25/06/2026
Yesterday, one of our Assistance Dog teams experienced a very upsetting incident at a local cafรฉ.
This was a venue I had personally recommended before our client began her two-hour drive home. It was also the first time she had ventured out with her dog wearing a working Assistance Dog vest.
Unfortunately, a younger staff member instructed both our client and her Assistance Dog to leave the premises. The experience was extremely distressing. Our client became very upset and experienced an anxiety attack โ the first she has had in a long time. She and her dog spent time in their car afterwards to decompress before beginning the journey home.
To the cafรฉ's credit, a more senior staff member later intervened, clarified the situation with the employee involved, and offered a sincere apology to our client.
While we appreciate the apology, this situation should never have occurred.
Assistance Dogs and their handlers have legal public access rights, and it is vital that all businesses ensure their staff are educated about these rights. A lack of understanding can have a significant impact on people who rely on their Assistance Dogs to safely navigate daily life.
Businesses should also be aware that breaches of Assistance Dog access laws can result in significant penalties and fines. Ensuring staff understand their legal obligations not only protects the rights of Assistance Dog handlers but also helps businesses avoid potentially costly legal consequences.
Please take the time to ensure your staff and colleagues are familiar with the legislation relating to Assistance Dogs and public access rights.
For more information, please visit:
https://www.assistancedogs.org.au/about-us/public-access-rights
Education and awareness help create a more inclusive community for everyone. No one should be made to feel unwelcome or excluded because they need the support of an Assistance Dog.
