Resolved complaint (100) about assistance animal discrimination in goods, services and facilities
Learn how a complaint (100) 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:
Donation to charity
Goods/services/facilities - revised terms and conditions
- Settlement amount: $300
About the complaint
The complainant has an assistance animal and alleged the respondent holiday park proposed to charge her an additional fee to book a cabin because she was accompanied by a “pet” or “dog”. The complainant did not proceed with the booking.
On being informed of the complaint, the holiday park indicated a willingness to participate in conciliation to try to resolve the complaint.
The complaint was resolved with an agreement that the holiday park pay the complainant $300 to donate to an assistance animal charity. The holiday park also undertook to raise awareness about holiday makers with assistance animals and relevant legislation within its caravanning network.
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.
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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.
