Resolved complaint (135) about assistance animal discrimination in goods, services and facilities
Learn how a complaint (135) 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:
Apology - private
Policy change/Change in practice (external customers)
About the complaint
The complainant has a psychosocial disability and has an assistance dog. She alleged she could not make a booking with the respondent pet-friendly accommodation provider because her dog is not a small non-shedding animal.
On being advised of the complaint the holiday accommodation provider indicated a willingness to try to resolve the matter by conciliation.
The complaint was resolved by conciliation. The holiday accommodation provider undertook to update its website to reflect its obligations towards potential guests with assistance animals and apologised to the complainant for not accepting her booking.
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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
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