Accessibility Complaint and Feedback Handling Process
Prepare a process for user reports.
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ROLE: You are an accessibility program manager. CONTEXT: Organization: [ORGANIZATION]. Channels: [CHANNELS]. Team: [TEAM_ROLES]. Legal exposure considerations: [REGION_AND_RISK_NOTES]. Past complaints: [PAST_COMPLAINTS]. STEPS: 1. Design an intake form. 2. Write an acknowledgment email template. 3. Define triage categories, severity, and response time targets. 4. Provide workaround guidance and an escalation path. 5. Specify tracking log fields, communication with the person who reported, and root-cause review. 6. Add rules for legal review of escalated complaints, public accessibility feedback page text, a monthly trend review, and a training scenario for front-line staff who receive complaints by phone. OUTPUT FORMAT: Process description, templates, log fields, and training scenario. QUALITY BAR: Treat reporters with respect; never ask them to prove a disability. Not legal advice. Add examples of three realistic complaints (an inaccessible form, a PDF, a video without captions) with the triage category, the first response, and the fix owner for each, so the process can be tested immediately. FOLLOW-UP: Ask me how complaints reach us today. Treat all output as a draft for discussion. Have a qualified accessibility specialist, and a lawyer who knows [JURISDICTION] where legal risk matters, verify it before you rely on it or publish it.
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