Service animals are used by people with many different kinds of disabilities. They are specially trained to assist an individual with a disability by:
- Helping them function with greater self-sufficiency
- Preventing injuries
- Summoning help in an emergency
People are usually most familiar with guide dogs used by people who are blind, but not every disability is apparent. Many disabilities are invisible, and it is never appropriate for a service provider to ask about the nature of someone's disability.
Service animals are allowed in all public areas except for restaurant kitchens, where service providers are allowed to restrict service animal access.
The Accessible Customer Service Standard states that an animal is a service animal if it is readily apparent that the owner is using the animal for reasons relating to their disability. If it is not readily apparent, service providers may request proof from a health care professional that the animal is a service animal, or an ID card from the Ministry of the Attorney General.
Customer service tips
As a service provider, it is your responsibility to know how the proper protocol for serving customers with service animals. Here are some tips for attending to customers with service animals:
- Address the owner, not the service animal
- Don't pet, feed or distract a service animal from doing its job
- Don't ask about the nature of the person's disability
- Ensure that the owner is in full control of the service animal at all times