Resolved complaint (241) about disability discrimination in access to premises and goods, services and facilities
Learn how a complaint (241): disability discrimination in access to premises and goods, services and facilities — resolved by conciliation.
Summary
- Year: 2025
- Relevant Act: Disability Discrimination Act
- Grounds: Disability
- Area(s): Access to premises; Disability Standards; Goods, services and facilities
- Settlement terms:
- Access to premises provided - adjustments provided
About the complaint
The complainant alleged accessible bathroom facilities at the respondent shopping centre were kept locked, requiring him to contact security when requiring access to the bathroom.
The shopping centre said it kept the accessible bathroom locked to keep it clean and prevent misuse of the facilities for drug use or sexual activity. The shopping centre said people with disability could contact security via an audiovisual intercom and a security guard would unlock the bathroom, usually within 1-2 minutes.
The complaint was resolved by conciliation with an agreement that the shopping centre provide the complainant with a Master Locksmith’s Access Key (MLAK), enabling 24-hour access to the accessible bathroom facilities.
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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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