Resolved complaint (86) about disability discrimination in goods, services and facilities
Learn how a complaint (86) 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
- Settlement terms:
Apology – private
Complainant satisfied with response/information provided
About the complaint
The complainant has a disability that impairs her speech and contacted the respondent medical centre to make an appointment. She alleged a receptionist hung up on her after saying she could not understand her and “this is too much”.
The medical centre said the receptionist ended the call because the centre was experiencing phone connectivity issues and not because of any difficulty understanding the complainant's speech. The centre said it instructed staff to inform patients of connectivity issues before ending a call.
The complainant considered the complaint resolved on the basis of the information provided by the medical centre and following an apology from the receptionist.
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.
