Resolved complaint (31) about disability discrimination in goods, services and facilities
Learn how a complaint (31) 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:
- Compensation
- Settlement amount: $1,500
About the complaint
The complainant has a lung disease and believed she would be eligible for an exemption from mask-wearing requirements imposed in response to COVID-19. She said she felt breathless when attending the respondent bank and so pulled her mask below her chin. She alleged a bank attendant and the branch manager insisted the mask must cover her nose and mouth.
On being notified of the complaint the bank indicated a willingness to attempt to resolve the complaint by conciliation.
The complaint was resolved with an agreement that the bank pay the complainant $1,500.
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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
- some content may include confronting or offensive language.
