2024-03-01
The complainant has a psychosocial disability and has an assistance dog. She alleged the respondent motel informed her that pets were not permitted and she would need to pay a $60 cleaning fee if she wished to proceed with her booking. The complainant chose to leave.
On being informed of the complaint, the motel indicated a willingness to try to resolve the complaint by conciliation.
The complaint was resolved with an agreement that the motel:
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Write to the complainant apologising for the incident and any adverse impact it had on her
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Review its policies and procedures with regard to its legal obligations to offer services to people with disability with assistance animals without discrimination
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Ensure its owners and staff undertake an online training module developed by an organisation that trains assistance animals for people with psychosocial disability
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Donate $1,500 to the organisation
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Pay the complainant approximately $320 in compensation for property left at the motel.
Year
Discrimination type
Disability Discrimination Act
Grounds
Assistance animal
Disability
Areas
Accommodation
Goods, services and facilities
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Access to premises provided
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Apology - Private; Compensation
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Goods/services/facilities - revised terms and conditions
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Policy - anti-discrimination/EEO policy reviewed/revised
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Training
Amount
Approximately $1,820