Resolved complaint (204) about disability discrimination in goods, services and facilities
Learn how a complaint (204) about disability discrimination in goods, services and facilities was resolved through conciliation.
Summary
- Year: 2025
- Relevant Act: Disability Discrimination Act
- Grounds: Disability
- Area(s): Goods, services and facilities
- Settlement terms:
- Compensation
- Settlement amount: $12,000
About the complaint
The complainant has quadriplegia and a brain injury. He is unable to write and finds it difficult to use a computer or to print out and post hard-copy documents. He held investments with the respondent bank, which offered financial advisors an online platform to easily manage investments. The complainant alleged the bank required him to print, complete and post forms because he was not, and did not use the services of, a financial advisor. He said not being permitted to use the online platform made it more difficult for him to manage his investments.
The bank confirmed that clients without a financial adviser were unable to access the online adviser portal to make transactions in the same way as a financial adviser. The bank said that the relevant investment products are complex and designed to be used with the support of a qualified financial adviser. The bank said it notified the complainant that he would experience decreased functionality of the online platform when he removed his financial adviser. The bank said the complainant could either complete and sign the forms electronically when using an approved provider or link a financial adviser to his accounts.
The complaint was resolved with an agreement that the bank pay the complainant $12,000 to enable the complainant to engage a financial adviser to assist him with moving his accounts to another platform.
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