Resolved complaint (71) about disability discrimination in goods, services and facilities

About the complaint

The complainant is 78 years of age and has a significant hearing impairment. He claimed the respondent cinema did not have the appropriate facilities to enable him to hear the film soundtrack. He claimed staff spoke to him abruptly and considered this may not have occurred if he was a younger person.

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

The complaint was resolved with an agreement that the cinema:

• Continue to improve facilities to enable access to film soundtracks by persons with impaired hearing, including headphones and infra-red technology
• Explore emerging accessibility technology being trialled by other cinemas
• Keep in contact with the complainant to offer updates and engage in consultation
• Review staff training on the needs of customers with disability, using the complainant's experience as a case study
• Explore the possibility of re-screening the film the complainant wanted to see
• Offer the complainant two free cinema tickets.

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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
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