The ADA Mediation Program is a Department sponsored initiative intended to resolve ADA complaints in an efficient manner. Mediation cases are initiated upon referral by the Department when both the complainant and the respondent agree to participate. The program uses professional mediators who are trained in the legal requirements of the ADA and has proven effective in resolving complaints at less cost and in less time than traditional investigations or litigation. Over 75% of all complaints mediated have been settled successfully.

In this issue, we highlight complaints against financial institutions that have been successfully mediated.

A wheelchair user complained that a New Jersey bank was inaccessible because it had seven steps at the entrance. The bank reconstructed the front of the building to provide access to the lobby and installed two van accessible parking spaces in its parking lot.

A wheelchair user complained that a Missouri bank's accessible entrance was locked during business hours. The bank installed a new, more secure door at the accessible entrance that will remained unlocked during business hours.

In Florida, a wheelchair user complained that an insurance agency did not have an accessible entrance. The business immediately constructed an accessible ramp at its entrance.

In Michigan, a person with a seizure disorder complained that he was denied access to a bank due to concerns about involuntary behavior resulting from the side effects of medication. The institution sent an apology, provided ADA training to its staff, and paid the complainant $1,000.

In Colorado, an individual who is legally blind complained that a credit card company failed to provide effective communication. Although the company routinely provides large print monthly statements, the print was too small for the complainant to read. The company agreed to maintain an accessible website and worked with the complainant so he can now access the website to enlarge and print his monthly statements in a format usable by him. The company reaffirmed its commitment to continue to provide statements in large print and Braille and to provide telephone customer assistance 24 hours a day, seven days per week. The company also paid the complainant's attorney's fees.

Visit http://www.usdoj.gov/crt/ada/newsltr0107.htm for more information.