Resolved complaint (52) about disability discrimination in access to premises
Learn how a complaint (52) about disability discrimination in access to premises was resolved through conciliation.
Summary
- Year: 2022
- Relevant Act: Disability Discrimination Act
- Grounds: Disability
- Area(s): Access to premises; Goods, services and facilities
- Settlement terms:
- Policy change/Change in practice
About the complaint
The complainant has osteoarthritis and uses lifts to accommodate resulting mobility difficulties. She alleged lifts at the respondent shopping centre were unavailable for an extended period, restricting her access to services on different levels.
On being notified of the complaint, the shopping centre indicated a willingness to try to resolve the complaint by conciliation.
The complaint was resolved with undertakings by the shopping centre to:
- Meet with the complainant to discuss her concerns
- Review its processes relating to regular monitoring of lifts, signage and customer feedback
- Source spare lift parts from different suppliers as appropriate and negotiate regular timely maintenance of the lifts with the current supplier
- Commission an independent review of the lifts.
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.
