Resolved complaint (270) about assistance animal discrimination in goods, services and facilities
Learn how a complaint (270) 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): Access to premises; Goods, services and facilities
- Settlement terms:
- Access to premises provided - adjustments provided;
- Apology - private;
- Compensation;
- Goods/services/facilities - adjustments provided;
- Goods/services/facilities - revised terms and conditions;
- Policy - anti-discrimination/EEO policy reviewed/revised;
- Training - anti discrimination/EEO training introduced
- Settlement amount: $5,000
About the complaint
The Complainant is deaf and has an assistance animal. She alleged staff at the respondent supermarket denied her entry and asked her to leave her assistance dog outside.
On being informed of the complaint, the supermarket indicated a willingness to try to resolve the complaint by conciliation.
The complaint was resolved with an agreement that the supermarket pay the complainant $5,000 and write to her apologising for the incident. The supermarket also undertook to review relevant policies and procedures, deliver anti-discrimination training to staff in the store, and display signs advising customers that assistance animals are welcome.
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