[Athen] Complaint reporting process and response timelines

[Bossley, Peter A.]

Sean,
Ohio State’s Digital Accessibility Policy<https://accessibility.osu.edu/policy>  outlines our response to a complaint related to digital access:


        I.            Complaints

A.     If an eligible person or a representative of an eligible person is dissatisfied with any campus, college, or VP unit’s response to an accessibility request or other performance under this policy, they may file a complaint with the Director of the Digital Accessibility Center (accessibility at osu.edu<mailto:accessibility at osu.edu>; 614-292-1760; 1800 Cannon Drive, Room 950, Columbus, OH 43210) or with the ADA Coordinator & 504 Compliance Officer (ADA-OSU at osu.edu<mailto:ADA-OSU at osu.edu>; 614-292-6207; 21 E. 11th Avenue, Columbus, OH 43201). If such a complaint is received by any campus, college, or VP unit, the complaint must be forwarded to the Digital Accessibility Center using the Digital Accessibility Complaint Form<https://accessibility.osu.edu/complaints> within one business day.

1.       Within two business days of receiving a complaint, the Digital Accessibility Center or the ADA Coordinator’s Office will notify the eligible person or their representative that their complaint has been received and answer any questions about the complaint process.

2.       Within 10 business days of receiving a complaint, the Digital Accessibility Center will:

a.       Conduct, or cause to be conducted, an evaluation of the digital information, digital service, or any alternatives provided by the campus, college, or VP unit in question; or

b.       Notify the eligible person or their representative of the need for additional time to conduct an evaluation.

B.      Once the evaluation has been completed, in consultation with the Digital Accessibility Center, the ADA Coordinator will determine what action, if any, is needed.

C.      The Digital Accessibility Center or the ADA Coordinator will inform the individual of the outcome of their complaint and the campus, college, or VP unit of any actions they must take to comply with this policy.

From: athen-list <athen-list-bounces at mailman12.u.washington.edu> On Behalf Of Sean Keegan
Sent: Tuesday, November 12, 2019 10:39 AM
To: Access Technology Higher Education Network <athen-list at u.washington.edu>
Subject: Re: [Athen] Complaint reporting process and response timelines

Hi,

I have looked for some of those policies to see if they are online, but have not been able to find them. There is a policy or procedure noted on the accessibility website, but that information is not linked and I ended up going down various rabbit holes trying to find such policy/procedure information on the institution's website.

Some institutions also reference that the institution’s formal grievance process will be used for any reported barriers, but those generally involve very long time frames to initiate an investigation or review into any reported problem. I could not find information that identified what constituted an acceptable initial response - that is, a person reports a barrier and what is the time frame by which the institution responds to that notification.

Will keep searching...

Take care,
Sean


On Sun, Nov 10, 2019 at 1:13 PM Lissner, Scott <lissner.2 at osu.edu<mailto:lissner.2 at osu.edu>> wrote:
Sean,

As you say the ocr resolutions do not define a timeframe but they do review the policies that generally do define time frames.  Have you looked at those?


L. Scott Lissner,
The Ohio State University
   ADA Coordinator and 504 Compliance Officer
   Associate, John Glenn School of Public Affairs
   Lecturer, Knowlton School of Architecture, Moritz College of Law & Disability Studies

(614) 292-6207<tel:(614)%20292-6207>(v); (614) 688-8605<tel:(614)%20688-8605>(tty) (614) 688-3665<tel:(614)%20688-3665>(fax); Http://ada.osu.edu<http://ada.osu.edu/>
21 East 11th Ave., Columbus, Ohio. 43210

April 6-7, 2020  The Twentieth Annual
Multiple Perspectives Conference
https://ada.osu.edu/multiple-perspectives-conference/20th-annual-conference


On Nov 8, 2019, at 3:11 PM, Sean Keegan <skeegan at ccctechcenter.org<mailto:skeegan at ccctechcenter.org>> wrote:

Hello all,

I have been reviewing some past settlement agreements regarding website accessibility complaint reporting and am looking for specific timelines and/or timeframes by which the college is expected to respond.

I have heard people comment that two business days is an appropriate timeframe by which to respond to someone reporting an accessibility issue on the website, but cannot find any information in past OCR settlements or other resolutions. Most of the language I have found just states that a "timely" response is required.

What timeline or timeframe have you specified in your complaint reporting process by which a response will be provided to the person reporting an issue? Are there specific settlement agreements you used to make this determination?

Thanks,
Sean





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