Step-by-step

Grievance Procedure APPEAL Process

For City ADA Coordinators

Office on Disability and Accessibility
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Step 1: Submission of Request for Appeal

Constituents dissatisfied with the way their complaint was resolved may appeal the decision within 10 business days of the issuance of the City’s determination. The appeal should be forwarded to ODA for review by the ADA Grievance Appeals Panel (“Panel”).

The constituent must include in their appeal the reason they believe the resolution is wrong.

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Step 2: Confirmation

Confirmation of receipt of the appeal, including a description of the process and timeline, will be provided to the constituent within 10 business days by the Panel.

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Step 3: Review of Appeal

ODA will convene a group of accessibility experts to be members of the Panel. The Panel will be comprised of the ODA Director, and/or their designee(s), and at least two other City employees familiar with the ADA (such as ADA Coordinators).

  • ODA shall maintain a list of individuals who are willing and qualified to serve on this Panel. Upon receipt of an appeal, ODA will contact individuals to determine their availability to serve on the reviewing team for a specific complaint.
  • ODA will accept the first two individuals who indicate interest and availability.
  • The Panel will meet or communicate with the relevant department for more information on the complaint.
  • The Panel will draft its response, which must be approved by the ODA Director, or their designee(s), before being finalized.
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Step 4: Determination

The Panel will have 30 business days to respond in writing to the complainant with a determination on the appeal.

  • The City Attorney’s Office is not on the panel and does not make the determination. CAT can advise the Panel, but the decision is the Panel's. The Panel, like all departments, is welcome to consult CAT at any time with any legal questions.
  • If the Panel determines that a resolution other than the initial resolution reached by the department is appropriate, the relevant department will then provide a plan and timeframe for implementation of the Panel’s determination.

All written complaints, responses, and appeals received by ODA and your department will be kept by the City for at least five years.