DBI launches single complaints landing page; commissioners press for translations and outreach

DBI staff demonstrated a new single‑page complaint portal that aggregates information on how to file complaints about building hazards, permit or construction concerns, customer service issues and whistleblower matters.

"This puts everything in one page and helps the public navigate to the correct pages to file the complaint," DBI staff said, showing the landing page and search path for "File a Complaint." Staff said the page went live in mid‑October and that the department will promote it through an existing mailing list of a few thousand subscribers.

Commissioners praised the work as making DBI more accessible. Commissioner Alexander (Toots) said the page is "very easy to use" and presented information in everyday language. Other commissioners asked whether DBI will run a public information campaign beyond developer outreach; DBI staff said they plan to use their mailing list and noted that pages hosted on sf.gov are translated into four languages as a baseline and that work is underway to expand language access in coordination with the Permit Center.

A public commenter from Tenderloin Housing Clinic, identifying herself as Esperanza, urged the commission to prioritize accessibility for tenants and non‑English speakers who often lack direct access to DBI resources and to consider additional outreach to community organizations that assist tenants.

DBI said it will share the new page with commissioners and continue outreach through mailing lists and partner organizations; commissioners requested that the department monitor usage and consider an expanded translation and outreach plan to reach low‑income tenants and limited‑English populations.