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The complainant and their partner identify as non-binary. They alleged that when making a booking with the respondent airline, they were required to use binary gender and honorific options. The respondent airline acknowledged the complainant's experience and limitations of the online booking system for non-binary passengers. The airline explained that it was difficult to update its booking…

The complainant has an assistance dog and alleged she was told by the respondent holiday accommodation provider that an additional fee would apply if she booked a stay with her assistance animal. The holiday accommodation provider acknowledged that an additional fee applied to guests with pets. The complaint was resolved after the holiday accommodation provider allowed the complainant to…

The complainant uses a wheelchair and alleged he was unable to book a flight with the respondent airline at his preferred time because assistance for passengers who use a wheelchair was unavailable. The airline claimed that assistance for passengers who use a wheelchair was available for the flight the complainant wanted to book. The complaint was resolved with an agreement that the airline…

The complainant has Post-Traumatic Stress Disorder (PTSD) and uses an assistance dog. She claimed that when her employer, the respondent state government corporation, transitioned to “hot-desking", she requested adjustments that included an anchor desk, regular contact with her manager, and to be accompanied by her assistance dog in the office. She alleged her requests were refused or not…

The complainant uses a wheelchair and prebooked a taxi. He alleged the respondent taxi driver advised him they could not carry a wheelchair user. The complainant claimed that on contacting the respondent taxi company to book a wheelchair accessible taxi, his mother was told passengers requesting wheelchair accessible taxis were required to pay a $35 fee. The taxi driver and the taxi company…

The complainant’s mother is 100 years of age and has a health insurance policy with the respondent insurer. The complainant alleged the insurer’s claims system did not recognise a triple-digit age and that she was told her mother would need to make a claim manually by taking a photo of the receipt with her smartphone or scanning the receipt. The complainant said her mother does not own a…