The aspect of equal access to the Web has always been a critical driving factor in the development of this digital medium. Indeed, it was Sir Tim Berners-Lee who stated “The power of the Web is in its universality. Access by everyone regardless of disability is an essential aspect”. (World Wide Web Consortium: Web Accessibility Initiative (W3C WAI) 2019). The question before us is why, when universal access is considered such an essential aspect, do we continue to observe a low rate of adoption of digital accessibility principles? The authors look at the current issues regarding digital accessibility, the different focus between organisations providing websites and applications, and the users who require these services. They examine the disparity between the perception of the organisation of how accessible their information is, and the experience of the user trying to obtain access to this same information.