Resolved complaint (103) about disability discrimination in goods, services and facilities
Learn how a complaint (103) 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:
Apology - private
Complainant satisfied with response/information provided
Goods/services/facilities - revised terms and conditions
Policy - anti-discrimination/EEO policy reviewed/revised
Policy change/Change in practice (external customers)
Private agreement
Training - anti-discrimination/EEO training reviewed/revised
Training - named individual(s) to undertake anti-discrimination/EEO training
About the complaint
The complainant's four-year-old son has Autism Spectrum Disorder and Attention-Deficit and Hyperactivity Disorder. When in the respondent's store, the complainant's son was “stimming” (repetitive movements of the body or objects) to manage his anxiety. The complainant alleged a staff member told her son in front of other customers to calm down and be quiet.
The store claimed the staff member was unaware of the complainant's son's disability and was attempting to maintain a comfortable shopping environment for other customers.
The complaint was resolved with an agreement that the store write to the complainant apologising for the incident and review its training materials for new and existing staff to include information about Autism Spectrum Disorder.
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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.
