Resolved complaint (51) about disability discrimination in goods, services and facilities

About the complaint

The complainant has memory loss. He said he sought to import his mobile phone number with the respondent telecommunications provider to a different provider. He said he was unsuccessful because personal information held by the two providers did not match. The complainant alleged that when he contacted the respondent to address the issue, he was required to answer a number of personal questions to establish ownership of the account. As the complainant could not recall the answers to the questions, he was unable to establish ownership of the account.  

On being notified of the complaint, the telecommunications provider denied unlawful discrimination but agreed to participate in conciliation. 

The complaint was resolved once the telecommunications provider established the complainant was the owner of the account. The provider agreed to offer the complainant a free one-year phone plan.

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