Resolved complaint (285) about racial discrimination in the provision of goods and services
Learn how a complaint (285) about racial discrimination in the provision of goods and services was resolved through conciliation.
Summary
- Year: 2026
- Relevant Act: Racial Discrimination Act
- Grounds: Descent; Ethnic origin; National origin/extraction; Race
- Area(s): Goods, services and facilities; Other section 9
- Settlement terms:
- Apology – private; Compensation;
- Goods/services/facilities - other
- Settlement amount: $250
About the complaint
The complainant advised she is Asian and speaks English as a second language. She alleged staff at the respondent retailer were rude and disrespectful towards her when she sought to exchange an item and implied she may have stolen the item. She said staff did not treat non-Asian customers in this way.
The retailer said that on becoming aware of the complaint, its Head of Retail, who is of Asian descent, contacted the complainant to discuss her experience and concerns.
The complaint was resolved after the retailer apologised to the complainant for her experience and offered her a $250 voucher to spend in store. The retailer’s Head of retail undertook to meet the complainant at her preferred store location to ensure she had a positive shopping experience.
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.
