Resolved complaint (34) about disability discrimination in goods, services and facilities
Learn how a complaint (34) about disability discrimination in goods, services and facilities was resolved through conciliation.
Summary
- Year: 2021
- Relevant Act: Disability Discrimination Act
- Grounds: Disability aid; Disability
- Area(s): Goods, services and facilities
- Settlement terms:
- Apology - private
- Revised terms and conditions
About the complaint
The complainant's adult son has an acquired brain injury, experiences seizures and uses a wheelchair. The complainant advised she booked a wheelchair accessible taxi with the respondent taxi company to take her son to the local pool for hydrotherapy and bring him home afterwards. She alleges the taxi booked to bring her son home did not arrive, leaving him alone and wet at the pool carpark.
On being advised of the complaint the respondent taxi service indicated a willingness to participate in conciliation to try to resolve the complaint.
The complaint was resolved with an agreement that the taxi service write to the complainant and her son apologising for the incident and provide a direct contact point for future bookings.
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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.
