Resolved complaint (294) about assistance animal and disability discrimination in good, services and facilities

About the complaint

The complainant has post-traumatic stress disorder and has an assistance dog to help her manage her disability. She alleged staff at the respondent pub told her she could not bring her assistance dog inside. She said that she was ultimately allowed to enter with her assistance dog after providing staff with relevant documents. The complainant alleged staff were rude and unpleasant towards her, triggering a stress response which left her no option but to leave the pub.

The pub claimed a patron, and not staff, treated the complainant rudely. The pub claimed the complainant left due to a mistake with her order, which the pub had offered to rectify or refund.

The complaint was resolved by conciliation with an agreement that the pub write to the complainant expressing sincere regret for the hurt and distress she experienced and pay her $5,000. The pub also undertook to discuss with staff their obligations to patrons with disability.

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