Resolved complaint (163) about disability aid discrimination in access to premises
Learn how a complaint (163) about disability aid discrimination in access to premises was resolved through conciliation.
Summary
- Year: 2025
- Relevant Act: Disability Discrimination Act
- Grounds: Disability aid; Disability
- Area(s): Access to premises; Disability Standards; Goods, services and facilities
- Settlement terms:
- Access to premises provided
- Apology - private
About the complaint
The complainant uses a wheelchair and alleged that the wheelchair accessible entrance to the respondent hotel remained locked until 11:30am while another entrance was open from 10:00am.
The hotel acknowledged and apologised to the complainant for his experience. The hotel said it is generally the case that all entrances, including the wheelchair accessible entrance, are open from 10:00am. The hotel explained that on the day the complainant visited the hotel, the casual duty manager omitted to unlock the wheelchair accessible entrance until 11:30am.
The complaint was resolved with an undertaking by the hotel to ensure that all entrances, including the wheelchair accessible entrance, are unlocked at the same time.
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.
