Templates - Consumer Complaints and Feedback
A complaint is simply formal feedback where you wish a problem to be corrected and you expect a response.
- Where to submit Complaints A list of places to submit complaints-local? jusdiction? regional? state? federal? Agency? Many factors to consider (this website).
People with hearing loss often don’t know what to write, or what terminology to use with assistive listening systems (hearing loops, FM, or infrared systems). Or even a claimed Audio Over Wi-Fi system.
To make it easier, we’ve put together some templates to help you get started. Please feel free to adapt a template to compose a complaint. If you don’t like something, delete or change it. It can save you time—all you need to do is add the details and adapt them to your needs.
We are simply offering ideas and suggestions, rather than telling you what to do. It’s YOUR correspondence, not ours. You know the situation best. You need to be comfortable with whatever you submit. It is not legal advice.
More will be coming soon! In the meantime, please email us if you need support or resources. We may even be working on a draft template that may be relevant to what you might need.
Last updated 4/2/25
Suggestions-Missing Information about Assistive Listening
Options. Choose what is applicable for you, and adapt.
- “friendly approach” To help people find and learn about your assistive listening system, I hope [INSERT facility name] will consider adding information to the webpage and other places. To make it easy, here’s a practical tool with paragraph templates to adapt Promoting Your Assistive Listening System, with Checklist (2 pages, pdf)
“friendly approach” I also looked around on the [facility name] website and didn’t find any information about accessibility: mobility, FM system, and other services.
- Here’s a nice example from Lone Tree Cultural Center
- A statement about the FM system can be easily adapted from this tool Promoting Your Assistive Listening System, with Checklist (2 pages, pdf). Note: as a [public entity], you’ll need to make information available about the FM system (see the back)
- “educational approach” I’m not sure that you are aware that per the ADA, Title II entities. “Public entities are required to ensure that interested people, including people with hearing impairments, can obtain information as to the ‘existence and location of accessible services, activities, and facilities.’ To ensure that the public can easily identify the ADA Coordinator, the person’s name and contact information must be provided to the public.” To make it easy, here’s a practical tool with paragraph templates to adapt Promoting Your Assistive Listening System, with Checklist (2 pages, pdf)
- “educational approach” For Title III entities, public notice is a best practice, but not required. However, it helps both the site and the public to provide advanced information on what accommodations are already available. That way, the owner/operators don’t answer the same questions over and over, and users can plan to attend or request something else they might need. To make it easy, here’s a practical tool with paragraph templates to adapt Promoting Your Assistive Listening System, with Checklist (2 pages, pdf)
I was very surprised that the accessibility information was not easy to find on the (name) website a) at the bottom of every page b) on the contact page. On the (name) page, there was no mention of the hearing loops or any aids or services that are available for people with hearing loss (who don’t know sign language), even though information is required ADA Action Guide (webpage) Screenshots attached. Is the website undergoing improvements soon?
Neckloop and Receiver Problems
There should be no audible buzzing or humming when I listen.
If I could offer some beginning troubleshooting, two likely culprits that you may already be working on: Electromagnetic Interference (EMI) or interference on the selected channel. With all the new electrical wiring in the new building, EMI is a real possibility, such as some minor piece of the electrical work isn’t properly grounded. Here’s an FM/RF troubleshooting resource
The Americans with Disabilities Act (ADA) requires facilities to provide “hearing aid compatible” devices. A neckloop sends the audio directly to a telecoil in a person’s hearing aids or cochlear implants.
Headphones are not acceptable, as they create audible feedback (squeal), which can be heard by the consumer and people nearby. Furthermore, headphones over a hearing aid are not comfortable to wear and do not give good sound.
To calculate how many neckloops you need, here is an Online Receiver Calculator. Receiver calculator
Visit the webpage, ADA Standards for assistive listening systems, to learn more about the standards (this website).
The Americans with Disabilities Act (ADA) requires facilities to provide receivers, headphones, and neckloops. A neckloop sends the audio directly to a telecoil in a person’s hearing aids or cochlear implants.
Headphones are not acceptable, as they create audible feedback (squeal), which can be heard by the consumer and people nearby. Furthermore, headphones over a hearing aid are not comfortable to wear and do not give good sound.
To calculate how many neckloops you need, here is an Online Receiver Calculator. Receiver calculator
Visit the webpage, ADA Standards for assistive listening systems, to learn more about the standards (this website).
Assistive Listening System
complaint to ADA coordinator at the venue
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Good [morning]
I have hearing loss. My hearing aids give the most benefit to, at best, six feet if it is quiet and no other background noise; thus I need an assistive listening system (ALS) to eliminate the negative effects of distance, noise, and reverberation.
When I attended [event name] at the [facility] the assistive listening system (FM system) did not work. I experienced [brief description: clicking? humming? no sound]. I used a receiver and [neckloop or headphones]. At intermission I exchanged receivers and [neckloop or headphones]. Still I had did not have access to clear sound at the event, which was [describe feelings of being left out, frustrated, etc.].
These systems give me clarity to the words spoken and music. I am an experienced user and use IR, FM, and hearing loops around the state.
After the event, I spoke with staff about my experiences. They were very pleasant and assured me the system is checked before every event and would take care of things.
I thought it would be good to also send you an email. I hope this problem can be resolved. I’d appreciate an email acknowledging my concern. Thank you,
Complaint with the State’s Civil Rights office where a conference was held. All that was needed was a short description.
———————
I have significant hearing loss. My hearing aids give the most benefit to, at best, six feet if it is quiet and no other background noise; thus I need an assistive listening system (ALS) to eliminate the negative effects of distance, noise, and reverberation.
I recently attended the [Conference Name], [Conference dates, year] , at the [location]. Since there was no information about ALS on the conference center’s accessibility webpage, prior to attending, I sent an email to [name], ADA Coordinator on [date] and received no response.
On [date], [add any other things you did or experienced]
Because I had no assisted listening accommodation, it was difficult to hear in almost all of the meeting rooms. I required more effort on my part to concentrate in trying to comprehend what was being presented, making me more tired by the end of the day. I wasn’t able to fully participate and experience the conference and information being presented.
I am hoping you will take time to read the email string below as I have not received any further response regarding my case.
On [DATE], I attended [INSERT event/conference] in [city/state] at the [location] which did not have an assistive listening system. This is a violation of the Americans with Disabilities Act, and I filed a complaint the end of [date].
I received an initial reply from [name, role] who did passed on my complaint to [department].
It was my understanding that I would receive a response from the investigator assigned to my complaint after a response was received from the [name/role] but I never have, even after several attempts to contact the investigator asking for a reply.
Could you please send me an update and when this case will be reviewed?
A consumer/user/patron should not hear any echo or a fuzzy sound from the assistive listening system.
Here is a latency demonstration at only 47ms, which is very noticeable. Would you like to listen to an entire event with this poor sound quality?
Please email the Center for Hearing Access for a template (this website)
A consumer/user/patron should not hear the audio later than what they see from lipreading. The audio should match the lip reading. If it doesn’t, there is a latency problem in the assistive listening system and needs to be corrected.
Please email the Center for Hearing Access for a template (this website)