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Customer Accommodations Unit (CAU)

Learn more about the Customer Accommodations Unit (CAU)

Customer Accommodations Unit (CAU)

Learn more about the Customer Accommodations Unit (CAU)
Customer Accommodations Unit Overview

The Department of Motor Vehicles’ (DMV) Customer Accommodations Unit (CAU), under the direction of the Commissioner, is charged with addressing matters involving diversity, equity, and inclusion for its customers. The CAU seeks to provide an environment that is positive, inclusive and tolerant of all people. 
 
The ultimate purpose of the CAU is to:

  • Improve the operation of the agency’s services by addressing each customer’s specific needs regarding diversity and/or cultural competency.
  • Provide customers, when necessary, with a reasonable accommodation under the Americans with Disabilities Act.
  • Develop an environment that recognizes and appreciates the differences in members of the public.
  • Ensure equality in the programs offered by the DMV.
  • Prevent discrimination or harassment towards DMV’s customers.
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  • Complaint overview
  • How to file a complaint
  • Resources

Complaint overview

The DMV established this “Complaint of Discrimination” procedure as way to review and resolve customer allegations of discrimination based upon:

  • race (inclusive of hair texture and protective hairstyles)
  • color
  • sex (including pregnancy) 
  • sexual harassment
  • religious creed
  • gender identity or expression
  • marital status
  • age
  • national origin
  • sexual orientation
  • ancestry
  • physical disability (including but not limited to blindness)
  • learning disability
  • intellectual disability
  • present or past history of mental disability
  • veteran status

The CAU was created to provide a quick resolution of complaints and to assure that option remain open to all DMV customers filing complaints with enforcement agencies. 

Any member of the public conducting business with this agency, has the right to file a complaint with CAU if such person feels they have been discriminated against or harassed with respect to the services or programs provided by the DMV. 

Complaints may also be referred by a manager/supervisor who has received a complaint from a staff member or applicant.

How to file a complaint

Timing
Timeframes for filing, processing and resolution should not exceed 90 days. Timeframes could be extended where necessary and as deemed appropriate by the Customer Accommodations Unit. Should an investigation exceed the 90-day timeframe, the complainant will be notified of their right to file with external agencies. 

Resources

Connecticut Commission on Human Rights & Opportunities (CCHRO)

Captial Region Office

450 Columbus Blvd., Suite 2

Hartford, CT 06103

860-566-7710

860-566-7710 (TDD)

860-566-1997 (fax)

 

Equal Employment Opportunity Commission (EEOC)

John F. Kennedy Federal Building

475 Government Center

Boston, MA 02203

800-669-4000 (voice)

800-669-6820 (TDD)

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  • Overview
  • How to file a complaint
  • Title VI resources
  • Limited-English Proficiency (LEP)
  • LEP resources

Overview

Title VI of the Civil Rights Act of 1964 is a national law that protects persons from discrimination based on their race, color, or national origin in programs and activities that receive Federal financial assistance. The Federal Motor Carrier Safety Administration (FMCSA) identifies the following additional protected groups under its’ Title VI program: sex, age, disability, income-level, and Limited-English Proficiency (LEP).

It is the policy of the Connecticut Department of Motor Vehicles that no person, on the grounds of race, color or national origin (and other protected groups as required by FMCSA) be excluded from participation in, be denied the benefits of, or otherwise be subjected to discrimination under any program or activity funded or sponsored by the Connecticut Department of Motor Vehicles.

How to file a complaint

Any person who believes that they, individually or as a group, has been subjected to discrimination prohibited by Title VI of the Civil Rights Act of 1964 may file a signed, written complaint within 180 days of the date of the alleged discrimination.

A representative on behalf of such may also file a complaint. The complaint should include:

  • your name
  • mailing address 
  • contact information (telephone number, email etc.)
  • A description of how, why and when you believe you were discriminated against

Complaints should be forwarded to: 
Legal Services Division
Department of Motor Vehicles
60 State Street
Wethersfield, CT 06151

Limited-English Proficiency (LEP)

Limited-English Proficient (LEP) persons are individuals who do not speak English as their primary language and who have a limited ability to read, speak, write or understand English.

The Department of Motor Vehicles utilizes Language Line so employees can better assist non-English speaking customers by utilizing a translation service. Language Line is available in over 40 languages. For more information on this service, ask a DMV employee.

DMV LEP Work Group
Under the provisions of Title VI of the Civil Rights Act of 1964, the Department of Motor Vehicles is required to ensure equal access to its programs and services to include individuals who have a limited ability to read, write, speak, or understand English (Limited-English Proficiency (“LEP”). Where possible, DMV’s Title VI LEP Work Group seeks to facilitate and/or initiate efforts to support this requirement.

LEP resources

Frequently Asked Questions (to assist customers)
Language Link (phone translation service)
DMV Website translated into other languages via Google Translate.
Title VI Program policy statement
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  • Location
  • Phone numbers & email

Location

Legal Services Division

Department of Motor Vehicles

60 State Street

Wethersfield, CT 06161

Phone numbers & email

Phone: (860) 263-5264

Email: DMV.CustomerAccommodations@ct.gov