Resolved complaint (24) about assistance animal discrimination in accommodation
Learn how a complaint (24) about assistance animal discrimination in accommodation was resolved through conciliation.
Summary
- Year: 2021
- Relevant Act: Disability Discrimination Act
- Grounds: Assistance animal; Disability
- Area(s): Accommodation; Goods, services and facilities
- Settlement terms:
- Apology
- Policy change/Change in practice
- Donation to charity
- Settlement amount: $150
About the complaint
The complainant has post-traumatic stress disorder and has an assistance dog. She booked an overnight stay at the respondent caravan park. She alleged that the caravan park told her only guide dogs were allowed at the park, declined to look at her dog's identification and advised her to find alternative accommodation.
On being notified of the complaint, the caravan park indicated a willingness to participate in conciliation to try to resolve the complaint.
The complaint was resolved with an agreement that the caravan park write to the complainant apologising for the incident, display a sign stating that assistance animals are welcome at the park and donate $150 to an agreed assistance animal not-for-profit organisation.
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.
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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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