Resolved complaint (17) about assistance animal discrimination in goods, services and facilities

About the complaint

The complainant is deaf and blind and uses a guide dog. She alleged that when she attended the respondent restaurant with her family, she was told she could not bring her ‘pet dog' into the restaurant despite informing staff it was a guide dog. She alleged the owner asked her and her family to sit in a different section of the restaurant and then called the police.

The restaurant denied discriminating against the complainant, saying a dispute arose regarding changes to seating arrangements arising from COVID-19 restrictions.

The complaint was resolved with an agreement that the restaurant offer the complainant and her family a $120 voucher. It was also agreed that the complainant would review the restaurant's assistance animal policy and provide feedback. The complainant agreed to provide the restaurant with a one-hour training session on assistance animals at a cost of $440. 

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