Source: https://adata.org/guide/ada-national-network-disability-law-handbook
Timestamp: 2019-12-15 17:49:03
Document Index: 722238812

Matched Legal Cases: ['§41705', 'art 35', 'arts 27', 'art 36', '§64', '§791', '§793', 'art 104', 'art 84', '§42', 'art 39', '§794']

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Statute and Regulation Citations
It depends. Generally, disclosure is discouraged during the application process, unless you need an accommodation during that process. Once you are hired, you are not legally required to disclose a disability to your employer unless you request a reasonable accommodation. In light of the myths and stereotypes that still exist about people with disabilities, carefully consider the risks and benefits of disclosure before doing so.
Can an employer make me have a medical exam or ask questions about my disability?
How many accessible spaces are required in parking lots?
In general, what are the measurements for an accessible parking space or a van-accessible parking space?
Accessible parking spaces are least eight-feet wide. Van-accessible spaces are at least eleven-feet wide. Access aisles must be at least five-feet wide, and can be shared in between two parking spaces. The access aisles are important because they provide room for vehicle-mounted wheelchair lifts, as well as a place to unload and use mobility devices like wheelchairs and walkers. If the access aisle is at least eight-feet wide, then a van-accessible space may be eight-feet wide. The access aisles must be marked so that other vehicles won’t mistake the access aisle for a parking space.
What kinds of signs are required for accessible spaces?
Signs have to have the International Symbol of Accessibility, which is a line drawing of a person in a wheelchair. If the space is van-accessible, the sign must include the phrase “van-accessible.” The signs must be mounted so that the lower edge is at least five feet above the ground.
What are the ADA’s standards for accessibility?
The ADA's regulations and the ADA Standards for Accessible Design, originally published in 1991, set the minimum standard for what makes a facility accessible. While the updated 2010 Standards retain many of the original provisions in the 1991 Standards, they do contain some significant differences. These standards are the key for determining if a business or facility is accessible under the ADA. However, they are used differently depending on whether a facility or business is altering an existing building, building a brand new facility, or removing architectural barriers that have existed for years.
If a facility was built or altered during the last 20 years in compliance with the 1991 Standards, or barriers were removed to specific elements in compliance with those Standards, then the facility is in compliance, even if the newer 2010 Standards have different requirements for them. This provision is applied on an element-by-element basis and is referred to as the "safe harbor." The following examples from the U.S. Department of Justice illustrate how the safe harbor applies:
The 2010 Standards lower the mounting height for light switches and thermostats that can be approached from the side from 54 inches to 48 inches. If light switches are already installed at 54 inches in compliance with the 1991 Standards, a facility is not required to lower them to 48 inches.
The 1991 Standards require one van-accessible space for every eight accessible spaces. The 2010 Standards require one van-accessible space for every six accessible spaces. If the facility has complied with the 1991 Standards, it is not required to add additional van-accessible spaces to meet the 2010 Standards.
The 2010 Standards contain new requirements for the input, numeric, and function keys (for example, "enter," "clear," and "correct") on automatic teller machine (ATM) keypads. If an existing ATM complies with the 1991 Standards, no further modifications are required to the keypad.
If a business chooses to alter elements that were in compliance with the 1991 Standards, the safe harbor no longer applies to those elements. For example, if a parking lot is restriped, this would be considered an alteration. Therefore, it would then have to meet the ratio of van-accessible spaces in the 2010 Standards. Similarly, if a fixed ATM is relocated, this would be considered an alteration, and it would now have to meet the keypad requirements in the 2010 Standards.
The revised ADA rules and the 2010 Standards contain new requirements for elements in existing facilities that were not addressed in the original 1991 Standards. These include recreation elements such as play areas, exercise machines, miniature golf facilities, and bowling alleys. Because these elements were not included in the 1991 Standards, they are not subject to the safe harbor. This means that, effective March 15, 2012, places of public accommodation must remove architectural barriers to elements subject to the new requirements in the 2010 Standards when it is readily achievable to do so.
What exactly is considered to be an “alteration” under the ADA?
When any business makes an alteration to any facility, it has an obligation to make the alteration accessible to the maximum extent feasible.
Alteration is defined as remodeling, renovating, rehabilitating, reconstructing, changing or rearranging structural parts or elements, changing or rearranging plan configuration of walls and full-height partitions, or making other changes that affect, or could affect, the usability of the facility.
Examples from the U.S. Department of Justice include: restriping a parking lot, moving walls, moving a fixed ATM to another location, installing a new sales counter or display shelves, changing a doorway entrance, and replacing fixtures, flooring or carpeting. Normal maintenance, such as reroofing, painting, or wallpapering, is not considered to be an alteration.
The ADA requires that all businesses remove architectural barriers in existing facilities when it is "readily achievable" to do so. Readily achievable means "easily accomplishable without much difficulty or expense." This requirement is based on the size and resources of a business. So, according to the U.S. Department of Justice, businesses with more resources are expected to do more than businesses with fewer resources.
Readily achievable barrier removal may include providing an accessible route from a parking lot to the business' entrance, installing an entrance ramp, widening a doorway, installing accessible door hardware, repositioning shelves, or moving tables, chairs, display racks, vending machines, or other furniture. When removing barriers, businesses are required to comply with the Standards to the extent possible. For example, where there is not enough space to install a ramp with a slope that complies with the Standards, a business may install a ramp with a slightly steeper slope. However, any deviation from the Standards must not pose a significant safety risk.
What’s the best way to make an entrance accessible?
It depends on the barriers that exist at the entrance. One small step at an entrance can make it impossible for individuals using wheelchairs, walkers, canes, or other mobility devices to go inside. Removing this barrier may be accomplished in a number of ways, such as installing a ramp or a lift or regrading the walkway to provide an accessible route. If the main entrance cannot be made accessible, an alternate accessible entrance can be used. If there is more than one entrance and only one is accessible, a sign should be posted at each inaccessible entrance directing individuals to the accessible entrance. This entrance must be open whenever other public entrances are open.
The obligation to remove barriers also applies to merchandise shelves, sales and service counters, and check-out aisles. Shelves and counters must be on an accessible route with enough space to allow customers using mobility devices to access merchandise. Shelves may be of any height since they are not subject to the ADA's reach range requirements. Where barriers prevent access to these areas, they must be removed if readily achievable. However, businesses are not required to take any steps that would result in a significant loss of selling space. At least one check-out aisle must be usable by people with mobility disabilities, though more are required in larger stores. When it is not readily achievable to make a sales or service counter accessible, businesses should provide a folding shelf or a nearby accessible counter. If these changes are not readily achievable, businesses may provide a clip board or lap board until more permanent changes can be made.
Individuals can bring private lawsuits against public accommodation to get court orders to stop discrimination. People can also file complaints with the Department of Justice (DOJ), which has the authority to file suit in cases of public importance or where there is a pattern or practice of discrimination. In these cases, the DOJ may seek monetary damages and civil penalties.
Because the nature and complexity of communication differs, depending on the type of business, the rules allow for flexibility. A person who is consulting with a lawyer, completing a loan application at a bank, or going to an emergency center, will need a different level of communication than if the person is picking up dry cleaning, purchasing a meal at a restaurant, or making a cash withdrawal at a bank.
The goal of the effective communication provisions of the ADA is to find practical solutions for communicating effectively that work in specific situations. For example, if a person who is deaf is looking for a particular item at a store, exchanging written notes with a clerk may be effective communication. So for many businesses, exchanging written notes might be all that’s ever required for effective communication. But for a lot of businesses, it will depend on the kind of communication that’s taking place. If a person who is deaf goes to a bank to deposit a check, the nature of the communication is different than when the same person is completing a mortgage application. If a person who is deaf is going to the doctor to get a flu shot, the complexity of the communication is different than when the same person is going to the doctor to discuss medical test results and treatment options.
Do the ADA rules about effective communication apply to state and local governments, too?
Yes. And the examples above are also applicable in terms of flexibility, depending on the importance and complexity of the communication. If a person who is deaf is going to City Hall to pay a water bill, effective communication may likely be attained with written notes. But if the same person wants to speak at a town hall meeting about a proposal to raise water rates, the written notes would likely not be effective.
When does a business have to provide a sign language interpreter under the ADA?
Remember that the ADA requires that people with disabilities be provided with effective communication. So, if a person needs a sign language interpreter in order for communication to be effective, then that’s when it must be provided. Effective communication would likely require a sign language or oral interpreter when, because of the nature, length, and complexity of the conversation, other means of communicating would not be effective. Providing an interpreter guarantees that both parties will understand what is being said. The revised regulations permit the use of new technologies, including video remote interpreting (VRI), a service that allows businesses that have video conference equipment to access an interpreter at another location, rather than having an interpreter be physically present.
Of course, if providing a sign language interpreter would be an undue financial or administrative burden, then it may be permissible for the entity to look at other ways of providing effective communication. The ADA does not guarantee a particular right to a sign language interpreter, but rather, to effective communication. Effective communication is not always achieved in the same way, even for the same person, as explained in the first question of this chapter.
What kinds of businesses have to provide me with a sign language interpreter if I need one for effective communication?
There may be many different situations in which a sign language interpreter would need to be provided by a place of public accommodation, but the most common situations are those in which the person who is deaf is meeting with a lawyer, a doctor, or another professional, such as a financial planner. Interactions with people in these professions usually require the person who is seeking information to get detailed, often technical, information that can affect legal rights, financial status, or health. So there may be greater emphasis on the provision of truly effective communication in these situations.
I had a meeting with my lawyer and I requested a sign language interpreter because I am deaf. Do I have to pay for the sign language interpreter?
No. In this case, the lawyer must pay for the sign language interpreter unless the lawyer can prove that it would be an undue burden in light of all of the resources available to the lawyer, including tax credits and tax deductions. “Undue burden” is a fairly tough standard, though, in that it isn’t enough for a business or any entity to simply say, “That costs more than I want to spend,” or “I don’t have that kind of money in the budget.” A court will look not only at the bottom line on an entity’s balance sheet, but also what kind of expenditures are there. In terms of providing a sign language interpreter, the lawyer cannot pass that cost to the individual client.
How are 911 calls made accessible to people with speech or hearing disabilities?
Such individuals must have direct access to 911 systems. Emergency centers have to be able to get calls from TDD/TTY and computer modem users without relying on third parties or state relay services. Operators must be trained to recognize, and quickly respond to, a TDD/TTY call.
Is there flexibility in providing effective communication to people who are blind or have low vision?
Yes. What is required for effective communication is always somewhat flexible by its very nature because of the different communication needs of people with disabilities in different situations that require effective communication. When ordering at a restaurant, for example, Braille menus are not required, as long as the restaurant provides menus on tape or digital formats, or a person who can read the menu to the customer. In a store, if a person cannot read a label, the clerk can read the label to the customer, rather than providing it in an alternate format. If a person who is blind is going to sign important estate documents at a lawyer’s office, or sales contracts at a real estate office, then it may be effective communication to email an electronic version of the documents so the person can use screen-reading technology to read the paperwork in advance.
Yes, with one exception. Other species of animals, whether wild or domestic, trained or untrained, are not service animals for the purposes of the ADA. But there is a possible exception for miniature horses. An entity shall provide access, or shall make reasonable modifications in policies, practices, or procedures to permit the use of a miniature horse by an individual with a disability if the miniature horse has been individually trained to do work or perform tasks for the benefit of the individual with a disability. But there are additional assessment factors for miniature horses. To determine whether to allow a miniature horse into a specific facility, the entity must consider: the type, size, and weight of the miniature horse and whether the facility can accommodate these features; whether the individual has sufficient control of the miniature horse; whether the miniature horse is housebroken; and whether the miniature horse's presence in a specific facility compromises legitimate safety requirements that are necessary for safe operation.
The crime deterrent effect of an animal's presence does not constitute work or tasks for purposes of the ADA definition of service animal.
The Rehabilitation Act of 1973, often called the Rehab Act, prohibits discrimination on the basis of disability in programs conducted by federal agencies, in programs receiving federal financial assistance, in federal employment, and in employment practices of federal contractors.
What is Section 504 of the Rehab Act?
Section 504 states that “no qualified individual with a disability in the United States shall be excluded from, denied the benefits of, or be subjected to discrimination under” any program or activity that either gets federal financial help or is conducted by an administrative agency or the United States Postal Service. There is a right to reasonable modification under Section 504.
Individuals who meet the definition of disability are covered. The definition is the same as it is for the ADA.
Which places are covered by Section 504?
It applies to any entity that receives federal financial assistance. This includes a lot more places than you might think about when you first hear that. Of course, it covers nearly all government entities. It also covers nearly all colleges, universities, and trade schools. Many private schools and day care centers are also covered, as are most health care facilities.
My child is covered by Section 504 in her public school. The school says they will come up with a 504 Accommodation Plan. Can you tell me what that is?
Yes. A 504 Accommodation Plan outlines the student’s needs and what modifications and accommodations will be provided. The plan is written by a team of people who are knowledgeable about the student. It’s similar to the Individual Education Program (IEP) for special education students served under the Individuals with Disabilities Education Act (IDEA).
Each federal agency has its own set of Section 504 regulations that apply to its own programs. Agencies that provide federal financial assistance also have Section 504 regulations covering entities that get federal aid. Those entities that get federal financial help must provide reasonable accommodation for employees with disabilities, program accessibility, effective communication with people who have hearing or vision disabilities, and accessible new construction and alterations. Each agency enforces its own regulations.
Section 504 can also be enforced by people with disabilities who have been discriminated against through private lawsuits. You don’t have to file a complaint or get a “right to sue” letter before going to court.
So that’s Section 504. Are there other sections of the Rehab Act I should know about?
Yes – Sections 501, 503, and 508.
Section 501 requires affirmative action and nondiscrimination in employment by federal agencies. Federal employees with disabilities have the right to reasonable accommodations. To find out about filing a 501 Complaint, contact your agency’s Equal Employment Opportunity office.
Section 503 requires affirmative action and prohibits employment discrimination by federal government contractors and subcontractors with contracts of more than $10,000. It also provides for a right to reasonable accommodations. For more information about Section 503, you can visit the Office of Federal Contract Compliance Programs website at www.dol.gov/ofccp or call 800.397.6251.
Section 508 has certain accessibility requirements for electronic and information technology used by the federal government. An accessible information technology system can be used in a variety of ways so that it doesn’t rely on a single sense or ability of the user. Federal government websites must be accessible to users who are blind or have low vision, who are deaf or hard of hearing, and/or who might need accessibility-related software or peripheral devices to use accessible systems. Federal government websites must be accessible to people with different kinds of disabilities.
Where can I get more information on Section 508?
202.501.4906 (voice/relay)
No. IDEA has a list of eligibility categories. In addition to having a disability that fits into one of the categories, the child must, by reason of the disability, need special education and related services in order to receive a free appropriate public education (sometimes referred to as FAPE). The eligibility categories are: orthopedic impairment, other health impairment, auditory impairment, visual impairment, deaf-blindness, intellectual disability, emotional disturbance, learning disability, speech impairment, autism, multiple disabilities, and traumatic brain injury.
Who decides what goes into the child’s IEP?
The IEP team decides what goes into the IEP. At a minimum, the IEP team must have the following members: the student’s parent(s); the adult student; a representative of the school district who is qualified to provide or supervise special education services, knows the general curriculum, and knows about the resources available in the district; at least one special education teacher or service provider; at least one general education teacher who is responsible for implementing the student’s IEP; someone who can interpret evaluations as they apply to a student’s instruction; and others who have knowledge or expertise about the student, including related services personnel, as appropriate.
Related services are services that students may need in order to benefit and receive a free appropriate public education from the educational program. Only students who are eligible for special education services under IDEA are eligible for these related services. Some of the more common related services are: special transportation, assistive technology, speech therapy, rehabilitation counseling, counseling, psychological services, occupational therapy, social work, and orientation and mobility training.
If your child’s behavior interferes with learning, or is disruptive to the classroom, the IEP must address the behavior. The IEP team is supposed to identify positive behavioral interventions and supports, recognize antecedents to inappropriate behavior, and develop other strategies to address the behavior. You might want to ask for a Functional Behavior Assessment (FBA), and this may assist the IEP team in designing a Behavior Intervention Plan (BIP).
Title II covers programs of state or local governments, which includes housing. Title II requires new construction and alterations to have no architectural barriers that restrict access or use. Each part of a facility built after January 26, 1992 must be designed and constructed to be accessible. Title II applies to individual housing units as well as offices, recreational areas, and other parts of a housing complex that might not be covered by the FHA. Facilities constructed between January 26, 1992 and March 15, 2012 should have been built in compliance with either the 1991 ADA Standards for Accessible Design or UFAS. Housing built on or after March 15, 2012 must be in compliance with the 2010 ADA Standards for Accessible Design.
No. However, alarms and other emergency warning systems that are installed in public and common use areas must be accessible. Alarms placed in these areas must have audible and visual features. The Fair Housing Act's design and construction requirements do not require installation of visual alarms on the interior of dwelling units; however, if there is a building alarm system provided in a public and common use area, then the system must have the capability of supporting an audible and visual alarm system in individual units. The Fair Housing Act's obligation on housing providers to make reasonable accommodations so people with disabilities may use and enjoy the property may require a housing provider to make adjustments in emergency alarm systems, whether located in public and common use areas or in individual units, so that they are accessible to and usable by people with disabilities.
You can go to the Fair Housing Accessibility First website at www.fairhousingfirst.org or call 888.341.7781 (V/TTY).
If I have a complaint that falls under the Fair Housing Act, where do I send that?
SSI stands for Supplemental Security Income. It’s a federal income supplement program funded by general tax revenues – not Social Security taxes. It’s designed to help people who are elderly, blind, or have a disability (as defined by SSA, but we will get to that later), and who also have very limited or no income or assets. It provides cash assistance to meet very basic needs for food, gas, water, electricity, and shelter. Even if you have never worked or paid Social Security taxes, you may be eligible for SSI. But remember that one of the requirements for SSI is that you have very limited or no income initially, and few financial assets or resources.
You may apply by calling 800.772.1213 and they will make an appointment to take your application by phone or in person at a Social Security office. You can also just go to a Social Security office without an appointment, but you will probably have to wait a long time.
The easiest way is to do as much as possible of the application process online. For SSDI, you can complete both the application and the Adult Disability and Work History Report online at www.socialsecurity.gov. For SSI, you can complete the online Adult Disability and Work History Report online, but then you will have to call 800.772.1213 in order to complete the application process.
Once you fill out the forms, be sure to keep a copy of any paperwork you send to SSA.
The Social Security Administration sends your application to a state agency that makes disability decisions. The state has medical and vocational experts who contact your healthcare providers to get information and records. The state agency might ask you to have a medical exam or tests. You do not have to pay for this. If the state does notify you that it is requesting that you be at a certain healthcare office or facility for an exam or test, be sure to keep that appointment. You also may contact this agency to make sure they do not need anything else. They are receiving the information from the medical sources that you provided and can add any additional information that you may have forgotten initially.
You appeal that decision. The letter you get will tell you how to do that. The next stage, when you appeal that initial denial, is called “reconsideration.” You may be able to appeal for reconsideration online. Or you can complete paper forms and submit them. But either way, you must request reconsideration within 60 days. Even on reconsideration, though, most people are still denied benefits. Reconsideration generally takes another 3-5 months.
Yes. You can appeal for a hearing by filing a Request for Hearing by an Administrative Law Judge and an Appeal Disability Report. Both can be submitted online or on paper. Again, this appeal must be filed within 60 days. This is the time when you may want to find an attorney or advocate to help you develop what will be submitted both prior to and during the hearing.
Actually, you will probably have to wait a lot longer than that to get to the hearing. In some places, the wait for a hearing is longer than a year. It is impossible to say how long your wait will be, but your lawyer or advocate can probably give you an idea of the wait you can expect in your area.
That is a little difficult to answer because each hearing is a little different, but they do have some things in common. The people in the room will usually be the Administrative Law Judge (ALJ), the judge’s clerk who will record (either digitally or on tape) the hearing, and you, along with your lawyer or advocate, if you have one. There might also be a doctor (not anyone who has ever treated you, but just someone who can read and interpret the medical records and give an opinion about your ability to perform work-related activities), a psychologist or psychiatrist (if you have claimed to have a mental disability), and/or a vocational expert who will give an opinion about whether there are jobs that you could do, even with the limitations you have. In the hearing, you will have a chance to explain to the judge why you believe that you should get benefits. You may want to have a vocational assessment to present as part of your evidence of your ability to work, rather than relying on the vocational assessment done by a vocational expert appointed by the agency
After the hearing, the judge will notify you in writing of the decision.
No. You may appeal to the Appeals Council by filing a Request for Review of Decision/Order of Administrative Law Judge. You cannot do this online at this time. It must be filed on paper. The form is available online or you can call 800.772.1213 and request that the form be mailed to you. Your request will go to the Office of Disability Adjudication and Review. Someone there will review your medical records and notify you in writing about the decision on your case. If you do not prevail in your appeal to the Appeals Council, you can file suit in federal court. You must have a lawyer if you file the appeal in federal court. The case will be filed on your behalf against the Social Security Administration. A federal district court judge will hear the case and notify you in writing of the decision in your case.
You are not required to have a lawyer. However, it might be a good idea to have a lawyer help you, especially if you are going to have a hearing before a Social Security Administrative Law Judge. The reason it’s helpful to have a lawyer with you at that point is that a lawyer will know what kind of evidence to gather, how to best present the evidence, what to ask the witnesses that the judge will ask to testify, whether to seek additional witnesses, how to prepare you for the questions you will face, and how to put on the best case possible. Also, a lawyer will help to ease some of the fear and nervousness that most people feel when they go into a courtroom setting.
Social Security law sets out how lawyers get paid and no lawyer is allowed to charge you more than that. The way it works is that you do not have to pay the lawyer anything in advance for his/her fee. There might be a very small expense deposit to cover the costs of mailing and copies and those kinds of out-of-pocket expenses. But you do not pay the lawyer a fee for his/her time. The lawyer will be paid 25 percent of your past due benefits, or $6000, whichever is less. And the lawyer is paid only if you get benefits. If you do not prevail in your case, then the lawyer does not get a fee and cannot ask you to pay a fee.
Social Security does not have a list of disabilities. What it has is a Listing of Impairments. The Listing of Impairments describes impairments that are considered severe enough to prevent a person from gainful work-related activities. But this isn’t the kind of list where you can just look for your condition, find it, and know you’ll get benefits. It goes into detail about the criteria under which each condition is considered. Just because your condition is in the Listing of Impairments does not mean you will automatically get benefits.
If you get SSDI, you can get Medicare coverage. Medicare helps pay hospital and doctor bills, as well as prescription medication, and it will go into effect after you have gotten benefits for at least 24 months, unless you have ALS or need long-term dialysis for chronic kidney disease or need a kidney transplant. Medicare pays roughly 80 percent of reasonable charges. If you want doctor bills and prescription medications covered, you may be required to pay a monthly premium.
If you get SSI, you will get Medicaid (the name varies in some states). Medicaid covers all of the approved charges of the patient. In some states, Medicaid coverage is automatic, and in some states, you will be required to apply separately for that coverage.
Social Security rules make it possible for people to test their ability to work without losing their benefits. These rules are called “work incentives.” The rules are different for SSI and SSDI, but under both programs, the program may provide continued cash benefits, continued help with medical bills, help with work-related expenses, and vocational training. For more information about work incentives, ask any Social Security office for the publication called “The Red Book – A Guide to Work Incentives.”
Ticket to Work gives most people who are getting Social Security benefits (SSI and/or SSDI) more choices for getting employment services. SSA issues the “tickets” to eligible people who, in turn, may choose to assign those tickets to an Employment Network (EN) of their choice to get employment services, vocational rehabilitation (VR) services, or other support services they need to achieve a work goal. The EN, if it accepts the ticket, will help the person find and maintain employment. You can get more specific information about the Ticket to Work by contacting the SSA at 800.772.1213 or visiting the website at www.socialsecurity.gov.
Air carriers cannot discriminate against individuals who have communicable diseases unless carrier personnel determine that the individual poses a direct threat, relying on directives issued by public health authorities, such as the U.S. Centers for Disease Control, Public Health Service, comparable agencies in other countries, or the World Health Organization. This determination cannot be based on the fact that the person's disability results in appearance or involuntary behavior that may offend, annoy, or inconvenience crewmembers or other passengers.
I know that I can file a complaint if the air carrier violates my rights under the ACAA, but that won’t help if I am trying to go somewhere on a plane at that moment. Does the ACAA provide any help in that situation?
Yes. A Complaint Resolution Official (CRO) must be designated by any carrier providing scheduled service, as well as a carrier providing nonscheduled service using aircraft with 19 or more passenger seats. A CRO must be available at each airport the carrier serves at all times when the carrier operates at the airport. The CRO may be available in person or by telephone. If a telephone link to the CRO is used, then a TTY or similarly effective technology must be available for persons with hearing impairments. CRO services must be available in the language(s) in which the carrier makes services available to the general public.
Carriers must make passengers aware of the CRO’s availability and contact information any time a person complains or raises a concern with carrier personnel or contractors about discrimination, accommodations, or services for passengers with a disability, that is not immediately resolved by carrier personnel. This includes issues at the airport as well as when contacting reservation agents and accessing websites.
The CRO must be completely familiar with the requirements of the ACAA and its implementing regulations, as well as the carrier’s procedures with respect to passengers with disabilities. The CRO should be the carrier’s expert in compliance with the ACAA. The carrier must make sure that each CRO has the authority to resolve complaints on behalf of the carrier. The CRO must have the power to overrule the decision of other personnel, except that the CRO does not have to be given authority to countermand a decision of the pilot-in-command of an aircraft when the decision is based on safety considerations.
The U.S. Department of Transportation’s (DOT) Aviation Consumer Protection Division also provides a toll free hotline for air travelers with disabilities. Airline passengers who experience disability-related air travel service problems may call the hotline at 800.778.4838 (voice) or 800.455.9880 (TTY) to obtain assistance.
The DOT hotline provides general information to consumers about the rights of air travelers with disabilities, responds to requests for printed consumer information, and assists air travelers with time-sensitive disability-related issues that need to be addressed right away. The hours for the hotline are 9:00 AM to 5:00 PM Eastern time, Monday through Friday, except federal holidays.
In assisting individuals with disabilities who may have air travel complaints that require immediate intervention, DOT employees are only responsible for facilitating compliance with DOT’s rules and suggesting possible customer-service solutions to the airline involved. Since compliance with the ACAA and DOT’s implementing regulations remains the obligation of the carrier, airline employees would continue to decide what action will be taken in any given situation.
What can the CRO do?
If the CRO gets a complaint before the action or inaction of the carrier personnel has resulted in a violation of the ACAA, then the CRO must take or direct whatever action is necessary to ensure compliance. If the alleged violation has already happened, and the CRO agrees that it was a violation, then the CRO must provide a written statement setting forth a summary of the facts and what steps the carrier proposes to take in response. If the CRO decides that the carrier’s action does not violate the ACAA, the CRO must then provide a written statement that has a summary of the facts and the reasons for the CRO’s decision. The written statement from the CRO must tell the individual about the right to pursue Department of Transportation enforcement. The statement should ideally be given to the individual at the airport, but if that is not possible, then it must be forwarded within 30 calendar days of the complaint.
If I file a written complaint about the air carrier, what should be in it and when do they have to respond?
Carriers must respond to written complaints received by any means (letter, fax, email, electronic message) concerning matters covered by the ACAA and its implementing regulations, unless the written complaint is sent or transmitted more than 45 days after the alleged incident. Passengers must state, in the written complaint, whether the passenger contacted a CRO about the issue, and give the name of the CRO, the date of contact, and any written response from the CRO. Within 30 days, the carrier must provide a written response that specifically admits or denies that a violation occurred. The written response must set forth a summary of the facts and either the steps that will be taken in response or the reasons for the decision that no violation occurred. The response must also inform the person of the right to pursue Department of Transportation enforcement.
How do I file a complaint with the Department of Transportation (DOT)?
If an individual believes that an air carrier has violated any provision of the ACAA and its implementing regulations, the individual may either seek assistance or file an informal complaint with the DOT no later than 6 months after the date of the incident by either:
Going to the U.S. Department of Transportation's Office of Aviation Enforcement and Proceedings - Aviation Consumer Protection Division at www.dot.gov/airconsumer/file-consumer-complaint and selecting “Disability and Discrimination Complaints,” or
The Civil Rights of Institutionalized Persons Act (CRIPA) gives the Attorney General the power to investigate conditions of confinement of state and local government institutions such as prisons, jails, detention centers, juvenile correctional facilities, government-operated nursing homes, and institutions for individuals who have psychiatric or developmental disabilities. It allows the Attorney General to uncover and correct serious problems that put the health and safety of people in these institutions in danger.
So if I have a complaint about the way I was treated in a jail, can the Attorney General sue them for me?
No. The Attorney General does not have the power under CRIPA to investigate isolated incidents or to represent individual institutionalized persons, although there may be a private right of action under Title II of the ADA.
Alternatively, if you have an individual complaint pertaining to institutions covered under CRIPA, you may want to contact your state P&A (Protection and Advocacy) system. The P&A system and the Client Assistance Program (CAP) comprise the national network of congressionally mandated, legally based disability rights agencies. A P&A/CAP agency exists in every U.S. state and territory. There is also a Native American P&A in the Four Corners region of the Southwest.
To find your state’s P&A or CAP, visit https://www.ndrn.org/about/ndrn-member-agencies/ or contact:
P&A agencies have the authority to provide legal representation and other advocacy services, under all federal and state laws, to all people with disabilities. All P&As maintain a presence in facilities that care for people with disabilities, where they monitor, investigate, and attempt to remedy adverse conditions.
Whom do I contact to bring something to the Attorney General’s attention?
800.949.4232 V/TTY
800.514.0301 V
800.514.0383 TTY
800.227.0216 V
301.608.8912 TTY
800.872.2253 V 800.993.2822 TTY
707.778.3011 V
707.778.3015 TTY
800.840.8844 V/TTY
404.894.4960 V/TTY
781.245.2212
1875 Eye Street NW, 12th floor
202.466.6550
Disability Access Symbols – Graphic Artists Guild
www.gag.org/resources/das.php
212.791.3400
607.255.7727 V
607.255.2891 TTY
800.669.4000 V
888.341.7781 V/TTY
www.fcc.gov/cgb/dro/
888.225.5322 V
888.835.5322 TTY
888.446.4511 V/Rel
617.695.1225 V/TTY
www.hud.gov/offices/fheo/disabilities/index.cfm
202.708.1112 V
202.708.1455 TTY
800.526.7234 V/TTY
Bloomington IL 47404-3732
812.856.4422 V
812.856.4421 TTY
Carl and Ruth Shapiro Family
617.300.3400 V 617.400.2489 TTY
202.408.9514 V 202.408/9521 TTY
1700 N. Moore St. Suite 1540
Arlington VA 22209-1903
703.524.6686 V
703.524.6639 TTY
800.827.5722 V
704.344.6640 TTY
800.772.1213 800.325.0778
800.872.5327 V
800.437.0833 TTY
202.366.4000
435.797.7024 V
435.797.1981 TTY
800.726.9119
Air Carrier Access Act of 1988
49 U.S.C. §41705
28 CFR Part 35 (Title II, DOJ)
49 CFR Parts 27, 37, 38 (Title II, III, DOT)
28 CFR Part 36 (Title III, DOJ)
47 CFR §§64.601 et seq. (Title IV, FCC)
9 U.S.C. §791
29 U.S.C. §793
More than 20 Implementing Regulations for federally assisted programs, including:
34 CFR Part 104 (DOE)
45 CFR Part 84 (HHS)
28 CFR §§42.501 et seq.
More than 95 Implementing Regulations for federally conducted programs, including: 28 CFR Part 39 (DOJ)
29 U.S.C. §794d