Ride services must give OK to guide dogs

This form of discrimination is illegal, but still occurs, Kathleen Forestell says.

Picture this. You’re blind, and you’re travelling with your guide dog. You’re standing in the pouring rain and decide to hail a ride via an app. Your app tells you that the car has arrived. Your guide dog finds the vehicle, but the car door is locked, and it won’t open. Then the driver rolls down the window and informs you that he won’t take a dog in the car. He drives away, leaving you standing in a downpour.

This isn’t a fictional story, nor is it uncommon. Like so many other Canadians who rely on guide dogs, I still encounter discrimination regularly.

Although it’s illegal in Canada to deny access or refuse service to a person who is working with a guide dog, it happens far too frequently.

In the five years I have used ride hailing services, I have experienced more than 20 ride refusals. Most recently, I was travelling with three colleagues (and two guide dogs) when we encountered two drivers, one right after another, who denied us access because they refused to accept guide dogs in their cars.

The first driver refused on the basis that he was afraid of dogs. As I attempted to sit in the front seat, he told me he wouldn’t take a dog in his car. I informed him of both the laws and policies that require him to provide access to service dogs. He insisted he didn’t have to take the dog and he wouldn’t. I exited the vehicle, and he drove off and cancelled the ride.

The next driver arrived and denied us access, claiming allergies. I asked him if he had proper documentation. Again, I informed him of the laws and policies, but he still refused. So he cancelled, and we waited in the rain again.

Under Ontario’s Blind Persons’ Rights Act, no one can deny accommodations, services or facilities offered to the public “for the reason that he or she is a blind person accompanied by a guide dog.” If convicted, the person may be fined up to $5,000.

People who use guide dogs are also protected under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. A complaint can also be filed with the Ontario Human Rights Commission.

I’ve experienced access issues with drivers so frequently that every time I request a ride hailing service, I take a screenshot of the driver’s details, so I have a record of their information if I need to file a report. In this case, I reported both incidents to Uber and Ottawa Bylaw.

Uber has been responsive every time I’ve reported an incident. They have a zero-tolerance policy when it comes to drivers denying access to service animals.

I also heard back from Ottawa Bylaw and was disappointed to hear the charge for refusing service animals is only $385.

It is incredibly frustrating to experience discrimination based on my disability and use of a guide dog. I should be able to access the same services as everyone else. I am hopeful there will be a day I won’t have to take a screen shot of every driver’s details and can be confident in equal access rights for guide dog handlers.

For more information about the legislation that protects guide dog teams, visit guidedogchampions.ca.