“…I appreciate the time you have taken … in helping inform me of the process and helping me feel safe in talking about what’s been happening for me ….” without the need for mediation. The facility acknowledged the mistake and apologised to the patient. The facility made changes to their policy and practices to allow access to those with mask exemptions, while managing the risk to other vulnerable people. • Accessible transport A wheelchair-user complained about disability discrimination and lack of reasonable accommodation by a transport provider. Their complaint involved difficulties with a wheelchair lift, a harness, and a long delay in having their wheelchair returned. They were highly distressed and upset about the experience. A mediation meeting resulted in an agreement, which included: o An acknowledgement of the stress the customer experienced o A written apology o Financial compensation o An undertaking to provide additional training to staff about customers who use wheelchairs. The customer offered to share their story to assist with the staff training. • Co-designing systems A father of an autistic son complained to a large public organisation that his son could not use the mobility parking system. A mediation meeting resulted in the organisation offering to work with his son to help develop and improve its system. The goal was to allow greater accessibility for those with a disability, and those who care for them. • Disability assist dogs allowed A patron complained a restaurant discriminated against them because of their disability after they were refused service because of their assistance dog. A mediator helped the parties reach an agreement where the outcomes included an apology and compensation. Systemic outcomes included an amendment to policy allowing access for other assistance dogs and education. • Accommodating security A person alleged security staff did not reasonably accommodate their disabilities (autism and neurodiversity) when they were required to have their body patdown during a security check. The person said the security staff did not accept their suggested alternatives. The parties met in mediation and reached an agreement, including acknowledgment and an apology. Security agreed to greater accommodation of disabilities during security checks, including by providing information and creating a safe and quiet space for checks to take place. • Inclusive education A parent complained a school did not reasonably accommodate their child’s disability (Autistic Spectrum Disorder). The parents felt forced to withdraw their child from school after trying to resolve the complaint with the teacher, Principal, and Board of Trustees. The complaint was resolved in mediation with an apology and change in the policy and practices to better accommodate disabilities. Race-related grounds discrimination • A whānau complained a retail store racially profiled or discriminated against them for being Māori, including when they were questioned in front of other customers about whether a payment card belonged to them. The retail store insisted checking the owner of a card was important to avoid fraudulent transactions. The complaint was resolved in mediation when the retailer acknowledged and apologised for the offense caused. The retailer also agreed to review the relevant policies and investigate other ways of managing the risk of fraud. 35