ADA Service Request and Complaint Process

Formal Complaint Process​

If informal efforts to remedy accessibility or services issues are not successful, formal complaints should be addressed in writing, by email, to the ADA Coordinator within the Disability Compliance Office (DCO). The Online Disability Access Complaint/Assistance Form may be used. If assistance is needed to file the complaint, contact the Disability Compliance Office.

A Disability Access Complaint/Assistance Form should be filed with DCO, within 60 days from the date a complainant becomes aware of a problem.

After receipt of a complaint, notice of receipt will be sent to a complainant, within five (5) business days.

DCO, a Departmental ADA Coordinator or another authorized representative will begin an investigation into the merits of the complaint, within 60 days. (Direct contact with a complainant may be necessary to obtain additional facts or documentation relevant to the complaint. A complainant who does not wish to be personally contacted should indicated such on the Disability Access Complaint/Assistance Form.

DCO, a Departmental ADA Coordinator, or another authorized representative will prepare a written decision after full consideration of the complaint merits, no later than 75 days following the receipt of the complaint.

After a written decision finalizes, a copy will be sent to the complainant, no later than five (5) days. If not prepared by DCO, a copy of the written decision will also be provided to DCO.

If a complainant is dissatisfied with a written decision, the complainant may file a written appeal with the Director of Personnel Services, or with the County's ADA Coordinator, no later than 30 days from the decision. (An appeal must contain a statement for reasons why the complainant is dissatisfied with a written decision, and must be signed by the complainant, or by someone authorized to sign on the complainant's behalf. A notice of receipt will be sent to the complainant, within five (5) days of the receipt of the appeal. The appeal will be acted upon, no later than 60 days after receipt, and a copy of the written decision will be sent to the complainant, no later than five (5) days after preparation of the decision. The decision of the appeal reviewer will be final.)

Note: The EEO Officer and the Director of Personnel Services shall maintain the confidentiality of all files and records relating to complaints filed, unless disclosure is authorized or required by law. Any retaliation, coercion, intimidation, threat, interference or harassment for the filing of a complaint, or used to restrain a complainant from filing, is prohibited and should be reported immediately to the EEO Officer/ADA Coordinator.