Complaints/Grievances

ADA Grievance Procedure

This procedure is established in compliance with the Americans with Disabilities Act (ADA) and is available to any individual who believes they have experienced discrimination based on disability in the City's services, programs, or activities.  Employment-related disability complaints are addressed separately under the City's Personnel Policy. For a PDF version of the form, contact the ADA/504 Coordinator.

Complaint and Accommodation Requests

The city of Roanoke has established a process to request accommodations or file ADA-related complaints. The ADA Accessibility Support and Feedback Form should be completed with details of the request or alleged discrimination, including the complainant's name, contact information, and a description of the issue (location, date, and details). A PDF version of this form is available upon request to the ADA/504 Coordinator.

Complaints should be submitted within sixty (60) calendar days of the incident. Alternative filing methods, such as in-person assistance or audio recordings, are available upon request.

All complaints and related correspondence will be retained by the City for a minimum of three (3) years.

Investigation and Response

Within ten (10) calendar days after receipt of a complaint, the ADA/504 Coordinator or designee will acknowledge receipt of the complaint and may, at their discretion, meet with the complainant to discuss the alleged violation and possible resolutions.

Appeal Process

If the complainant is not satisfied with the response, an appeal must be submitted within ten (10) calendar days of receiving it. Appeals should be directed to the City Manager or their designee. The City Manager or designee will meet with the complainant with fifteen (15) days of receiving the appeal and will issue a final written resolution with 15 days after the meeting.

Recordkeeping

All complaints, appeals, and responses will be maintained on file by the City for a minimum of three years.