The Basics of Speaking Out Go back to Table of Contents Go forward to Your Legal Rights Return to Web Version

"How do you tell people you've never met that you don't think they are doing their job as well as they could?" There are usually many different things that must be done when a company or agency needs to make a change to an existing product or service. You can provide valuable assistance by identifying the accessibility problems and making suggestions for ways to fix them.

Before you speak out about an inaccessible product or service, make sure you address the following basic considerations.

• Understand the accessibility problem. Clearly identify the inaccessible features or functions of the product or service so you can articulate your concerns to the organization that can make the changes.



• Consider the solutions. Think about what you need to make the product or service accessible to you. There may be multiple ways to address the problem - from minor changes to radical reengineering - so try to determine how different types of changes could allow you to use the product or service more effectively.



• Gather documentation. If applicable, find the receipt, warrantee, and model number of the inaccessible product. Once you start complaining, keep documentation of your interactions with the organization, e.g., copies of letters or emails and records of phone conversations, along with the dates and times of these contacts.



• Figure out who should receive your complaint. If you are dealing with a business, you should start with the individual who sold you the product or the customer service department, if it exists. Some companies have accessibility program managers, who can be your internal champions within the businesses. If neither of these options is available, contact a senior manager within the company. If your employer is asking you to use inaccessible technology, talk to your manager. For services delivered by a governmental organization, contact the manager of the department or agency that is most directly involved.



• Understand your legal rights. When dealing with the organization most directly involved in providing the inaccessible technology, it can be helpful to let them know that you are aware of your legal rights. Ideally, you will use that knowledge as leverage to press for changes without actually having to pursue legal remedies.



• Be persistent. After you contact the organization and communicate your concerns, propose a deadline for their response and then follow up with phone calls, emails, or other contacts.



• Be polite but firm. Organizations are more likely to respond to complaints that are pursued in a clear, calm and firm manner. Although you may get angry or frustrated by the process, try to channel that energy into a persuasive argument about your right to accessibility.



• Praise the good features. If there are certain aspects of the product or service that are particularly easy-to-use, point them out and commend the organization for including them in the technology.



• Know when it is time to move on to legal remedies. When all else fails and you cannot reach resolution with the directly involved organization, consider using the legal complaint procedures that are available to you.

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