Resolved complaint (102) about assistance animal discrimination in goods, services and facilities

About the complaint

The complainant has an assistance dog that helps alleviates the impact of a post-traumatic stress disorder and attended the respondent public hospital for a multi-day stay in relation to her mental health. She alleged that staff would not measure her blood pressure or pulse or conduct blood tests while her assistance dog was inside her room. She also alleged that the hospital did not permit her assistance dog to sleep uncrated in her room, which she claimed would have alleviated her nightmares.

The hospital advised it had recently revised its assistance animal access guideline. Changes relevant to the complainant's concerns included that staff would have discretion to waive the overnight crating requirement, assistance dogs would only be prohibited from food storage and preparation areas, and staff would be encouraged to consider animal welfare alongside patient and staff welfare.

The complainant considered her complaint resolved based on the hospital's actions.

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