Resolved complaint (30) about assistance animal discrimination in goods, services and facilities
Learn how a complaint (30) about assistance animal discrimination in goods, services and facilities was resolved through conciliation.
Summary
- Year: 2021
- Relevant Act: Disability Discrimination Act
- Grounds: Assistance animal
- Area(s): Goods, services and facilities
- Settlement terms:
- Apology - private
- Donation to charity
- Revised terms and conditions
- Anti-discrimination/EEO policy developed
About the complaint
The complainant is deaf and uses a cochlear implant. She alleged the respondent motel informed her she would not be able to bring her service dog with her because it did not allow pets in guest rooms.
On being notified of the complaint, the motel indicated a willingness to participate in conciliation.
The complaint was resolved with an agreement that the motel write to the complainant apologising for what happened and confirming that assistance animals and their owners would be permitted to stay at the motel. The motel also undertook to make a donation to a charity of the complainant's choice and agreed to engage an independent third-party training organisation to train staff and develop a policy on assistance animals.
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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