Resolved complaint (35) about racial discrimination in the provision of goods and services
Learn how a complaint (35) about racial discrimination in the provision of goods and services was resolved through conciliation.
Summary
- Year: 2021
- Relevant Act: Racial Discrimination Act
- Grounds: Ethnic origin; Race
- Area(s): Goods, services and facilities
- Settlement terms:
- Apology - private
- Financial compensation
- Training – Named individuals to undertake anti-discrimination/EEO training
- Settlement amount: $300
About the complaint
The complainant is Vietnamese and attended an outlet of the respondent telecommunications retailer. He alleged he was refused an advertised concession discount and his concession card was not accepted because of his race. He alleged customers who were not Vietnamese received more favourable treatment.
The telecommunications retailer advised the complainant could not be offered the discount retrospectively.
The complaint was resolved with an agreement that the telecommunications retailer deliver training to the staff involved and write to the complainant apologising for his in-store experience. The retailer also offered he complainant approximately $300 in credit, an amount equivalent to the discount he was seeking.
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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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.
