Resolved complaint (220) about assistance animal discrimination in goods, services and facilities
Learn how a complaint (220) about assistance animal discrimination in goods, services and facilities was resolved through conciliation.
Summary
- Year: 2025
- Relevant Act: Disability Discrimination Act
- Grounds: Assistance animal; Disability
- Area(s): Goods, services and facilities
- Settlement terms:
- Donation to charity
- Settlement amount: $2,000
About the complaint
The complainant has an assistance dog and attended the respondent airport. She alleged the dog-toileting patch was too small for her medium-sized dog. She also alleged security officers treated her less favourably, including by speaking negatively about her dog, pushing her, touching her dog and punching her dog.
The airport and security company denied the allegations and indicated a willingness to try to resolve the complaint by conciliation.
The complaint was resolved with an agreement that the respondents anonymously make a joint donation of $2,000 to a charity of the complainant’s choice.
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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
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