Resolved complaint (80) about assistance animal discrimination in goods, services and facilities
Learn how a complaint (80) about assistance animal discrimination in goods, services and facilities was resolved through conciliation.
Summary
- Year: 2024
- Relevant Act: Disability Discrimination Act
- Grounds: Assistance animal; Disability
- Area(s): Goods, services and facilities
- Settlement terms:
- Apology - private
- Donation to charity
- Named individual(s) to undertake anti-discrimination/EEO training
- Settlement amount: $250
About the complaint
The complainant alleged the respondent taxi driver at a taxi rank refused to take his fare because he was accompanied by an assistance animal.
The taxi driver said he did not take the complainant's fare because it would mean he would be late for a pre-arranged booking.
The complaint was resolved through conciliation. The taxi driver had undergone training on discrimination and customer service and expressed regret for declining the complainant's fare. The taxi driver agreed to make a $250 donation in the complainant's name to a charity that assists people with assistance animals and provides training and awareness raising to the public. The taxi company agreed to consult the charity on suitable training materials for its drivers to increase awareness of appropriate conduct towards passengers with disability accompanied by assistance animals.
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