Language Access Complaint Procedure


It is the policy of the California Department of Tax and Fee Administration (CDTFA) to assist non-English speaking individuals in accessing CDTFA information and services in accordance with the Dymally-Alatorre Bilingual Services Act (Act), Government Code section 7290 et. seq. Access to information may be provided through the use of certified bilingual employees, interpreters, translated material, or other available bilingual resources.

If an individual believes they have not been provided with the requested information or services pursuant to the Act, the individual may file a Language Access Complaint (CDTFA-254). To resolve any complaints, the individual should take the following steps:

  1. Contact the manager in charge to request the services (i.e., translated material or interpreter). If the manager is unable to assist the individual, the manager should contact the CDTFA's Equal Employment Opportunity (EEO) Office at (916) 322-7639 for further assistance.
  2. If services are not provided after speaking to the manager, the individual may file a Language Access Complaint (CDTFA-254) with the CDTFA's EEO Office.

The process of steps for responding to a Language Access Complaint (CDTFA-254) is as follows:

  1. The EEO Office will contact the individual within five working days of receiving the complaint to acknowledge receipt.
  2. Within 30 calendar days of receipt, the EEO Office will determine the validity of the alleged violation. If appropriate, the EEO Office will arrange to meet with the individual to discuss the matter and attempt to remedy the alleged violation (i.e., provide the individual with the translated material, or an interpreter).
  3. If the alleged violation is not remedied in Step 2, the CDTFA's determination and resolution shall be communicated to the individual within 60 calendar days of receipt of the complaint, unless the EEO Officer authorizes additional time for further consideration of the complaint. Any authorized extension of time will be communicated to the complainant.
  4. Any request for reconsideration of the CDTFA's determination and resolution to the complaint shall be at the discretion of the Director.

If the individual is dissatisfied with the CDTFA's handling of the complaint at any stage of the process, or does not wish to file a complaint through the CDTFA's Language Access Complaint Form, the individual may file a complaint directly with the California Department of Human Resources (CalHR) by contacting their language access complaint line at (866) 889-3278.

Language Access Complaint (CDTFA-254)