Resolved complaint (138) about disability discrimination in goods, services and facilities
Learn how a complaint (138) 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
Training - anti-discrimination/EEO training reviewed/revised
About the complaint
The complainant has a disability that manifests as him walking with a limp. He alleged the respondent hotel denied him and friends entry because it incorrectly assumed he was intoxicated.
The hotel said that security have to ensure compliance with liquor licensing rules which require visual assessments of a person to determine if they are intoxicated. However, security are required to escalate to a manager if a person informs them that what could be interpreted as a sign of intoxication is actually a manifestation of a disability.
The complaint was resolved after the hotel apologised to the complainant for the incident and undertook to deliver refresher training on disability awareness to staff.
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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
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