Man with assistance animal refused entry to LGBTQI+ community event

August 2024

Henry* has a neurological disability resulting from a head injury. He has a dog which is a trained assistance animal providing him with emotional support. He said that he was effectively refused entry to a social event organised for the LGBTIQA+ community at a local hotel, because of his assistance dog and flashing lights at the front of the venue.  

Henry cannot tolerate flashing lights due to his disability. He said that when he attempted to enter the venue, he was overwhelmed by event organisers asking him questions about his dog. He quickly left the venue when a person was demanding that he give them his dog.

Henry lodged a complaint of disability discrimination with ADNSW.

ADNSW investigated the complaint by gathering information from both parties.

The community organisation that organised the event, said that the event was staffed by volunteers who checked tickets on entry and directed people without tickets to a table where they could purchase tickets. They said that it was a very busy night and Henry had come into the venue quickly, moving past the hotel staff at the door who were checking identification. When their volunteer tried to question Henry about his ticket, he became rude and aggressive. At the same time, a hotel employee rushed in and told Henry that he could not bring the dog into the venue. The hotel employee and Henry then both walked out the door.

Henry said he did not believe he was rude or aggressive. He said that he was confused by what was happening and thought people were trying to take his dog, so he left the venue.

The matter was resolved at a conciliation conference. Henry accepted the reassurances of the community organisation and the hotel that he was welcome back to the venue and future events. The hotel also said that it would train its staff about assistance animals.

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