Resolved complaint (64) about assistance animal discrimination in goods, services and facilities

About the complaint

The complainant's son has an assistance animal. The complainant and his family sought to dine at the respondent teppanyaki bar. The complainant alleged that the staff at the respondent restaurant told the family that they could only dine at an outside table due to the presence of the assistance animal. The complainant alleged that the restaurant staff then told the family they could sit inside but not at the grill because of the presence of the assistance animal.

On being notified of the complaint, the restaurant indicated a willingness to participate in conciliation to try to resolve the complaint.

The complaint was resolved with an agreement that the restaurant write to the family apologising for the incident, update its discrimination policy relating to assistance animals and train staff accordingly, take step to obtain approval to display signage welcoming assistance animals, offer the family a free meal at the restaurant and pay the family $5,000.

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