Resolved complaint (5) about disability discrimination in goods, services and facilities
Learn how a complaint (5) about disability discrimination in goods, services and facilities was resolved through conciliation.
Summary
- Year: 2021
- Relevant Act: Disability Discrimination Act
- Grounds: Disability
- Area(s): Administration of Commonwealth laws and programs; Goods, services and facilities
- Settlement terms:
- Other
About the complaint
The complainant has a number of disabilities, including a vision impairment. She claimed that she was unable to independently access the respondent government agency's online services because the agency required her to sign in using a security code provided by text message instead of the previously used security questions. The complainant claimed she was unable to use a smart phone to access the security code before it expired because of her disability.
On being informed of the complaint, the government agency agreed to participate in conciliation.
The complaint was resolved with an undertaking by the government agency to provide the complainant with face-to-face assistance to complete the required paperwork and to offer this assistance in the future as needed.
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.
These summaries are for general guidance only and are not legal advice. If you need advice about your situation, you should seek independent legal support.
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.
