Resolved complaint (85) about assistance animal discrimination in goods, services and facilities

About the complaint

The complainant has a psychosocial disability and has an assistance dog. She alleged the respondent motel informed her that pets were not permitted and she would need to pay a $60 cleaning fee if she wished to proceed with her booking. The complainant chose to leave.

On being informed of the complaint, the motel indicated a willingness to try to resolve the complaint by conciliation.

The complaint was resolved with an agreement that the motel:

• Write to the complainant apologising for the incident and any adverse impact it had on her
• Review its policies and procedures with regard to its legal obligations to offer services to people with disability with assistance animals without discrimination
• Ensure its owners and staff undertake an online training module developed by an organisation that trains assistance animals for people with psychosocial disability
• Donate $1,500 to the organisation 
• Pay the complainant approximately $320 in compensation for property left at the motel.

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