Resolved complaint (3) about assistance animal discrimination in goods, services and facilities
Learn how a complaint (3) about assistance animal discrimination in goods, services and facilities was resolved through conciliation.
Summary
- Year: 2021
- Relevant Act: Disability Discrimination Act
- Grounds: Assistance animal; Disability
- Area(s): Goods, services and facilities
- Settlement terms:
- Adjustments provided
About the complaint
The complainant's partner is blind and uses a guide dog. The complainant alleged the respondent airport did not have safe and convenient facilities for the watering and toileting of the guide dog.
On being advised of the complaint, the airport indicated a willingness to try to resolve the complaint by conciliation.
The complaint was resolved with an agreement that the airport will progressively build three indoor assistance animal relief areas at different terminals within the airport, with appropriate amenities including a dry and weatherproof ground surface, fencing, rubbish bins and signage.
Guidance on the use of these summaries
This is a summary of a selected complaint that has been resolved through our conciliation process. It's designed to help people better understand how complaints might be resolved and what outcomes are possible.
These summaries are for general guidance only and are not legal advice. If you need advice about your situation, you should seek independent legal support.
Please note:
- all complaints are de-identified
- complaints are resolved on a 'without admission of liability' basis
- some content may include confronting or offensive language.
