Any persons who believe they have been the object of unequal treatment or discrimination on the grounds of disability may file a complaint with the responsible City Bureau or may file with City of Portland’s ADA Title II & Equity Manager for referral. For the most up to date list of appropriate bureau ADA liaisons contact 311 at (503) 823-4000.
This process applies to all complaints filed under Title II of the Americans with Disability Act arising from any program, service of or activity of the City of Portland or its sub-recipients.
This is an administrative process that does not provide for compensatory or punitive damages.
The City’s process is not exclusive. A person filing a complaint with the City may also file a complaint with other state or federal agencies or the courts. Other agencies will have time limits for filing complaints. Generally, federal agencies require Title II complaints to be filed within 180 days of the date of the discrimination.
The Title II complaint process does not cover complaints based on protections afforded under other civil rights statutes, such as race, color, national origin, religion, sex, sexual orientation, gender identity, marital status, age or source of income. If a complaint is filed alleging such discrimination, the complainant will be notified that it cannot be processed as a Title II complaint. Complaints of discrimination based on race, color or national origin will be handled under the City’s Civil Rights Title VI complaint process which is substantially similar to this Title II complaint process.
The City will review complaints based on sex, sexual orientation, gender identity, age or source of income to determine if they can be informally resolved. Please directly contact the responsible bureaus with complaints of this nature.
To be accepted, a Title II complaint must:
a) involve discrimination on the basis of disability;
b) allege that the discrimination was committed by the City of Portland, a City of Portland employee or a sub-recipient of the City of Portland; and
c) be filed within 180 days of the alleged discrimination or when the complainant knew, or should have known of the alleged discrimination.
Filing a Title II Complaint:
Complaints should be filed with appropriate or involved City Bureau or may be filed with Title II Program Manager, in the Office of Equity and Human Rights for referral.
Complaints must be in writing and signed by the complainant. If the complainant needs assistance in reducing the complaint to writing or signing it, he or she may request assistance from the bureau, the Title II Program Manager, or may have another person write and acknowledge the complaint on their behalf.
Complaints should include:
a) the name, address and phone number of the person who experienced the discriminatory action;
b) the date of the alleged act of discrimination or the date when the complainant(s) became aware of the alleged discrimination; and
c) a brief but specific description of the discriminatory practice or action and any relevant facts.
The complaint should include names and contact information of any witnesses, including city employees or contractors.
Allegations may be faxed or e-mailed and will be acknowledged and processed once the identity of the complainant and the intent to proceed with the complaint have been established.
The complaint form must be signed or acknowledged, and returned to the Program Manager for processing.
The original copy may be sent, faxed or emailed to:
Title II Program Manager
421 SW 6th Avenue, Suite 500
Portland, OR 97206
Allegations received by telephone or TDD will be reduced to writing on a complaint form and provided to complainant for confirmation or revision before processing.
Processing a Title II Complaint:
Upon receipt of the complaint, the responsible bureau or ADA Title II Manager will determine:
a) If the complaint is complete;
b) If additional information is needed;
c) If the City has jurisdiction; and
d) If the complaint is timely.
The appropriate Bureau will notify the complainant in writing within 15 working days either that the complaint is accepted or the complaint is not accepted. If the complaint is not accepted, the Bureau will state why. If the complaint is not accepted because additional information is needed, the complainant will be notified what information is needed.
If the Complaint is accepted, the City will investigate the merits of the complaint and will attempt to resolve it at the lowest level possible.
The Title II Program Manager will be cc'd on all complaints submitted directly to City bureaus.
In cases where the complaint is against one of the City of Portland’s sub-recipients, the City will assume jurisdiction and will investigate the complaint.
In some instances the City will have a legal obligation to notify a state or federal agency of a Title II complaint, and in such instances that agency may investigate the complaint.
Dismissal of Complaints:
The City of Portland may dismiss a complaint for any of the following reasons:
- The complainant withdraws the complaint.
- The complainant fails to respond to repeated requests for additional information needed to process the complaint.
- The complaint is untimely.
- The complainant cannot be located.
- The complaint is determined to be legally insufficient.
Investigating and Tracking Title II Complaints:
In cases in which the complaint is against the City, the appropriate Bureau will work with the complainant to investigate and attempt to resolve the complaint. The option of informal mediation meetings may be used at any stage.
The Responsible Bureau will complete discrimination complaint investigations within sixty (60) business days after written notice of acceptance of the complaint. If the investigation is expected to exceed 60 business days, the Responsible Bureau will notify the complainant of a revised timeline and the reason for the delay.
Once the investigation is complete, the Responsible Bureau must provide a written response to the complainant with the findings and actions by the Responsible Bureau.