time around! (The main article explains that this is the second attempt by the federal agency to publish kiosk regulations. The first time was 13 years ago.)

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