Non-Discrimination Policy and Grievance Procedure
The Cincinnati/Northern Kentucky International Airport (CVG) is committed to a policy of non-discrimination in the conduct of its business, including its Title VI/§504 responsibilities, and to the delivery of equitable and accessible airport services. It is the policy of the Cincinnati/Northern Kentucky International Airport that no person shall be excluded from participation in, be denied the benefits of, or be subjected to discrimination in the receipt of its services on the basis of race, color, sex, religion, age, national origin, or disability, or any other federally protected category as protected by Section 504 of the Rehabilitation Act of 1973, Title VI of the Civil Rights of 1964, as amended, Americans with Disability Act of 1990; 49 CFR §27.13(b), 28 CFR 35.107(b), or other federal anti-discrimination regulations or laws.
The Kenton County Airport Board (KCAB) intends to provide access to all public facilities, programs and services associated with its operation of the Cincinnati/Northern Kentucky International Airport to all persons, including those with disabilities. The Title VI/ADA Coordinator is responsible for administering the overall compliance programs, and is designated, in accordance with federal regulations to coordinate the Board’s efforts to comply with and carry out its responsibilities, including reasonable accommodation/modification of current policies and procedures and investigation of any complaint communicated to the Kenton County Airport Board, alleging the denial of access to any service or program.
This policy is established to meet the requirements of federal anti-discrimination regulations, and to provide a means to ensure better service to all customers. It may be used by anyone who wishes to file a complaint alleging discrimination on the basis of race, color, sex, religion, age, national origin, or disability as it relates to the provision of services, activities, programs, benefits, or facilities of CVG, its tenants, or service providers. It is noted that CVG Human Resources maintains responsibility for employment-related complaints of discrimination.
The complaint should be in writing and contain information about the alleged discrimination, including name, address, and phone number of Customer, date, and description of the problem. To file a grievance, a Title VI/ADA form may be filled out here or send the complaint to the Title VI/ADA Coordinator. Alternate means of filing complaints, such as personal interviews or a tape recording of the complaint, will be made available for persons with disabilities, upon request. A separate complaint should be filed for each alleged act of discrimination.
The complaint should be submitted by the customer, or his/her designee, as soon as possible but no later than one hundred eighty (180) days after the alleged violation to:
Cincinnati/Northern Kentucky International Airport
P.O. Box 752000
Cincinnati, OH 45275-2000
Alternatively, the Coordinator may also be reached by the following means:
Telephone - 859.767.7470
Fax - 859.767.7888
Email - email@example.com
to initiate a formal complaint as described above.
If the customer needs access assistance, such as a sign language interpreter, or needs alternate means to file a complaint, such as a personal interview or by tape recording, or other language assistance for persons with limited English proficiency, the customer may use the contacts above to initiate such a request. Upon request, CVG will make available other assistance as necessary for filing a complaint. The Coordinator may need a minimum of one (1) week’s notice to accommodate such a request.
Within five (5) calendar days of receipt of the complaint, a letter acknowledging receipt of the complaint will be transmitted to the Customer by the Coordinator. The Coordinator will work with appropriate personnel to investigate the complaint for resolution. Within fifteen (15) calendar days after receipt of the complaint, the Coordinator will contact or meet with the Customer to discuss the complaint and the possible resolution. In addition, within fifteen (15) calendar days of receipt, the Coordinator will forward to the FAA a copy of the written complaint, together with a statement describing all actions taken to resolve the matter and the results thereof, if any.
Within thirty (30) calendar days, the Coordinator will attempt to resolve complaints unless the factual investigation or complexity of the complaint necessitates additional resolution time. Unless additional time is required, the Coordinator shall notify the customer in writing or, when requested, in an alternate format, of the results of the investigation and options for substantive resolution of the complaint. The response will generally contain the following information:
- A description of the complaint
- A summary of the facts
- An explanation of Airport’s position
- A summary of the resolution option(s)
- The timeframe for resolving the complaint, if applicable
If the complaint is not resolved to the customer’s satisfaction, the customer may request a further review of the complaint with the Airport’s Vice President of Customer Experience. The customer must file this request for further review, in writing, within fifteen (15) calendar days after receipt of the response from the Coordinator. The customer must send a copy of the original complaint, the Coordinator’s response, and a description of the customer’s concerns or objections to:
Vice President of Customer Experience
Cincinnati / Northern Kentucky International Airport
P.O. Box 752000
Cincinnati, OH 45275-2000
Within fifteen (15) calendar days after receipt of the appeal, the VP of Customer Experience, or his/her designee, will contact or meet with the customer to discuss the complaint and the possible resolution. Within fifteen (15) days of communicating with the customer, the VP of Customer Experience, or his/her designee will respond in writing and, where appropriate, in a format accessible to the customer, with a final resolution of the complaint.
When Tenant / Service Providers are implicated in a complaint, the following will take place:
If the Coordinator finds that an alleged violation involves a tenant or service provider’s service, activity, program, benefit, or facility, the Coordinator will notify the appropriate representative of the tenant or service provider, and appropriate Airport department(s) overseeing operations and/or contractual obligations, of the complaint. The Coordinator will notify the customer that the matter is being investigated by the tenant or service provider, and will provide the customer with the name, address and telephone number of the tenant or service provider’s representative.
The Coordinator will request that the tenant or service provider investigate the allegation set forth in the complaint and coordinate the investigation results and resolution with the Coordinator. The Coordinator will coordinate the transmittal of the response with the tenant or service provider and inform appropriate Airport department(s) overseeing operations and/or contractual obligations of the investigation and resolution.