Resolved complaint (115) about disability discrimination in goods, services and facilities
Learn how a complaint (115) 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:
- Goods/services/facilities - revised terms and conditions
About the complaint
The complainant's adult son has psychosocial disability and she has enduring guardianship and power of attorney documents nominating her as his substitute decision-maker. She alleged the respondent telecommunications company declined to give her access to her son's account in order to pay his mobile phone bills. The complainant claimed she was directed to attend one of the company's stores with her son, but was still denied access to her son's account after doing so.
The telecommunications company said the complainant should be authorised to access her son's account.
The complaint was resolved after the telecommunications company offered the complainant assistance to enable her to access her son's account.
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.
