Resolved complaint (282) about disability discrimination in goods, services and facilities
Learn how a complaint (282) about disability discrimination in goods, services and facilities was resolved through conciliation.
Summary
- Year: 2026
- Relevant Act: Disability Discrimination Act
- Grounds: Disability
- Area(s): Goods, services and facilities
- Settlement terms:
- Apology - private;
- Goods/Services/Facilities – adjustments provided
About the complaint
The complainant has poorly controlled epilepsy and relies on online shopping services for delivery of groceries. He purchased an insurance product from the respondent supermarket that offered discounted grocery prices. He alleged he was unable to benefit from the discount because it only applied to in-store purchases.
The supermarket said the discount was an incentive for customers to purchase its insurance product. The supermarket claimed it was reasonable for the discount to be applied to in-store purchases only due to additional costs involved in online shopping and delivery services.
The complaint was resolved by conciliation. The supermarket advised that, as a result of constant review into its offers and benefits, the insurance product would offer an exemption to enable vulnerable customers to access the discount for either online or in-store purchases.
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