File a Web Accessibility Complaint - San Francisco

Technology and Data California 3 Minutes Read ยท published February 06, 2026 Flag of California

San Francisco, California residents and visitors who encounter inaccessible city websites or digital services can file a formal complaint to request remediation under municipal accessibility policies and applicable disability laws. This guide explains who enforces web accessibility in San Francisco, what information to collect, how to submit a complaint, expected timelines, and practical steps for appeals and follow-up. It is written for users, advocates, and city staff to make the complaint process clear and actionable.

Keep screenshots and exact URLs to speed up investigation.

Who is responsible

The City and County of San Francisco assigns web and digital accessibility responsibilities across departments. Typical points of contact include the Mayor's Office on Disability (policy and outreach), the department that operates the specific website or portal, and the City's technology or IT office for technical remediation.

How to prepare a complaint

Before filing, gather clear details to help technicians reproduce and fix the issue.

  • Exact URL(s) where the accessibility problem occurs.
  • Browser, device, and assistive technology used (e.g., screen reader name/version).
  • Step-by-step actions that reproduce the barrier.
  • Dates, times, and screenshots or recordings showing the problem.
  • Contact information for follow-up and preferred communication format.
Include a clear reproduction path so technicians can verify the issue.

Filing the complaint

File complaints through the City's public service channels (for example, 311 or the operating department's online contact form) or by contacting the Mayor's Office on Disability or the department responsible for the digital service. Provide the preparation items above and request a tracking number or confirmation so you can follow up.

  • Ask for a complaint or ticket number at submission.
  • Request an estimated remediation date if available.
  • Ask whether temporary accommodations can be provided while the issue is fixed.

Penalties & Enforcement

San Francisco enforces accessibility obligations through departmental remediation, policy oversight, and applicable disability nondiscrimination laws. Where specific municipal fines or monetary penalties for website inaccessibility are listed in a code or department rule, they will appear on the enforcing office's official page; if no municipal fine is published, enforcement relies on remedial orders, compliance plans, and escalation to civil enforcement under state or federal disability law.

  • Monetary fines: not specified on the cited page.
  • Escalation: first and repeat offence escalation ranges not specified on the cited page.
  • Non-monetary sanctions: orders to remediate, corrective action plans, and referral to civil enforcement or litigation may apply.
  • Enforcer: typically the Mayor's Office on Disability for policy oversight and the department that operates the site for direct remediation; state or federal agencies may become involved for statutory violations.
  • Inspection and complaint pathways: submit via city service channels and request records of corrective actions.
  • Appeals and review: appeal routes depend on the department; specific time limits are not specified on the cited page.
  • Defences/discretion: departments may consider undue burden or fundamental alteration defenses where applicable under law.

Applications & Forms

No single universal form is required for all web accessibility complaints; many requests are submitted through general service request systems or department contact forms. If a department publishes a specific accessibility complaint form, use that form for fastest processing.

If you do not receive a confirmation, follow up and request a ticket number.

How-To

  1. Collect reproduction steps, URLs, device and assistive technology details, and screenshots.
  2. Submit via the department's contact form or the City's public service channel and request a ticket number.
  3. Follow up after the department's stated response time; ask for an estimated completion date.
  4. If unresolved, escalate to the Mayor's Office on Disability or pursue state/federal complaint options.
Start with department-level submission before escalating to city-level offices.

FAQ

Who handles website accessibility complaints in San Francisco?
The Mayor's Office on Disability provides policy oversight; the department that operates the site handles technical remediation. Use city service channels to submit complaints.
What information should I include in a complaint?
Provide exact URLs, reproduction steps, device and assistive technology details, screenshots, and contact information.
How long will remediation take?
Response and remediation times vary by department and seriousness; request an estimated timeline when you file and ask for a ticket number to follow up.

Key Takeaways

  • Document problems clearly with URLs, steps, and screenshots.
  • File first with the operating department, then escalate if necessary.
  • Request a ticket number and an estimated remediation date.

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