Resolved complaint (83) about disability discrimination in goods, services and facilities

About the complaint

The complainant uses a wheelchair. She alleged she had difficulty accessing the respondent retail outlet because aisles were obstructed by boxes, displays and decorations. She claimed when she raised the issue with the store manager she was treated in a disrespectful manner.

The retailer advised the complainant's experience was an isolated incident and inconsistent with its policies. The retailer apologised to the complainant for her experience and indicated a willingness to participate in conciliation to try to resolve the complaint.

The complaint was resolved by conciliation with an undertaking that the retailer provide training to staff on appropriate stocking procedures and the need to maintain wheelchair accessible pathways in retail outlets. The retailer also undertook to remind staff of the need to respond to customer concerns in a professional manner and deliver training on the needs of customers with disability. Further, the retailer also undertook to deliver additional regular training and carry out regular audits to ensure its outlets comply with relevant accessibility policies and requirements. The manager referred to in the complaint was no longer employed by the retailer.

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Please note:

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