ADA Program

The ATL Airport Community Improvement Districts is committed to providing equal access to its programs, services, meetings, public engagement activities, and information for individuals with disabilities.

AACIDs provides this page as a public resource for information about its Americans with Disabilities Act program, reasonable accommodation process, complaint procedure, and downloadable complaint forms.

Download ADA Complaint Form

Download ADA Complaint Policy

Download Accessibility Form

Download WAV Equivalency Methodology Memo

ADA Commitment

AACIDs is committed to providing a fair and accessible process for individuals seeking reasonable accommodation or filing a complaint related to accessibility.

This process is intended to support compliance with the Americans with Disabilities Act and Section 504 of the Rehabilitation Act of 1973. AACIDs will review ADA-related complaints on a case-by-case basis and respond through an interactive process that considers the facts, requested accommodation, applicable requirements, and available resolution options.

AACIDs does not discriminate against qualified individuals with disabilities in its programs, services, public meetings, communications, or activities.

Responsible Official

AACIDs designates an ADA Coordinator to receive, review, track, and respond to ADA-related complaints and reasonable accommodation requests.

ADA Coordinator
ATL Airport Community Improvement Districts
3800 Camp Creek Parkway
Building 1400, Suite 132
Atlanta, GA 30331

Phone: 404-349-2211
Email: rcaudill@aacids.com
Website: www.aacids.com

Filing an ADA Complaint

An ADA complaint should be filed within 180 days of the alleged incident.

Complaints may be submitted using the ADA Complaint Form or by contacting the ADA Coordinator directly. AACIDs will make reasonable efforts to assist individuals who need help completing or submitting a complaint.

A complaint should include:

• The complainant’s name, address, phone number, and email address.
• A description of the alleged disability-related discrimination, access barrier, service concern, or incident.
• The date, time, and location of the alleged incident.
• The AACIDs program, service, meeting, communication, activity, or mobility-related initiative involved.
• Names of any individuals involved, if known.
• Any requested accommodation or proposed resolution.
• Any supporting documentation, screenshots, correspondence, witness information, or other      relevant materials.

Download ADA Complaint Form

Complaint Intake and Initial Review

After AACIDs receives an ADA complaint, the ADA Coordinator will review the submission and create a record of the complaint.

The initial review may include:

• Confirming receipt of the complaint.
• Assigning the complaint a tracking number.
• Determining whether the complaint falls within the scope of the ADA or Section 504.
• Identifying whether the complaint involves a service provider, partner, contractor, or mobility platform.
• Determining whether immediate action is needed to address safety, access, service continuity, or accommodation concerns.
• Requesting additional information from the complainant, if needed.

If the complaint does not fall within the scope of AACIDs’ ADA complaint process, AACIDs will notify the complainant in writing within 10 business days of receipt.

If the complaint falls within the scope of the ADA complaint process, AACIDs will notify the complainant and begin review or investigation within 10 business days of receipt.

Investigation & Resolution

The ADA Coordinator will conduct or coordinate the investigation.

The investigation may include:

• Reviewing the complaint and relevant documentation.
• Interviewing the complainant and other involved parties.
• Coordinating with contractors, service providers, or partners involved in the      complaint.
• Reviewing service records, trip records, customer support records, public meeting records, or communication logs.
• Reviewing available video, photographs, reports, or other evidence, where applicable.
• Reviewing any history of similar complaints or repeated access concerns.
• Determining whether a policy, practice, service design, communication method, or      operational issue created an access barrier.
• Identifying corrective action or resolution options.

AACIDs will maintain records of discussions, documents, findings, recommendations, and complaint-related materials in a confidential file.

The investigation will be completed within 60 days of receiving the formal complaint, unless additional time is required due to the complexity of the matter. If additional time is needed, AACIDs will notify the complainant.

Following the investigation, AACIDs will prepare a written determination summarizing the findings and any proposed resolution or corrective action.

Corrective actions may include:

• Providing a reasonable accommodation.
• Updating public information, forms, web content, notices, or communications.
• Coordinating with a service provider or contractor to address a service concern.
• Referring a service provider issue for additional training, review, or corrective action.
• Adjusting procedures to improve accessibility.
• Improving staff or contractor training.
• Reviewing repeated complaints for patterns that require broader action.
• Taking additional steps necessary to support ADA compliance and accessible service delivery.

Written notification of findings and proposed resolution will be provided to the complainant within 30 days after the investigation is completed.

Partner and Service Provider Coordination

Some AACIDs programs, services, or mobility-related initiatives may involve contractors (i.e. Via), operators, technology platforms, or partner agencies.

When an ADA complaint involves a partner or service provider, AACIDs may coordinate with that party to review the complaint, gather information, determine findings, and support resolution.

AACIDs will retain responsibility for tracking the complaint and ensuring appropriate follow-up within AACIDs’ ADA complaint process.

Appeal Process

A complainant who wishes to appeal a denial, finding, or final determination must submit a written appeal within 10 calendar days from the date of the written decision.

The appeal should explain why the complainant disagrees with the determination and include any additional information for review.

AACIDs will review the complaint, investigation file, appeal request, and any additional relevant information before issuing a final written decision.

The complainant will be notified in writing within 10 business days of the final appeal decision.

Monitoring ADA Complaints and Requests

AACIDs will monitor ADA complaints and reasonable accommodation requests to support compliance, accountability, service quality, and continuous improvement.

Complaint and request records may include:

• Date received.
• Assigned case number.
• Complainant or requester name.
• Contact information.
• Summary of the complaint or request.
• Program, service, activity, or provider involved.
• Complaint classification.
• Review status.
• Investigation steps.
• Finding or determination.
• Corrective action or resolution.
• Appeal status, if applicable.
• Date closed.

AACIDs may review complaint trends to identify repeated issues, training needs, communication gaps, service barriers, or opportunities to improve accessibility.

Alternative Formats and Language Assistance

AACIDs will provide ADA program information, complaint procedures, and complaint forms in alternative formats upon request.

Alternative formats may include large print, electronic format, accessible PDF, or other reasonable formats.

Language assistance may also be provided upon request to support meaningful access to AACIDs programs, services, public meetings, and complaint procedures.

To request an alternative format, language assistance, or help submitting a complaint, contact AACIDs.

Telecommunications Relay Services

Individuals who are deaf, hard of hearing, deafblind, or have speech disabilities may use Georgia Relay by dialing 711.

Georgia Relay services may include TTY, Voice Carry Over, Hearing Carry Over, Speech-to-Speech, Spanish relay, and captioned telephone services.