Refused service despite having medical exemption for face mask

October 2021

Wendy* has multiple disabilities and can’t wear a face mask. She has a medical exemption for her disabilities which include asthma and sinus problems. Wendy carries her medical exemption with her when she leaves her home.

Wendy was refused service at her local petrol station because she was not wearing a mask. She offered to show to the staff member her medical exemption, however she was asked to leave the petrol station.

Wendy made a complaint of disability discrimination with ADNSW.

When ADNSW notified the manager, he contacted Wendy and apologised to her for her experience. The manager informed Wendy that he would educate the staff member. He welcomed Wendy back to the petrol station which Wendy accepted and resolved the complaint.

*Name has been changed to protect the privacy of the individual.