Complaints and Requests for Accessibility

Accessibility Complaints

Accessibility Coordinators must ensure that complaints about accessibility submitted directly to their unit are forwarded to the Digital Accessibility Center within one business day.

Proposed Process and Tools

  • When your unit receives a formal complaint: Within 1 Business Day – Contact the ADA Coordinator’s Office and/or the Digital Accessibility Center. (Complaints can be filed with the Digital Accessibility Center using this form. Coordinators should then also call Peter Bossley to inform him about the complaint received.)
  • See Section VI of the Digital Accessibility Policy for more details.

 

Responding to Accessibility Requests

Accessibility Coordinators must ensure their unit clearly communicates how individuals who have difficulty accessing digital information and/or services can access assistance.

Proposed Process and Tools

  • When your unit receives an assistance request, the unit must:
    • Respond to the individual requesting access within one business day to acknowledge the request was received; and
    • Either (1) make the requested information or service accessible or (2) provide an equally effective alternative within 10 business days.
  • Post contact information where users can easily see it.
    • Suggested language for contact information: “If you have a disability and experience difficulty accessing this content, contact [insert name of responsible individual/position] at [contact information]."
  • See Section I(C) and Section IV of the Digital Accessibility Policy for more details.