Resolved complaint (89) about assistance animal discrimination in goods, services and facilities
Learn how a complaint (89) 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:
Apology – public
Compensation
Policy - anti-discrimination/EEO policy developed
Statement of regret – public
Training - anti discrimination/EEO training introduced
- Settlement amount: $500
About the complaint
The complainant is legally blind and has a guide dog. She alleged that a person impersonating Stanta Claus declined to take a picture with her because he said he was allergic to dogs and believed her guide dog to be a pet.
The shopping centre apologised to the complainant on behalf of the vendor offering photos with Santa Claus. The shopping centre said the complainant's experience did not align with its values of inclusivity and accessibility. The shopping centre said it apologised to the complainant publicly on her Facebook community page on the day of the incident. The shopping centre undertook to review relevant policies, procedures and briefings to staff and vendors.
The complaint was resolved. In addition to the steps already taken by the shopping centre, it was agreed the complainant would be offered a $500 supermarket voucher.
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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
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