ADA grievance complaint process

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Town of Apple Valley’s Complaint Procedure for Discrimination Based on Disability


The Town of Apple Valley is dedicated to ensuring that all Town programs, services, benefits, activities, and facilities operated or funded by the Town are fully accessible to, and useable by, people with disabilities.

The Town Manager’s Office oversees the implementation and local enforcement of the Town’s obligations under the Americans with Disabilities Act (ADA) and other federal and state disability civil rights laws and accessibility laws.

1.   Service Requests and Informal Complaint Process

You may contact the ADA Coordinator by phone at 760-240-7000 or  

You will be contacted within three (3) business days of receipt of your message if the person is not available at the time that you call or if you send an email or letter.

If you feel that the Town has not adequately responded to your request or complaint, you may file a formal complaint as set forth below.

2.   Formal Complaint Process

Formal complaints regarding accessibility issues should be addressed in writing, if possible, to the ADA Coordinator, Town of Apple Valley, 14955 Dale Evans Parkway, Apple Valley, CA 92307.  Reasonable accommodations will be made, if required, to assist in the filing of a complaint.  Complaints should be filed within 180 days from the date the complainant becomes aware of the problem.

Complaints should include the following information, if available:

a.   Name, address, and telephone number or email address of the complainant or complainant’s representative.  If an address or telephone number is unavailable, then some other means of contacting the complainant should be provided.

b.   A brief description of the alleged violation, the location of the alleged violation, dates of violation, and names and contact information of any contact persons or witnesses.

c.   Any supporting evidence such as photographs, diagrams, letters, policies, or other documents that indicate the nature of the alleged violations and any attempts that have been made to resolve the issues.

d.   Any suggested proposals to resolve the complaint.

The Town Manager’s Office will oversee investigation of the complaint, which will be completed within thirty (30) days of receipt of the complaint.  Within five (5) business days of receipt of the complaint, a letter acknowledging receipt of the complaint will be sent to the complaining party.

Upon completion of the investigation, the ADA Coordinator, or his/her designee, will advise the complaining party of the result of its investigation.  If it is determined that any of violations alleged in a complaint are unfounded, the Town will include in the letter advising of the determination the factual and legal basis for that determination.

In the event that the investigation determines that there is a violation of state or federal disabled access laws and regulation, a final resolution will be reached with respect to such ADA Complaint Procedure within ninety (90) days from confirmation of the violation.

The complainant can appeal the decision to the Town Manager in instances where he or she is dissatisfied with the resolution.  The request for appeal should be made within ten (10) days of receipt of the Town’s response to the complaint to the Town Manager.

The ADA Coordinator shall maintain the files and records of the Town of Apple Valley relating to the complaints filed for a period of five (5) years.  Copies of complaints may be requested from the Town Clerk in accordance with California Public Records Act.  Names and addresses of the complainants will be redacted to protect the individuals’ privacy rights if copies of complaints are produced.

The right of a person to a prompt and equitable resolution of the complaint filed hereunder shall not be impaired by the person’s pursuit of other remedies such as the filing of an ADA complaint with the responsible state or federal department or agency.  Use of this grievance procedure is not a prerequisite to the pursuit of other remedies.

There is a separate complaint procedure for ADA issues relating to employment issues.  Contact Human Resources to obtain information on this procedure.

 For a Grievance Complaint Form click Here