GAO Urges GSA to Publicize Accessibility Complaint Process for Federal Buildings
A Government Accountability Office report reveals that the General Services Administration fails to publicize its disability complaint process. Lack of awareness leaves physical accessibility barriers unaddressed across thousands of government facilities.
The General Services Administration (GSA) manages more than 6,000 owned and leased office facilities housing federal personnel and serving the public. Under the Architectural Barriers Act (ABA) of 1968, GSA must ensure these properties meet mandatory physical accessibility standards for individuals with disabilities. However, a new report from the Government Accountability Office (GAO) highlights a critical enforcement gap: while GSA reviews projects during design phases, ongoing compliance relies heavily on a reactive complaint process managed by the independent U.S. Access Board—a mechanism that remains virtually unknown to federal employees and the public.
Due to persistent resource constraints, the Access Board relies on submitted complaints rather than proactive facility inspections to identify physical noncompliance. Between October 2022 and June 2026, the Access Board logged only 41 ABA complaints regarding GSA facilities, resolving 25 and leaving 16 under active investigation. Despite positive feedback from stakeholders familiar with the resolution mechanism, GAO interviews with federal employee unions, disability advocacy groups, and industry stakeholders revealed widespread ignorance of the complaint pathway. GAO emphasized that GSA has failed to publicize the process within its buildings or online, allowing structural accessibility barriers to linger uncorrected.
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