Resolved complaint (223) about assistance animal discrimination in goods, services and facilities
Learn how a complaint (223) 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 aid; Disability
- Area(s): Goods, services and facilities
- Settlement terms:
- Apology - private
- Compensation
- Policy - anti-discrimination/EEO policy developed
- Settlement amount: $3,000
About the complaint
The complainant is blind and has a guide dog. She alleged the respondent resort told her pets were not allowed and she could not stay at the resort with her guide dog. She said the resort eventually refunded her booking fee.
The resort denied discriminating against the complainant and agreed to participate in conciliation to try to resolve the complaint.
The complaint was resolved with an agreement that the resort pay the complainant $3,000 and write to her and two people who attempted to advocate on her behalf apologising for their experience. The resort also undertook to deliver training to staff on inclusion of people with disability, with a focus on those accompanied by assistance animals. Finally, the resort undertook to update its policy concerning animals on its website.
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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:
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