Resolved complaint (109) about disability discrimination in goods, services and facilities
Learn how a complaint (109) about disability discrimination in goods, services and facilities was resolved through conciliation.
Summary
- Year: 2024
- Relevant Act: Disability Discrimination Act
- Grounds: Disability
- Area(s): Goods, services and facilities; Insurance
- Settlement terms:
- Goods/services/facilities
About the complaint
The complainant has a vision impairment and tried to obtain a quote for car insurance from the respondent insurer's website, but found the website inaccessible. He claimed that when he contacted the insurer, he was informed it did not offer products for people with a vision impairment.
The insurer advised that in response to the complainant's original complaint to the insurer, it had made some changes to its website and processes to enable potential customers with a vision impairment to more easily obtain a quote for car insurance.
The complainant considered that the steps taken by the insurer to address the concerns he raised resolved his complaint.
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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
- complaints are resolved on a 'without admission of liability' basis
- some content may include confronting or offensive language.
