The City of El Paso is required to ensure that our facilities, services, and programs are accessible to people with disabilities and in compliance with the Americans with Disabilities Act Title II Regulations.

If you believe that you have been discriminated against based on your disability or have not been able to access a facility, program, or service of the City of El Paso that receives Federal financial assistance under Section 504 of the Rehabilitation Act of 1973, please provide the details by filing a grievance using the process below. All grievances will be reviewed and the grievant will be contacted in written format with the results or additional instructions on how to further proceed.

This grievance procedure is designed solely for facilities, programs, and services owned and/or operated by the City of El Paso, Texas as they relate to Accessibility and ADA.

Transportation related complaints filed under Title VI with the City of El Paso will be forwarded to the Texas Department of Transportation Office of Civil Rights for investigation, if applicable, within 10 calendar days of receipt.

If your grievance is related to non-City-owned businesses (Title III businesses), please visit the U.S. Department of Justice United States Department of Justice or contact the United States Department of Justice Information Line at 1-800-514-0301 for assistance.

Anyone who requires a public accommodation or a modification of policies or procedures to participate in a program, service, or activity may contact the department offering the service directly.

If assistance is needed in completing the grievance form because of a disability, please contact the ADA Coordinator at [email protected]

View Grievance Form View Grievance Form in Spanish

(ADA) Americans with Disability Act Grievance Process

1. File a Grievance/Service Request:
Grievances and Service Requests may be filed using one of the methods below:

• Fill out and submit the Grievance online form. 
• Write an email to the ADA Coordinator [email protected] or send a written Grievance to:
  City of El Paso Office of Title VI and ADA (Accessibility)
  801 Texas Ave. 3rd Floor
  El Paso, TX 79901

• Use the EP311 web app to submit an ADA Accessibility Service Request. Using the same app, follow-up status and progress may be tracked.
  Note: This process works when filing an accessibility issue. (Examples: Small sidewalk gap, missing curb ramp, or a City-owned facility or program not being ADA compliant.)

2. After You File a Grievance:
If a Grievance relates to discrimination on the basis of your disability,

• Receipt of the grievance will be acknowledged
• The investigator may elicit the facts surrounding the complaints, witnesses, and the grievant’s suggested resolution to the grievance.
• After investigation of the information that is provided and gathered, the grievant is informed of the findings in written format.
  • If a problem is identified, it will be accompanied by a remedial plan to the City entity which the grievance was filed against.
  • If the research resulted in no violations found, the ADA Coordinator will respond to the grievant explaining the position of the City in written format.

Note: Confidentiality is of the utmost importance. Everyone involved in an investigation has a privacy interest that must be protected.

The City of El Paso will make all reasonable modifications to policies and programs to ensure that people with disabilities have an equal opportunity to enjoy all of its programs, services, and activities.