Accessibility Complaint & Appeal Process
Any person may report an accessibility barrier or appeal a Chez decision affecting access. Chez does not deny accessibility requests through software and does not route urgent access issues into an ordinary marketing-support queue.
How to Report
Complaints and requests may be submitted through the Chez accessibility support page. A diagnosis is not required. Legal terminology is not required. Chez welcomes specifics: the page or feature, the device, the assistive technology used, and the intended action.
Priority Handling
Urgent handling applies when an accessibility barrier affects a same-day booking, a safety report, payment access, home-entry communication, allergy information, service-animal disclosure, a cancellation, account security, or a privacy right.
Review Steps
- Received and acknowledged.
- Interactive discussion where useful.
- Alternative access offered where appropriate.
- Documented decision with reasons.
- Implementation and follow-up.
Appeal
A person may request reconsideration of a denied modification, an ineffective alternative, a service-animal decision, a communication-aid decision, an account restriction connected to disability, an unresolved digital barrier, or (where applicable) an employee accommodation decision. Where feasible, the appeal is reviewed by someone other than the original decision-maker.
External Rights
Chez encourages users to report concerns through the platform so we can respond promptly. Nothing in this process prevents a person from contacting an appropriate government agency, emergency service, insurer, attorney, or other external resource. Chez does not provide jurisdiction-specific filing deadlines here; those are maintained separately under counsel review.