[NFBCS] need suggestions in response to accessibility issue refusing audio captcha solution

[Wendy Walker]

I will paste the body of the email below but I thought I could get
some suggestions from this list on a proper response. The local
electric company has inaccessible form submission on their website due
to captcha requirements for submission with no audio captcha option
(ironically this problem occurs also on their complaint submission
form). The following text I just receive last night in one of several
emails back and forth with no resolution:

Thank you again for bringing to our attention the lack of
accessibility on the complaint form on CPS Energy’s website. We are
sorry that your experience with this online form did not lead to a
satisfactory outcome.

In your email, you provided a recommendation to use audio captcha as a
way to resolve this accessibility issue with the form. While this is a
solution used by some service providers, the broader industry
consensus, which our internal experts agree with, is that audio
captcha could lead to a security issues that captchas are primarily
designed to prevent – namely the Denial of Service Attack risk.

We are currently evaluating options that would support improving the
accessibility issues caused by Captcha, while ensuring that our
website is not subject to malicious malware that can cause disruption
in our service to all of our customers.

As we have additional developments, we would gladly keep you informed.
Should you have any additional feedback or suggestions, please don’t
hesitate to let us know.


Veronica Wycoff
ADA Coordinator
CPS Energy

Again, any useful suggestions would be appreciated on how to respond,
Wendy Walker