Resolved complaint (175) about disability discrimination in goods, services and facilities
Learn how a complaint (175) 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; Insurance
- Settlement terms:
- Apology - private
- Goods/services/facilities – adjustments provided
About the complaint
The complainant has tongue cancer and is unable to speak. He alleged the respondent insurance company refused to communicate with him by email regarding and insurance claim and instead insisted he must speak with the company by phone.
The insurer said it investigated the complainant’s claims but saw no evidence that it declined to communicate with the complainant by email. The insurer expressed regret for the complainant’s experience.
The complaint was resolved with an undertaking by the insurer to continue to assist the complainant with his claim by email.
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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
- complaints are resolved on a 'without admission of liability' basis
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