Resolved complaint (150) about gender identity discrimination in goods, services and facilities
Learn how a complaint (150) about gender identity discrimination in goods, services and facilities was resolved through conciliation.
Summary
- Year: 2024
- Relevant Act: Sex Discrimination Act
- Grounds: Gender identity
- Area(s): Goods, services and facilities
- Settlement terms:
- Policy change/Change in practice
About the complaint
The complainant is non-binary and alleged the respondent airline's booking system required the use of binary gender information.
The airline said aspects of the business, such as feedback forms and announcements, had been updated to be more gender inclusive, but changes to the booking system would be technical and complex and impact on other internal systems.
The complaint was resolved with an undertaking by the airline that non-binary/gender neutral options would be available across all its systems and processes. The airline said that the booking system would allow customers to select “undisclosed” when asked about gender and to use “Mx” as a prefix.
Guidance on the use of these summaries
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.
These summaries are for general guidance only and are not legal advice. If you need advice about your situation, you should seek independent legal support.
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.
