6 | Annual Performance Statement Quote from respondent Our Conciliator was great. She was very organised with correspondence between us and the other party, and was very professional and personable during conciliation. While we did not reach an outcome at conciliation, she gave the parties every opportunity to. Our client was comforted by the conciliator’s manner in what was a stressful and emotional day. The survey data also indicates that in relation to conciliated complaints, 74% of survey participants indicated that involvement in the Commission’s complaint process had assisted them to better understand their rights and responsibilities under federal human rights and anti-discrimination laws. In 2023–24, of conciliated complaints, 23% of the outcomes achieved included outcomes with benefits for people beyond the individual complainant. Examples include: the implementation of anti-discrimination policies and training within workplaces; changes to the built environment to increase accessibility; adjustments in the way services are provided to all customers, and changes to policies that may have had unintended consequences for a particular group of people. CASE STUDY ONE Complaint of disability and assistance animal discrimination with personal and systemic outcomes The complainant alleged the respondent taxi driver at a taxi rank refused to take his fare because he was accompanied by an assistance animal. The taxi driver said he did not take the complainant’s fare because it would mean he would be late for a pre-arranged booking. The complaint was resolved through conciliation. The taxi driver had undergone training on discrimination and customer service and expressed regret for declining the complainant’s fare. The taxi driver agreed to make a $250 donation in the complainant’s name to a charity that assists people with assistance animals and provides training and awareness raising to the public. The taxi company agreed to consult the charity on suitable training materials for its drivers to increase awareness of appropriate conduct towards passengers with disability accompanied by assistance animals. The outcome of this complaint is an excellent example of the variety of case specific, individual and systemic remedies available through alternative dispute resolution. In this instance, the individual complainant received a personal outcome, and the individual respondent acknowledged his responsibility and made a personal contribution to the outcome sought by the complainant. In addition, the organisational response of consulting with an expert third party regarding suitable training resources for staff demonstrates a commitment to improved future access for people with assistance animals. This enhances access for people with disability using assistance animals and improves a crucial service provider’s understanding about their obligations under the law. 24