2020-06-01
The complainant is blind and unable to read information on signs and notification screens. He alleged he was refused sighted-guide assistance at a station to enable him to find and make his way to a platform.
The respondent public transport provider considered that its station staff and conductors offer passengers with disability sufficient assistance to access station facilities, including locating train platforms.
The complaint was resolved with an undertaking by the transport provider to update its website to include information about direct assistance, incorporating feedback from the complainant. The transport provider also undertook to update its app to state that information is subject to change and passengers should approach station staff for the most up-to-date information and for any requests for assistance. Finally, the transport provider agreed to deliver training on direct assistance and disability awareness to frontline staff at the station.
Year
Discrimination type
Disability Discrimination Act
Grounds
Disability
Unlawful to contravene Disability Standards
Areas
Disability Standards
Goods, services and facilities
Policy change/Change in practice (external customers)
Anti-discrimination/EEO training reviewed/revised
Amount