ADA Mediation Program - Questions and Answers

3. What types of complaints does the ADA Mediation Program resolve?

Both title II (State and local government services) and title III (public accommodations) complaints can be mediated. Examples of the types of complaints most appropriate for this Program include:

• Barrier removal: alleging that a store has inaccessible parking, entrances, and checkout aisles;

• Effective communication: alleging that a health care provider refuses to provide sign language interpreters to a patient who is deaf or alternate formats of written materials to a patient's spouse who is blind;

• Modification of policies, practices, and procedures: alleging that a restaurant refuses to serve a person with a disability because he or she uses a service animal; and,

• Program accessibility: alleging that a city hall's public meetings are held on the second floor of a building that does not have an elevator.