Resolved complaint (182) about disability aid discrimination in access to premises
Learn how a complaint (182) 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’s wife has difficulty walking and sometimes uses a wheelchair. He said the respondent cinema was located on an upper floor accessible only via stairs because the lift had been inoperative for several months.
The cinema advised the lift had been assessed as “non-repairable” and responsibility for replacement of the lift rested with the building’s owner. On being notified of the complaint, the building’s owner advised the process of replacing the lift had already begun.
The complaint was resolved after the building owner outlined the steps and expected completion dates for replacement of the lift and apologised to the complainant for his wife’s experience.
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.
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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.
