Resolved complaint (183) about disability discrimination in goods, services and facilities
Learn how a complaint (183) 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; Superannuation/Insurance
- Settlement terms:
- Apology - private
- Goods/services/facilities - adjustments provided
About the complaint
The complainant has a learning disability and alleged the respondent superannuation fund discriminated against her by failing to offer face-to-face assistance to customers.
The superannuation fund denied unlawfully discriminating against the complainant but acknowledged there may have been miscommunication about her concerns. The fund said face-to-face support is not generally offered to customers because its staff benefit from hybrid working arrangements and live in different states. The fund said assistance was offered to the complainant by email, phone and video conferencing.
The complaint was resolved by conciliation with an agreement that the complainant would be offered face-to-face assistance as required with a select staff member in the complainant’s home city. The fund apologised to the complainant for her experience.
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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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