Accessibility Complaint Investigation and Resolution Process

Complaint Investigation and Resolution Process

If an individual with a disability encounters an issue with a website or web application developed or owned by UCSF, the individual may report the barrier via a webform, phone, email, or to a mailing address per this list of contacts. Once a report is made, the following steps are taken:

  • Email messages sent via the Report an Accessibility Issue web form or to the [email protected] email address will be directed to the Digital Accessibility Compliance team.
  • Messages sent via phone messages, email, and physical mail will be directed respectively to the Student Disability Services Director, the Human Resources Disability Management Services Manager, or Patient Relations who will consult with the Digital Accessibility team if needed.

Upon receipt of an accessibility complaint or barrier report, the Digital Accessibility team will:

  • Create a ServiceNow ticket for the specific product and accessibility issue reported, including date received;
  • Investigate the issue and provide a preliminary response to the reporting individual within 48 business hours of receiving the complaint.

If an accessibility issue is discovered within the context of the supported assistive technologies and Information and Communication Technology applications at UCSF, the Digital Accessibility team will, in consultation with the Student Disability Services Director, the Human Resources Disability Management Services Manager, or Patient Relations and appropriate staff:

  • Define the existing accessibility issue within the ticket and acceptance criteria necessary to resolve the issue;
  • Specify the level of priority for resolving the accessibility issue and identify a timeline for resolution.

Following the creation of the accessibility ticket, the Digital Accessibility team will respond to the reporting individual, if appropriate, and inform the individual as to the timeline for resolution.

The Digital Accessibility team will communicate with the reporting individual to determine if an alternate access solution is necessary while the accessibility issue is resolved.

Following the resolution and/or conclusion of the accessibility issue, the Digital Accessibility team will identify in the ticket the date at which the accessibility issue was completed.