Being refused access to a service or facility because you rely on a highly trained assistance dog can be more than just a practical disruption; it can be an incredibly humiliating and stressful experience. The emotional toll of having to navigate such a situation can be significant, especially when you’re simply trying to go about your daily activities and maintain your independence.
A large number of service providers may not fully understand or be aware of their legal obligations under the Equality Act 2010, which is why providing them with clear, initial information about access rights for assistance dogs is often the first and most important step in resolving the situation. Educating these providers about the rights of assistance dog users can go a long way in clearing up misunderstandings and ensuring equal access.
In many cases, once service providers become aware of their mistake and realize that they are at fault, they are typically willing to rectify the situation. Once informed, they are often more than happy to make the necessary adjustments to accommodate assistance dog users and ensure a smoother, more inclusive experience for all.
Legal advice and help
Unfortunately, the Association of Assistance Dogs SA is not in a position to offer legal advice or intervene in any legal matters, as they do not have any legal authority in this regard. Their role is more focused on supporting the proper training and welfare of assistance dogs.
If you are facing a situation where a service provider is unwilling to address the issue in a positive or cooperative manner, the best course of action is to reach out to the assistance dog organisation that was responsible for training and providing your dog. They will be able to provide guidance, support, and possibly escalate the matter if necessary. It’s important that you consult with them for expert advice and to ensure that your rights as a service dog user are respected.
For individuals who rely on dogs not trained by an accredited organisation – whether it is AADSA or another recognised body – there are still avenues for support. In this case, you should consider contacting your local Citizens Advice Bureau, where you can receive advice and support regarding your rights and options. Alternatively, the Equality Advisory and Support Service is another resource available to assist you in navigating any challenges or discrimination you may face.
Useful Resources
We have developed an extensive series of Quick Guides that provide a comprehensive overview of the legal responsibilities that service providers have toward individuals who rely on highly trained assistance dogs. These guides also highlight the specific rights of disabled individuals who depend on such dogs for support, ensuring that both parties are informed about their obligations and entitlements in various situations.
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