Filing a complaint against a non-compliant website is a powerful way to enforce accessibility laws. Websites that fail to meet ADA, WCAG, Section 508, or industry-specific regulations can face legal consequences—even from a single complaint. This guide explains how to identify issues, document violations, and submit complaints correctly to protect your rights and encourage accessible web experiences.
Understanding the Legal Basis for Complaints
Complaints must reference legal standards to be effective.
Key U.S. Laws:
- ADA (Americans with Disabilities Act) – Public-facing sites must be accessible
- WCAG 2.1 AA – Technical guidelines for digital accessibility
- Section 508 – Federal agencies and contractors
- Industry-specific laws – HIPAA, FERPA, CVAA, COPPA
Case examples of complaints leading to settlements:
- Netflix – Closed captioning lawsuit
- Domino’s – Online ordering accessibility
- Target – Website navigation barriers
When to File a Complaint
Complaints are warranted if a website creates barriers for users with disabilities or violates legal accessibility standards.
Indicators for complaint:
- Inaccessible navigation menus or buttons
- Missing captions or transcripts on videos
- Poor color contrast or unreadable text
- Forms that are difficult for screen readers
- Non-compliant mobile apps
Even a single user experience problem can justify filing a complaint.
Step 1 — Document the Issue
Clear evidence strengthens your complaint.
Checklist:
- URL of the website/page
- Screenshots showing accessibility problems
- Video recordings (if interactive elements fail)
- Description of the issue (barrier type, impact)
- Device/browser info (desktop, mobile, OS, screen reader)
Bank Inaccessible Online | Inaccessible Online Menu
Step 2 — Identify Applicable Laws
Referencing relevant laws makes your complaint actionable.
| Type | Law / Guideline | Applicability |
|---|---|---|
| General accessibility | ADA Title III | All public-facing websites |
| Technical standard | WCAG 2.1 AA | Web and mobile content |
| Government-related | Section 508 | Federal agencies/contractors |
| Healthcare | HIPAA | Patient portals, online healthcare apps |
| Education | FERPA | Student data platforms |
| Media | CVAA | Video and app accessibility |
Step 3 — Choose the Right Recipient
Complaints can be filed with multiple authorities.
Options:
- Business/Website owner – Many issues are resolved directly
- Government agencies – e.g., DOJ for ADA violations
- Industry regulators – Health, finance, education
- Third-party accessibility services – For mediation or representation
Step 4 — Draft the Complaint
Use clear, formal language with evidence.
Recommended structure:
- Introduction – Identify yourself and purpose
- Description of website issue – Include screenshots/video
- Relevant law or guideline – ADA, WCAG, Section 508
- Impact statement – Explain how it affects users
- Desired resolution – Accessible site or specific fixes
Keep tone professional, factual, and concise.
Step 5 — Submit the Complaint
Submit through official channels or directly to website owners.
- Website contact forms or compliance email
- Department of Justice (DOJ) ADA portal
- Industry regulators – HIPAA, FERPA, CVAA
- Third-party mediation services
Step 6 — Follow-Up & Enforcement
Track progress after submission.
- Request acknowledgement from recipient
- Keep a record of all communications
- Escalate to DOJ or regulators if no response
- Consider legal representation if necessary
Step 7 — Tips for Effective Complaints
Maximize impact of your submission.
- Attach clear evidence (screenshots, videos)
- Reference the exact law or guideline
- Include contact info for follow-up
- Be concise and factual
- Highlight accessibility impact
Complaint Process Overview
| Step | Action | Notes |
|---|---|---|
| 1 | Document Issue | Screenshots, videos, URL |
| 2 | Identify Law | ADA, WCAG, Section 508 |
| 3 | Choose Recipient | Owner, DOJ, regulator |
| 4 | Draft Complaint | Factual, concise, include evidence |
| 5 | Submit | Email, form, official portal |
| 6 | Follow-Up | Track, escalate if needed |
| 7 | Tips | Attach evidence, reference law |
Protect Your Rights and Enforce Compliance
Non-compliant websites can be reported to protect users with disabilities. Take action now with expert guidance to ensure your complaint is effective.
Your voice matters—use the legal system to create a more inclusive digital world.
FAQs — Making a Complaint Against a Website
Can one person file a complaint?
Yes, even a single user can file a complaint against a website that violates accessibility laws.
Do I need legal representation?
Not always; many complaints are resolved directly with the website owner or regulator.
How do I know which law applies?
Check your industry and the type of accessibility barrier; ADA and WCAG apply to all public sites.
Can complaints lead to fines?
Yes, unresolved complaints can result in settlements, penalties, or lawsuits.
How do I provide evidence?
Include screenshots, videos, descriptions, and any technical details about accessibility failures.
Stand Up for Digital Accessibility
Every complaint helps build a fairer internet. Use your rights to demand accessible experiences and hold businesses accountable.
Learn how to file an effective, legally sound complaint with our expert guidance.