Resolved complaint (43) about disability and assistance animal discrimination in access to premises
Learn how a complaint (43) about disability and assistance animal discrimination in access to premises was resolved through conciliation.
Summary
- Year: 2022
- Relevant Act: Disability Discrimination Act
- Grounds: Assistance animal; Disability
- Area(s): Access to premises; Goods, services and facilities
- Settlement terms:
- Access to premises provided
- Revised terms and conditions
About the complaint
The complainant advised she has Post-Traumatic Stress Disorder, Dissociative Identity Disorder and Functional Neurological Disorder and has an assistance animal. She alleged the respondent private day-surgery hospital did not allow her to be accompanied by her assistance animal when undergoing a procedure at the hospital because of its hygiene policies and the feelings of other patients.
On being advised of the complaint, the hospital indicated a willingness to try to resolve the complaint by conciliation.
The complaint was resolved with an agreement that the complainant be accompanied by her assistance animal in all areas of the hospital with the exception of sterile areas and the operating theatre.
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
- some content may include confronting or offensive language.
