Resolved complaint (119) about assistance animal discrimination in access to goods, services and facilities
Learn how a complaint (119): assistance animal discrimination in access to goods, services and facilities — resolved by conciliation.
Summary
- Year: 2024
- Relevant Act: Disability Discrimination Act
- Grounds: Assistance animal
- Area(s): Access to premises; Goods, services and facilities
- Settlement terms:
- Compensation
About the complaint
The complainant alleged the respondent airline refused to carry his assistance animal because relevant documentation provided was not sufficient.
The airline acknowledged the complainant provided relevant documentation relating to the assistance animal's training and role in alleviating the effects of his disability, but did not provide documentation showing the assistance animal met the standards of hygiene and behaviour that are appropriate for an animal in a public place.
The complaint was resolved with an agreement that the airline refund the complainant for the cost of the booking.
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.
