26 August 2024
Debra Simons, a Melbourne-based woman who relies on a dog guide* for mobility, has raised serious concerns regarding repeated refusals from 13cabs taxi drivers.
On one occasion, she was refused service by 10 drivers in a single booking while trying to attend an appointment.
Debra, who is legally blind, emphasises that discrimination is not just an inconvenience but a deeply personal and unjust experience.
“To be refused access, wait longer, or have to allow an extra half an hour for a journey is outrageous. If it’s an unfamiliar driver I always anticipate a problem,” says Debra.
“My dog guide is my mobility aid. For me to engage in the community and participate like any citizen, I must be able to get out of my house.
“Taxi drivers get to decide if I get to my appointments or if I get to the theatre. I’m dependent on them to do their job so that I can live my best life.”
She has expressed her concern to 13cabs, highlighting the avenues available to make official complaints do not effectively allow users to report incidents where discrimination may have occurred.
Disappointingly, she has been met with dismissive responses from the 13cabs customer care team, prompting her to escalate the matter to the Human Rights Commission.
As part of the Commission’s mediation process, both parties must agree to participate voluntarily. The agency then appoints a trained mediator to help both sides discuss their issues and find a solution.
“The current mediation process lacks teeth. The company you’re complaining about can fail to turn up to mediation, which has happened in Debra’s case,” explains Blind Citizens Australia National Advocacy Officer Martin Stewart.
“The failure of 13cabs to attend mediation has amplified the injustice Debra sought to redress.”
A strengthened role for the Human Rights Commission in the mediation process would ensure more effective and binding outcomes when addressing allegations of discrimination against people who are blind or vision impaired.
The Human Rights Commission’s inability to make binding findings during mediation can leave complainants like Debra without a formal resolution or enforceable remedy if the process fails to reach a settlement.
“We want the Human Rights Commission to have the power to make findings and offer direction to the parties that would be binding,” adds Stewart.
“You’re dealing with a complaint that has a serious impact on that person. The devaluation is shown by the system, the Act and the perpetrator.
“There is also significant financial risk in continuing to pursue justice outside of the mediation process – going to court is very expensive.”
In response to these incidents, Blind Citizens Australia is calling for immediate action from 13cabs to address systemic issues and ensure compliance with anti-discrimination laws.
We urge 13cabs, other taxi companies and rideshare services to take proactive steps to educate drivers, discipline discriminatory behaviour and enforce policies that uphold the rights of all passengers.
Debra notes that discrimination due to her dog guide have slowly escalated over the last few years.
“The service I receive has deteriorated,” she says.
“The driver would come into my driveway and say something like: ‘Is the dog coming? I can’t take you’ and drive off.”
“I don’t use my local taxi rank anymore because I just don’t know what to do when they say: ‘No, I’m not taking you.’”
*Note: A dog guide is a trained service dog that assists people who are blind or vision impaired by navigating their environment and helping them avoid obstacles.
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Media Contact:
Amila Dedovic – Communications Coordinator
amila.dedovic@bca.org.au
0403 967 406