Grievance Procedure

ADA / Section 504 Grievance Procedure

Purpose

This procedure establishes a prompt and equitable process for resolving complaints alleging any action by the City of Glendale that violates Title II of the Americans with Disabilities Act of 1990 (ADA), Section 504 of the Rehabilitation Act of 1973, and their implementing federal regulations.

How and Where to Submit a Complaint

Complaints may be submitted in one of the following ways:

1. Preferred:

File electronically through the City’s GlendaleOne online portal (automatically routed to the ADA & Accessibility Program Officer).

GlendaleOne portal at https://glendaleone.com/G1/

2. Alternative Methods:

   - Written complaint by mail or email

➡️ ADA / Section 504 Grievance Complaint Form(PDF, 135KB)

   - Oral complaint made in person or by phone (staff will document the complaint, review it with the complainant, and confirm accuracy before processing)

   - Upon request, alternative formats may be provided (e.g., personal interview, audio recording, Braille, large print, or accessible electronic text).

3. Filing Deadline:

Complaints should be submitted as soon as possible, but no later than 60 calendar days after the alleged violation. The ADA Coordinator may extend filing deadlines when disability-related circumstances prevent timely filing.

All complaints, regardless of submission method, are directed to:

City of Glendale

ADA Compliance  C/O Tabitha Perry
 ADA & Accessibility Program Office
5970 West Brown Street
Glendale, AZ 85302
Email: ADACompliance@glendaleaz.com

Phone: (623) 930-4148

Information to Include

- Complainant’s name, address, phone number, and/or email address
- Name of individual allegedly subjected to discrimination (if different from complainant)
- Facility, service, program, or activity where the violation occurred
- Detailed description of the incident, including date, time, location, persons involved, and any witnesses
- Desired remedy or resolution
Note: Complainants must provide at least one reliable method to contact the complainant or their representative (email, phone, mailing address, etc.) for the City of Glenda to respond. If U.S. mail is the only method provided, deadlines will be based on the postmark date.

Process & Timelines

  1. Acknowledgment: The ADA Coordinator will acknowledge receipt of the complaint within 10 business days.

     

  2. Investigation & Response: A written response will be issued within 30 business days of acknowledgment. The response will be provided in an accessible format as requested.

     

  3. Appeal: If the complainant disagrees with the response, an appeal may be filed within 15 business days. Appeals must be submitted to the ADA Coordinator for processing and review. The ADA Coordinator will issue a final written decision within 15 business days of receiving the appeal.

Retention & Tracking

All complaints, appeals, and responses will be retained for at least three (3) years by the ADA Coordinator, ADA & Accessibility Program Office.

Accessibility

All communications and records will be provided in the format requested by the complainant, including Braille, large print, electronic, or audio formats. Assistance will be provided as needed to ensure accessibility (e.g., interpreters, large print, or reader assistance).

Confidentiality

All complaint-related information will be kept confidential to the extent permitted by law.

Alternative Legal Remedies

This grievance procedure does not preclude or limit other legal remedies available under state or federal law. Individuals may also file complaints with the U.S. Department of Justice (DOJ).

 

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