Resolved complaint (159) about assistance animal discrimination in goods, services and facilities
Learn how a complaint (159) about assistance animal discrimination in goods, services and facilities was resolved through conciliation.
Summary
- Year: 2025
- Relevant Act: Disability Discrimination Act
- Grounds: Assistance animal; Disability
- Area(s): Accommodation; Goods, services and facilities
- Settlement terms:
- Access to premises provided - adjustments provided
About the complaint
The complainant has an assistance dog and alleged she was told by the respondent holiday accommodation provider that an additional fee would apply if she booked a stay with her assistance animal.
The holiday accommodation provider acknowledged that an additional fee applied to guests with pets.
The complaint was resolved after the holiday accommodation provider allowed the complainant to book at the standard rate on being provided with information to substantiate that the complainant's dog is an assistance animal.
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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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