Worksheet for Generating a Letter of Complaint About Inaccessible Technology

(For assistance, contact ITTATC at 1-866-948-8282 (voice/TTY) or http://www.ITTATC.org/technical/help.cfm.  You can visit our website at www.ITTATC.org.)


At a minimum, you should gather the following information to generate a letter of complaint about inaccessible information or telecommunication technology.

After you have collected this information, use the templates on the following pages to create a specific letter of complaint.


1. What product or service is inaccessible?  (Provide specific information to identify the product or service.  If applicable, include model number and/or serial number and place of purchase.)




2. What date(s) did you use or try to use the inaccessible technology?  (If applicable, what date did you purchase the inaccessible technology?)



3. What features or functions cannot be used?  What happens or does not happen?






4. How does this inaccessibility affect your life, i.e., your ability to work, to participate in the community, and/or to contribute to family life?





 

5. What changes would make the product or service more accessible to you?  What action(s) would you like the organization to take to resolve the problem?






6. What laws support your right to access this specific technology?  (See “Speak Out” section called Which Complaint Procedure Applies to You.)






7. To whom should you send the letter of complaint?  (See “Speak Out” section called The Basics of Speaking Out and the specific complaint procedures for the laws that apply to your situation.)




 


Template for Letter of Complaint
About Inaccessible Information or Telecommunication Technology
Provided by a Business


Your Address 
Your City, State, Zip Code
Date

Name of Contact Person, if available
Title, if available
Company Name
Consumer Complaint Division (if you have no specific contact)
Street Address
City, State, Zip Code

Dear (Contact Person):

Re: (account number, if applicable)

On (date), I (bought, leased, rented, or tried to use) a (name of the product, with serial / model number, or name of the service) at (name of store, location, date and other important details of the transaction).

Unfortunately, your product (or service) is not accessible to me.  (If you wish, include a short statement about your disability, focusing on difficulties you have with products rather than a medical diagnosis.)  I am disappointed because I cannot use (name the feature or function causing the problem) because (describe what happens or does not happen).  Because your product (or service) is inaccessible, I cannot (describe how the product’s inaccessibility affects your ability to work, to participate in the community, or to contribute to family life).  

To resolve the problem, I would appreciate your (state the specific action you want - money back, charge card credit, repair or modification, exchange, etc.) Enclosed are copies (do not send originals) of my records (include receipts, guarantees, warranties, canceled checks, contracts, model and serial numbers, and any other documents).

[If applicable…] Certain laws and regulations require products like yours to be accessible to and usable by people with disabilities.  (If you know them, list the laws that may be violated.)  I will wait until (set a time limit) before seeking additional help from a disability rights / protection and advocacy organization.

Please contact me at the above address or by phone at (home and/or office numbers with area code).  I look forward to your reply and to a resolution to my accessibility problem.  

Sincerely,

Your name

Enclosure(s)
 


Template for Letter of Complaint
About Inaccessible Information or Telecommunication Technology
That Supports Employment-related Activities


Your Address 
Your City, State, Zip Code
Date

Name of Your Manager (or other relevant manager)
Title
Company Name
Street Address
City, State, Zip Code

Dear (Manager):

Re: Use of inaccessible employment-related technology

As we have discussed at previous meetings, I am unable to use (name the organization’s product or service that is inaccessible) to (describe the “essential functions” of your job that you cannot perform or the specific benefits of employment that you cannot access, e.g., lookup policies and procedures on a web-based intranet; use the menu-based phone system to contact others within the company; process transactions in the accounts receivable software application; access online training courses; etc.)

(If you wish, include a short statement about your disability, focusing on difficulties you have with products rather than a medical diagnosis.)  I am having difficulties with the technology because I cannot use (name the feature or function causing the problem) because (describe what happens or does not happen).  Because the technology is inaccessible, I cannot (describe how the product’s inaccessibility affects your ability to work or to enjoy equal benefits and privileges of employment as those enjoyed by employees without disabilities).  

To resolve the problem, I would appreciate your (state the specific action you want – modification or replacement of the technology, use of assistive technology, implementation of an accommodation, etc.).

[If applicable…] Certain laws and regulations require employment-related technology to be accessible to and usable by people with disabilities.  (If you know them, list the laws that may be violated.)  I will wait until (set a time limit) before seeking additional help from a disability rights / protection and advocacy organization.

Please contact me at the above address or by phone at (home and/or office numbers with area code) if you need additional information.  I look forward to working with you to find a resolution to my accessibility problem.  

Sincerely,

Your name
 


Template for Letter of Complaint
About Inaccessible Information or Telecommunication Technology
Provided by a Governmental Agency


Your Address
Your City, State, Zip Code
Date

Name of Contact Person, if available
Title, if available
Government Agency or Department Name
Street Address
City, State, Zip Code

Dear (Contact Person):

Re: Use of inaccessible technology

On (date), I tried to use the (name the agency’s program, service, or activity that is inaccessible) at (location, date and other important details of the program, service, or activity).

Unfortunately, your (name the program, service, or activity) is not accessible to me.  (If you wish, include a short statement about your disability, focusing on difficulties you have with products rather than a medical diagnosis.)  I am disappointed because I cannot use (name the feature or function causing the problem) because (describe what happens or does not happen).  Because your (name the program, service, or activity) is inaccessible, I cannot (describe how the product’s inaccessibility affects your ability to work, to participate in the community, or to contribute to family life).  

To resolve the problem, I would appreciate your (state the specific action you want - modification or replacement of the technology, use of assistive technology, implementation of an accommodation, etc.) 

[If applicable…] Certain laws and regulations require government-related technology to be accessible to and usable by people with disabilities.  (If you know them, list the laws that may be violated.)  I will wait until (set a time limit) before seeking additional help from a disability rights / protection and advocacy organization.

Please contact me if you need additional information.  I look forward to working with you to find a resolution to my accessibility problem.  

Sincerely,

Your name