Resolved complaint (286) about gender identity discrimination in goods, services and facilities
Learn how a complaint (286) about gender identity discrimination in goods, services and facilities was resolved through conciliation.
Summary
- Year: 2026
- Relevant Act: Sex Discrimination Act
- Grounds: Gender identity
- Area(s): Goods, services and facilities
- Settlement terms:
- Apology - private;
- Goods/services/facilities - revised terms and conditions
About the complaint
The complainant identifies as a transgender woman. She alleged a security guard operating a full body scanner at an airport asked her to tell him her gender. She considered this irrelevant as she was not having a full body scan. The complainant said the airport did not properly respond to her concerns.
On being advised of the complaint, the respondent security company and airport apologised to the complainant for her experience. The respondents advised they would deliver improved training on gender diversity and were trialling scanning equipment that offered a ‘gender-neutral’ option.
The complainant was satisfied the steps taken by the respondents resolved her complaint.
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.
