Resolved complaint (88) about assistance animal discrimination in goods, services and facilities
Learn how a complaint (88) 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): Goods, services and facilities
- Settlement terms:
- Statement of regret - private
About the complaint
The complainant has psychosocial disability and uses an assistance animal. She alleged she was directed to leave the respondent hotel because she was accompanied by her assistance dog.
The hotel claimed the complainant failed to provide evidence that her dog is an assistance animal.
The complaint was resolved with an agreement that the hotel write to the complainant expressing regret for the distress the complainant experienced and welcoming her to attend the hotel with her assistance dog in future.
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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
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