Resolved complaint (82) about assistance animal discrimination in goods, services and facilities
Learn how a complaint (82) 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): Accommodation; Goods, services and facilities
- Settlement terms:
- Action taken against named individuals
- Apology - private
- Complainant satisfied with response/information provided
- Policy change/Change in practice
- Statement of regret - private
- Named individual(s) to undertake anti-discrimination/EEO training
About the complaint
The complainant alleged the respondent real estate agent denied her access to a property because she was accompanied by an assistance dog.
The real estate company apologised to the complainant for her experience and expressed a desire to try to resolve the complaint by conciliation.
The complaint was resolved by conciliation. The real estate agent was counselled and attended anti-discrimination training. The company delivered training to its staff on their obligations towards people with disability and assistance animals, incorporating information and resources provided by the Commission.
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.
These summaries are for general guidance only and are not legal advice. If you need advice about your situation, you should seek independent legal support.
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.
