Resolved complaint (21) about disability discrimination in goods, services and facilities
Learn how a complaint (21) about disability discrimination in goods, services and facilities was resolved through conciliation.
Summary
- Year: 2021
- Relevant Act: Disability Discrimination Act
- Grounds: Disability
- Area(s): Goods, services and facilities
- Settlement terms:
- Adjustments provided
- Statement of regret - private
About the complaint
The complainant has a disability that affects his speech and was a client of the respondent government agency. He alleged his case worker kept asking him to repeat himself because she could not understand him and this caused his impairment to become more pronounced.
On being notified of the complaint, the agency indicated a willingness to participate in conciliation to try to resolve the complaint.
The complaint was resolved with an agreement that the agency write to the complainant expressing regret for his experience and update his file to identify the adjustments he requires. The agency also undertook to remind staff of their obligations under disability discrimination law and standards of practice.
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.
