Public Complaint Procedure
This Complaint Procedure is established to meet the requirements of the Americans with Disabilities Act of 1990, "ADA". It may be used by anyone who wishes to file a complaint alleging discrimination on the basis of disability in the provision of services, activities, programs, or benefits by Baltimore County Government.
The complaint should be in writing and contain information about the alleged discrimination such as name, address, phone number of complainant and location, date, and description of the problem. Alternative means of filing complaints, such as personal interviews or a tape recording of the complaint, will be made available for persons with disabilities upon request.
The complaint should be submitted by the complainant and/or his/her designee as soon as possible but no later than 60 calendar days after the alleged violation to the ADA Coordinator. Within 15 calendar days after receipt of the complaint, the ADA Coordinator’s designee will meet with the complainant to discuss the complaint and the possible resolutions. Within 15 calendar days of the meeting, the ADA Coordinator’s designee will respond in writing, and where appropriate, in a format accessible to the complainant, such as large print, Braille, or audio tape. The response will explain the position of Baltimore County Government and offer options for substantive resolution of the complaint.
If the response by the ADA Coordinator’s designee does not satisfactorily resolve the issue, the complainant and/or his/her designee may appeal the decision, in writing, within 15 calendar days after receipt of the response to the Baltimore County ADA Coordinator:
Office of ADA Coordinator
111 West Chesapeake Avenue, Room 105
Towson, Maryland 21204
Within 15 calendar days after receipt of the appeal, the ADA Coordinator or designee will meet with the complainant to discuss the complaint and possible resolutions. Within 15 calendar days after the meeting, the ADA Coordinator or designee will respond in writing, and, where appropriate, in a format accessible to the complainant, with a final resolution of the complaint.
All written complaints received by the ADA Coordinator or designee, and responses from this office will be retained by the Baltimore County Government for at least three years.
An individual who believes he/she has been discriminated against on the basis of disability in the provision of services, activities, programs, or benefits by an agency of Baltimore County Government should, if possible, try to resolve the issue locally with the director/supervisor of the program or services. If this informal attempt at resolution is unsuccessful, the complainant shall follow these steps.
Step 1: Complaint
Fill out all of the information requested on the ADA Title II Complaint Form below. Mail or hand deliver the completed form to the ADA Coordinator.
If the complainant needs a reasonable accommodation to communicate his/her complaint, such as an interpreter or an alternative format, it should be listed on the complaint form so that the ADA Coordinator can arrange for an accommodation for effective communication. ADA complaints must be filed within 60 calendar days after the discriminatory action or situation was alleged to have occurred.
Step 2: Meet with the ADA Coordinator for Baltimore County
Within 15 business days after the complaint is received by the ADA Coordinator, the Coordinator or designee will meet with the individual or contact him/her regarding his/her complaint.
If it is determined that the individual is a qualified individual with a disability under the ADA, the ADA Coordinator’s designee will attempt to resolve the complaint.
Step 3: Resolution of the Complaint
- Complaint Resolved: If the individual and the ADA Coordinator’s designee jointly agree to a resolution of the complaint, the ADA Coordinator’s designee will put the joint agreement in writing and send it to the individual. The agreement will generally contain the following items:
- A description of the complaint
- A summary of the facts
- A description of the resolution agreed to
- The timeframe for resolving the complaint
- An assurance that Baltimore County will comply with the specific terms and conditions of the agreement
For this resolution to be effective, the individual must sign a copy of the agreement and return it to the ADA Coordinator’s designee and the ADA Coordinator in the time specified.
- Complaint Not Resolved: If the individual and the ADA Coordinator’s designee cannot resolve the complaint, the ADA Coordinator’s designee will send the individual a notice of that fact. The notice will generally include the following:
- A description of the complaint
- A summary of any resolution proposed
- A statement addressing the issues that could not be resolved
It is important for the individual to keep copies of the original complaint/notifications received after meeting with the ADA Coordinator’s designee, as well as any other correspondence or other documentation that is related to the complaint and bring those copies to all meetings, reviews, and appeals related to the complaint.
If the complaint is not resolved, the individual may request a further review of the complaint by the county ADA Coordinator, who will review the decision of the ADA Coordinator’s designee. If additional information is required, the ADA Coordinator will schedule a meeting with the individual within 15 business days of having received the complaint. ADA Coordinator will issue a decision on the complaint within 15 business days of either having received the decision of the ADA Coordinator’s designee, or his meeting with the individual, whichever is appropriate. The decision of the ADA Coordinator is not appealable.
U.S. Justice Department
If the individual still believes the complaint has not been resolved, he/she may request a decision from the:
U.S. Department of Justice
950 Pennsylvania Avenue, NorthWest
Washington, DC 20530-0001
Note: At any time during the complaint procedure, the complainant may refer the complaint to the U.S. Department of Justice at the address above.
This information is available in alternative format upon request.
Revised April 6, 2016