Resolved complaint (15) about age and disability discrimination in goods, services and facilities
Learn how a complaint (15) about age and disability discrimination in goods, services and facilities was resolved through conciliation.
Summary
- Year: 2021
- Relevant Act: Age Discrimination Act; Disability Discrimination Act
- Grounds: Age; Disability
- Area(s): Goods, services and facilities
- Settlement terms:
- Revised terms and conditions
About the complaint
The complainant was 69 years of age and has osteoarthritis. He said his local supermarket changed its payment policy to only allow payment by credit or debit card. He alleged this practice was discriminatory because older persons and persons with disability were more likely to experience difficulties in obtaining and using credit and/or debit cards.
The respondent supermarket advised it conducted a trial of card-only payment systems in some of these stores. The supermarket advised the trial had concluded and all stores accepted cash payments. The supermarket said that it appreciated that it may have moved ahead of community expectations and that not all customers felt welcome using card-only payment systems.
The complainant advised he considered his complaint resolved based on the supermarket’s assurances that all stores once again accepted cash payments.
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.
