Resolved complaint (176) about disability aid discrimination in goods, services and facilities

About the complaint

The complainant uses a wheelchair and does not have a car. She lives in an area recently affected by a natural disaster and sought to purchase milk from a fast-food outlet that was selling staples through its drive-through window. The complainant alleged she was told she could not use the drive-through window in her wheelchair.

The fast-food outlet noted it was experiencing significant challenges as a result of the natural disaster, including unreliable power, limited resources and limited staffing. It said it could only offer limited services to customers driving a car via its drive-through window. The fast-food outlet apologised for the complainant’s experience.

The complaint was resolved with an undertaking that the fast-food outlet would revise its policies and procedures for delivering services to customers with disability following natural disasters. The fast-food outlet also offered the complainant a $30 voucher.

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