Resolved complaint (218) about disability discrimination in goods, services and facilities
Learn how a complaint (218) 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
- Settlement terms:
- Apology - private
- Compensation
- Settlement amount: $1,000
About the complaint
The complainant has psychosocial and physical disability. She alleged the owner of the respondent café banned her from the premises because of her behaviour. She also alleged that when she explained that she is a person with disability and the café was a ‘safe space’ for her, the café owner told her she has 'serious issues' and that there is something 'wrong' with her'.
The café owner denied discriminating against the complainant. She alleged the café tried to accommodate the complainant’s needs, but that she regularly engaged in behaviour that negatively impacted the experience of other customers and staff.
The complaint was resolved by conciliation. The café agreed to offer the complainant a $1,000 e-voucher and wrote to her expressing regret for the impact the alleged events had on her. The café also provided the complainant with copies of its policies on inclusion.
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
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