Resolved complaint (148) about assistance animal discrimination in goods, services and facilities
Learn how a complaint (148) 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
Goods/services/facilities - revised terms and conditions
Policy change/Change in practice (internal staff)
Training - anti discrimination/EEO training introduced
About the complaint
The complainant is blind and alleged the respondent bar refused her entry because she was accompanied by a guide dog.
The complaint was resolved when, in response to the complaint, the bar apologised to the complainant for her experience, delivered training to staff and managers on their obligations towards patrons with assistance animals and updated its operations manual.
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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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