Submitting Complaints When You Can't Hear Well

Row 1: Text in red, ADA, followed by wheelchair access symbol in blue. Row 2: Text in red, Americans with Disabilities Act. Row 3: Blue line. Row 4: Text in blue, 36, then text in red, Celebrate, above text in blue – July 26, 2026.

Below are ideas for working locally, in your state, or nationally to resolve issues with assistive listening system equipment that is not working or out of compliance.

While the ADA covers many situations, other agencies and jurisdictions also apply. 

What Could Possibly Go Wrong?

Malfunctioning equipment, absent equipment, poor sound quality, echo (latency), buzzing sounds, soft sounds, system not turned on, missing signage, dead batteries, missing neckloops, untrained staff, etc. can be problematic for people with hearing loss. The Americans with Disabilities Act (ADA) requires assistive listening systems (hearing loop, FM/RF, and infrared systems) as well as devices for Effective Communication. 

To make improvements and changes, you are the best person to determine what is best for your situation and needs.

Video.  Learn more about what counts as a disability, what your rights are, and how the ADA protects people with many different types of conditions. (3:27)

Is Hearing Loss a Disability?

Short answer: yes.

Longer explanation. Many people do not identify with the word disability. Why? Because for many, disability means the Social Security definition, permanent and unable to work. The ADA’s broad definition is simply not on their radar. 

The ADA guarantees that people with disabilities have the same opportunities as everyone else to enjoy employment opportunities, purchase goods and services, and participate in state and local government programs.

From the ADA, “A person with a disability is someone who has a physical or mental impairment that substantially limits one or more major life activities” and “People who have vision, hearing, or speech disabilities (“communication disabilities”) use different ways to communicate.”

Disability is common and ordinary.

Enforcement is a “Complaint-Driven” Process

Sometimes, when you try to work with an organization directly, things don’t change, and you still can’t hear clearly. Submitting a formal complaint can sometimes help prompt action. Or sometimes you wish to submit a complaint immediately, based on discrimination and civil rights violations.

There are no ADA inspectors to check and verify that facilities are in compliance. Therefore, the most important person in this process is the person who submits the complaint. If there are no complaints, there are no changes.

Once someone has submitted a formal complaint, various government agencies are responsible for investigating complaints, and sometimes for pursuing court action.

Terminology. “Write a Complaint” implies just the writing and doesn’t say what you are going to do with it. “File a Complaint” implies a lawsuit. “Submit a Complaint” says what it is that the person will submit a complaint to an organization, whether it is to the organization that did not provide hearing access or to a government agency to investigate the complaint of the lack of hearing access.

Once you submit a formal complaint, be ready to cooperate in any investigation, mediation process, or request for further documentation.

Working Locally with Problems and Concerns

Usually, working locally is quicker for resolving problems by expressing concerns either verbally or in writing, using existing internal grievance procedures. Below are some options for consideration. 

Audiologists and hearing instrument specialists

If your telecoil in your hearing aid or cochlear implant is not working, it is likely that you can resolve the issue with your audiologist or hearing instrument specialist. They can answer your questions or educate you in using assistive listening systems. 

However, if you cannot

  • Your State can help with consumer protection issues. Audiologists and hearing instrument specialists are licensed by the state.
  • If you feel there is an ethics concern, ASHA (American Speech-Language-Hearing Association): Filing a Complaint of Alleged Violation of the ASHA Code of Ethics or the Assistants Code of Conduct
On-site facility staff for their assistive listening system
  • Troubleshoot. Educate and work with the venue/organization/institution. Try to use written communication, either as initial inquiries or as follow-up. Sometimes you may need to contact someone in a supervisory position. See
  • Contact us if you need assistance for hearing loop, FM, infrared (IR) systems for writing inquiries, troubleshooting feedback, etc.
  • Write a Google review. Sometimes sites will respond to reviews. Screenshots, ideas and “how to” links (this website)

How to Write Complaints

Need ideas? Not sure what language to use? Need ideas? Not sure what language to use? There are a couple of choices, depending on your needs.

Where to Submit Complaints

If you don’t know, it’s ok. Do the best you can. Some options to determine the appropriate agency.

  • Call or email the agency before submission and ask.
  • Ask a knowledgeable advocate you trust about their opinion.
  • Contact the local ADA regional center. ADA Regional Centers (website). The National Network of ADA Centers provides information, resources, and training for consumers, organizations, and businesses, but does not have enforcement responsibilities. This is a completely confidential and zero-cost service for people with disabilities, government officials, employers, or small businesses.
  • At the beginning of your written complaint, include “I think this is the proper agency, but I am not sure. Please let me know ASAP if I should file with a different agency.”
Locally

ADA coordinator at the business, venue, or institution. Contact information for ADA coordinators can be found on business, venue, or institution’s website (required for Title II entities; strongly recommended for Title III entities).

About ADA Titles I-V (this website)

State

File a discrimination complaint with your state’s Human or Civil Rights Division. Contact information for each state (webpage). Hearing Well is a Civil Right.

Federal and National

Determine the appropriate agency, such as

Federal Agencies, Departments, Services, etc.

Federal: Air Travel Resources

FCC Non-assistive listening (captioning, phones, etc.)

Audiologists and Hearing Instrument Specialists

Locally

  • If you have a concern, it is likely you will get it resolved with your audiologist or hearing instrument specialist. 

State

  • However, if you cannot resolve your concerns, look to your state agencies to submit a complaint:
    • Consumer protection issues (Attorney General)
    • Licensing boards for audiologists or hearing instrument specialists
    • Insurance board

National Professional Ethics Committees

You can submit an inquiry or a complaint against an individual for possible noncompliance with the organization’s Code of Ethics.

What to Expect

Department of Justice

When filing a complaint with the Department of Justice (DOJ) regarding a disability-related issue, you can expect a process that may involve investigation, mediation, and potential litigation. The DOJ will review your complaint, and if they find it to be within their jurisdiction and supported by sufficient information, they will initiate an investigation or refer it to their ADA Mediation Program. You may be contacted to provide additional information, and the process can take time, potentially up to three months for initial review.