In Queensland, the Anti-Discrimination Act 1991 (the "Act") seeks to promote equality of opportunity for everyone by protecting them from unfair discrimination. 

What is discrimination?

In Queensland, it is against the law to treat someone unfairly because of their:

(a)  sex;
(b)  relationship status;
(c)  pregnancy;
(d) parental status;
(e)  breastfeeding;
(f)  age;
(g)  race;
(h)  impairment;
(i)  religious belief or religious activity;
(j)  political belief or activity;
(k)  trade union activity;
(l)  lawful sexual activity;
(m)  gender identity;
(n)  sexuality;
(o)  family responsibilities;
(p)  association with, or relation to, a person identified on the basis of any of the above attributes.

Treating someone unfairly generally means that, while in a similar situation, you treat someone with one of the above attributes less favourably than you would another person who does not have the attribute.

How does this relate to you?

Amongst other things, the Act protects people from discrimination while receiving services. So, in providing the taxi service, you must not discriminate against a customer:
(a) by failing to supply the services; or
(b) in the terms on which the services are supplied; or
(c)  in the way in which the services are supplied; or
(d) by treating the other person unfavourably in any way in connection with the supply the services.

What do you need to be aware of?

Why you said or did something (i.e. your motive or intention) and what you personally think about what you said or did are irrelevant - what you say or do may still amount to discrimination.

Drivers should be aware that the use of slang and descriptive Australian colloquialisms (such as sweetie, lovey and slang names for various ethnic groups) can offend and can be regarded as discriminatory.

If a customer believes you have discriminated against them, they may lodge a complaint with the Anti-Discrimination Commission Queensland who will investigate the complaint.

If the complaint is accepted by the Anti-Discrimination Commission Queensland, you will be responsible for your own behaviour. Legal liability may follow.

What you should do?

Be careful and conscious of what you say and do.

ALL customers must be treated equally.

In terms of conversation, keep the conversation on safe topics (this may mean you need to keep some of your opinions to yourself), be careful of the words you use and be careful of your body language.

REMEMBER, irrespective of legal liability, your interaction with customers provides an opportunity for you to establish a sense of "brand loyalty" in a customer - unhappy customers tell others about the poor service they have received!

Want more information?

This article is only intended to provide you with a brief overview of discrimination in Queensland. If you have any queries, concerns or just want more information, please contact Fleet Services on (07) 3860 1800.

Alternatively, a range of helpful information can be easily found on the website for the Anti-Discrimination Commission Queensland (http://www.adcq.qld.gov.au/).