The ICA welcomes and endeavors to provide a positive, engaging, and inclusive experience for all visitors. It is the policy of the ICA not to discriminate on the basis of disability. The ICA has adopted an internal grievance procedure to provide for prompt and equitable resolution of complaints which allege any action prohibited by Section 504 of the Rehabilitation Act, the Americans with Disabilities Act (“ADA”), and applicable state law. 

Basis for Complaint 

Any person who believes they have been subjected to discrimination on the basis of disability may file a grievance. It is against the law for the ICA to retaliate against anyone who files a grievance or cooperates in the investigation of a grievance. 

In accordance with the disability laws, persons who are qualified individuals with disabilities as defined by law may request reasonable accommodations which afford them equal opportunity to access, use, and/or participate in the programs, activities, and facilities available at the ICA.  

To request an accommodation to participate in a program, please email

Employees requesting reasonable accommodations should contact the Human Resources Department. 

The ICA will provide reasonable accommodations unless they would present an undue financial or administrative burden, present undue risk to the artworks in our care, or make a fundamental alteration to the nature of the program or activity. If a requested accommodation presents an undue burden, risk or makes a fundamental alteration, the ICA will attempt to propose alternative solutions and/or accommodations which do not create such hardship or make such alteration. The ICA will work in good faith with the person requesting the accommodation to determine the availability of an acceptable alternative. 

If you believe the ICA has improperly denied a requested accommodation or provided an inadequate accommodation; the ICA’s facilities or programs, services, or activities have been inaccessible to you due to disability; you have experienced discrimination or harassment by ICA staff based on disability; or the ICA is otherwise not in compliance with the ADA, please follow the Grievance Procedure below to submit a complaint. 

How to Submit a Complaint 

Complaints should be addressed to the ICA’s ADA Coordinator to comply with Section 504. 

ADA Coordinator
Institute of Contemporary Art/Boston
25 Harbor Shore Drive
Boston MA 02210


Grievances are to be submitted to the ADA Coordinator, in writing, within 15 to 30 days of the date the person filing the grievance becomes aware of the alleged violation. 

The grievance must contain (1) the name, address, phone number, and email address of the person submitting it (the Complainant); (2) a brief description of the nature of the complaint and the alleged violation of the ADA; and (3) a description of the circumstances giving rise to the complaint, including date, location, and names of relevant individuals.  

The ADA Coordinator (or their designee) shall begin an investigation of the grievance within 30 business days of the grievance receipt. The ADA Coordinator will contact the Complainant within this timeframe to discuss the alleged violation, gather additional information if needed, and discuss possible resolutions. The investigation generally will include interviews of the person who submitted the grievance, relevant individuals referenced in the grievance, and may include additional interviews as appropriate. The person bringing the grievance and the person responding to the grievance may identify additional persons and/or documents they believe would be relevant and helpful to the investigation of the grievance. 

A report containing the ADA Coordinator’s findings, explaining the Museum’s position and offering one or more options for resolution of the complaint, if any, shall be issued in writing or another accessible format by the ADA Coordinator no later than 60 calendar days after receiving the complaint. This report will be forwarded to the Complainant no later than five business days after it is issued. This timeline may be altered for good cause, such as complexity of the investigation or availability of relevant individuals; the ADA Coordinator will inform the Complainant of the extension and an updated time of completion. 

The decision of the ADA Coordinator (or their designee) may be appealed in writing to  within 15 days of receiving the decision. The appeal is to contain the reasons why the person believes the decision should be changed and state the change(s) sought. Absent exceptional circumstances, the CFO/COO shall issue a written decision response to the appeal no later than 30 days after its filing. 

The ICA will make arrangements to ensure that people with disabilities are provided appropriate accommodations, if needed, to participate in the grievance process. Such arrangements will be made by the ADA Coordinator.