Complaint Resolution Procedure

All complaints must be in writing, containing the name and address of the person filing it. The complaint must state the problem or action alleged to be discriminatory and the remedy or relief sought. The ADA Coordinator (or designee) shall conduct an investigation of the complaint. This investigation may be informal, but it must be thorough, affording all interested persons an opportunity to submit evidence relevant to the complaint.

• Within 15 business days after receipt of the complaint, the ADA Coordinator (or designee) will meet with the complainant to discuss the complaint and the possible resolutions.
• Within 15 business days of the meeting, the ADA Coordinator (or designee) will respond in writing, and where appropriate, in a format accessible to the complainant, such as large print, Braille or audio file. The response will explain the position of the City of Vancouver and offer options for substantive resolution of the complaint.
• In more complex cases, the ADA Coordinator (or designee) may ask for more time to interview witnesses or investigate further.
• If the response of the ADA Coordinator (or designee) does not satisfactorily resolve the issue, the complainant may appeal the decision within 15 business days after receipt of the response to the Director of the Office of Equity and Inclusion.
• Within 15 business days after receipt of the appeal, the Director of the Office of Equity and Inclusion or their designee will meet with the complainant to discuss the complaint and possible resolutions.
• Within 15 business days after the meeting, the Director of the Office of Equity and Inclusion or their designee will respond in writing, and, where appropriate, in a format accessible to the complainant, with a final resolution of the complaint.

When the complaint implicates the ADA Coordinator as contributing to the accessibility barrier or discrimination they have experienced, the complaint will go directly to the Director of the Office of Equity and Inclusion.

Additional information about filing all complaints

• When the complaint implicates the Director of the Office of Equity and Inclusion as contributing to the accessibility barrier or discrimination they have experienced, the complaint will go directly to the Deputy City Manager. Appeals for such complaints would go to the City Manager.
• The City can provide alternative means of filing complaints, conducting investigative meetings, and providing responses to people with disabilities as an accommodation upon request. Please include the details of your accommodation request with your complaint.
• All written complaints received by the Director of the Office of Equity and Inclusion or their designee, appeals to the Deputy City Manager, City Manager and/or their designees, and responses from these individuals will be retained by the City of Vancouver for at least three years.
• The availability and use of this complaint process does not prevent a person from filing a complaint of discrimination based on disability with the following:
  • Office for Civil Rights (for Title II complaints only)
  • The U.S. Department of Justice