Complaint Procedure

This Complaint Procedure is established to meet the requirement of the Americans with Disabilities Act (ADA). Only ADA issues will be addressed through this procedure.

Who May File

An individual who has attempted to access one of the Town’s services, activities, or programs, and who believes that he or she has been subjected to discrimination on the basis of a disability, may, by himself, herself, or by an authorized representative, use this Complaint Procedure to file a complaint.

Step 1 – The Written Complaint

The complaint should be in writing via our ADA Complaint Form and contain information about the alleged discrimination such as name, address, and phone number of the complainant and location, date, and description of the problem. Alternate means of filing complaints will be made available for persons with disabilities upon request.

The complaint should be submitted by the complainant as soon as possible, but no later than 60 calendar days after the alleged violation, to the ADA Coordinator:

ADA Coordinator

Angie Whitley
Email: [email protected]
Phone: 336-992-0741
TDD: 336-993-0196
TTY: 711
Mailing Address: PO Box 728, Kernersville, NC 27285
8:00 AM – 5:00 PM Monday through Friday

Step 2 – Meeting with the ADA Coordinator

Within 15 calendar days of the written complaint, the ADA Coordinator will respond to the complainant in writing or in a format accessible to the complainant. The response will explain the position of the Town of Kernersville and will offer the solutions the Town will seek for resolution of the compliant. If the ADA Coordinator determines that a meeting with the complainant is necessary to gather more information/clarification, the ADA Coordinator will contact the complainant to schedule such.

Step 3 – Appeal to the Town Manager

If the response by the ADA Coordinator does not satisfactorily resolve the issue, the complainant may appeal the decision of the ADA Coordinator within 15 calendar days after receipt of the response, to the Town Manager or other appropriate high-level official or designee. Within 15 calendar days after receipt of the appeal, the Town Manager will review the complaint and make a decision regarding the complaint and inform the complainant of such decision. The Town Manager will inform the complainant in writing or a format accessible to the complainant of the decision. If the Town Manager deems it necessary to meet with the complainant to get more information/clarification, the Town Manager will contact the complainant to schedule such.
Please let me know if you have any questions.

All written complaints received by the ADA Coordinator, appeals to the Town Manager, and responses from the ADA Coordinator and Town Manager, will be kept by the Town for at least three years.

Initiate a Complaint

ADA Complaint Form