Resolved complaint (20) about assistance animal discrimination in goods, services and facilities
Learn how a complaint (20) 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): Access to premises; Goods, services and facilities
- Settlement terms:
- Compensation
- Settlement amount: $5,000
About the complaint
The complainant has an assistance animal and sought to make a booking at the respondent hotel. He alleged the hotel told him his assistance animal would not be able to stay in his room. He claimed the hotel declined to consider evidence that his dog is an assistance animal.
On being notified of the complaint, the hotel indicated a willingness to participate in conciliation to try to resolve the complaint.
The complaint was resolved with an agreement that the hotel pay the complainant $5,000 and offer him one free night's accommodation in the hotel.
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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.
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Please note:
- all complaints are de-identified
- complaints are resolved on a 'without admission of liability' basis
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